October 18, 2017
Calls for commercial property sector to have a greater focus on customer experience
The UK commercial property industry is undergoing a fundamental shift towards a more customer centric approach, with an increasingly greater emphasis being placed on delivering outstanding customer service to occupiers. This is the key finding of a new report from The British Council for Offices (BCO) entitled ‘Office Service Standards and Customer Experience: a best practice guide’. While for those who hold a very traditional landlord occupier relationship this change in thinking, attitude and operation may feel revolutionary, the report argues we are already seeing the industry evolve across the board. It claims that this is accelerated by new ‘property sector disruptors’, who are driving a shift in the relationship between property owners and corporate occupiers. To ensure they are keeping pace with their changing requirements and aspirations, property owners and managers are increasingly realising the need to invest in building strong relationships with their occupiers
Half of employees feel their organisation doesn’t have the right tech skills and nearly half in a recent survey (44 percent) feel their organisation isn’t transforming into a digital led company fast enough, claims a survey by Sungard Availability Services. Digital workplace transformation has been a big talking point in recent months, yet 38 percent in a survey of over 2,000 IT decision makers and employees believe their organisation isn’t committed to digital transformation; with 36 percent not getting the training for the tools. It’s apparent that digital transformation is highly thought of in the work place and impacts employee retention with 36 percent of employees open to leaving their current job for a more digitally-progressive company. Over 50 percent believe career progression is better at digitally led companies and 69 percent say digital tools would help them to do their job better. Said Chris Ducker, Senior Director Global Proposition Strategy: “Digital is compulsory, not only to stay competitive in the market, but also to attract and retain key staff” See the full survey 
The majority (94 percent) of workers are open to flexible ways of working such as part-time, freelance, contract, temporary or independent contract work a new report from ManpowerGroup has revealed. Coining the trend as NextGen work, the research suggests this approach to a job is a choice (81 percent) not a last resort (19 percent). Findings from #GigResponsibly: The Rise of NextGen Work – a global survey of 9,500 people in 12 countries – identifies a shift towards this new way of getting work done, and that it works for people and employers. People were asked how they want to work, what motivates them and their views on NextGen Work. More control over their schedule (42 percent), boosting their bank account (41 percent) and developing new skills (38 percent) are top reasons why this flexible kind of work is on the rise. The report also found that this flexible approach is not just attractive to Millennials, as meaningful work and employer appreciation are valued more by Boomers than any other generation. More than 80 percent of US workers say NextGen Work is a choice, not a last resort, and builds resilience for less predictable futures.
The majority (83 percent) of workers view flexible working as an important benefit to them but two thirds (66 percent) believe that taking up flexible working halts progression at work. One of the reasons for this dichotomy suggests the results of the Hays UK Gender Diversity Report 2017, is because nearly a third (32 percent) of employees believe men will be viewed as less committed to their career if they take up shared parental leave, and women are less likely to be promoted after having children. While a majority (84 percent) of workers say it’s important that flexible working options are available to them in their workplace, many choose not to take any, and two-thirds think doing so will have a negative impact on their career. Women perceive it will have a negative impact, with over three-quarters (76 percent) reporting this concern and 65 percent of men. Interestingly, both men and women think flexible working options have helped improve the gender balance in senior roles, with 61 percent saying flexible working has improved the representation of women in senior positions, indicating that employers need to address and overturn the negative perception of flexible working and communicate its benefits.
