Offices, but make it human

The BCO is the leading forum for the office sector, representing more than 4,000 professionals across the built environment – architects, developers, occupiers and surveyors.  Since it was founded in 1990, the BCO has set best-practice standards in office design, fit-out and performance. 

The new committee puts customer experience at the centre of the BCO’s agenda.  Emma will lead a team of industry professionals to define what good customer experience looks like in practice – developing clear metrics to measure and improve workplace experience for occupiers, employees and visitors.  The committee’s initial focus is on how office environments affect the people who use them, producing guidance to help the sector respond to changing patterns of work, wellbeing and service expectations. 

Emma is a Legal 500-recognised real estate partner whose practice focuses on the UK’s commercial office market. She is also a qualified coach – which means her interest in how people experience the spaces they work in isn’t incidental to her legal work.  It’s central to it. 

Commenting on the appointment, Emma said:

“Customer experience has always been central to how I think about offices – but it’s rarely had its own framework or proper metrics.  The committee is an opportunity to change that, and to make sure the needs of the people who actually use and manage buildings are part of how future guidance gets written.” 

The committee’s work will sit alongside the BCO’s existing focus on design, sustainability and performance.  We’re looking forward to sharing more as the work develops.