Technology in FM
Service with Substance: Harnessing Technology to Deliver Real Workplace Experience
In a landscape defined by change and choice, creating meaningful workplace experiences is no longer a luxury – it’s an expectation. While some lean heavily on tech to automate or impress, the true leaders are those who blend innovation with intention, designing services that don’t just tick operational boxes, but leave people feeling seen, supported, and valued.
That’s what real service with substance looks like: not just delivering efficiently, but delivering empathetically. At its heart, it’s about using technology as a tool – not a replacement – for the human connections that define a brilliant workplace.
Enhancing, Not Replacing, The Human Touch
The workplace is evolving, but people still want to feel something. The best experiences come from that balance between operational excellence and emotional intelligence. That’s where technology can become transformative – when it frees up time and energy, allowing people to truly connect, not just complete a checklist.
Think of it this way: when visitor management systems and self- service kiosks streamline check-ins, that’s not the full story. The real impact comes when those few saved minutes are reinvested into personalised welcomes, warm conversations, and thoughtful touches like favourite drinks waiting on arrival or perfectly prepared meeting rooms. The focus shifts back to the person, not just the task.
This is how we move past the fear that technology will erase the human element. We flip the script – tech isn’t here to replace people. It’s here to elevate them.
By Carly Jarvis, Head of Workplace Experience, Real Estate, Facilities and Infrastructure Management, Avison Young UK. Personalisation As A Mindset
Service delivery is no longer about rigid processes – it’s about adaptive, intelligent response to human needs. And this is where personalisation becomes a mindset, not a feature.
Every data point gathered through pre-registration or post-visit feedback is a chance to deepen understanding. Profiles are built not for marketing purposes, but to anticipate what will make someone’s day feel better, smoother, or more cared for the next time they walk through the door.
It’s this type of thoughtful, iterative service – driven by data, yes, but powered by people – that builds trust and loyalty. And crucially, it’s inclusive. Whether someone prefers to use a kiosk or speak to a person, their choice is respected and accommodated. The experience is shaped around them.
20 fmuk
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