Jonathan Acott is a seasoned expert in customer experience and service management, currently leading the Experience team at Chiswick Park. With a strong background in creating innovative customer engagement strategies, he has successfully transformed the way organizations interact with their clients. In addition to his role at Chiswick Park, Jonathan is an international speaker on resilience and survivorship, sharing insights on overcoming challenges and fostering a positive mindset. His approach emphasizes understanding customer needs and leveraging technology to enhance service delivery. Jonathan's passion for fostering positive customer relations and his commitment to excellence make him a sought-after speaker on topics related to customer service, experience design, and operational efficiency.

Ian is the Head of Workplace for EMCOR UK, a leading facilities management company providing a range of customer-centric solutions through workplace transformation, IFM, data-led asset management and carbon reduction.

Ian has over 25 years’ experience in the built environment and a background in design, property consulting and project management, he has led EMCOR UK’s workplace solutions since 2015.

With his passion for workplace, Ian has been instrumental in identifying innovative solutions to workplace challenges and carrying out research on post-pandemic workplaces. A fervent supporter of evidence-based decision making, shaping the ‘future of work’ by developing workplace strategies supporting organisational success alongside people and planet.

Ian is a regular speaker at workplace leadership events and is author of several white papers focussing on people engagement, human productivity and workplace experience.

In 2023 Ian was voted by peers to join the class of Workplace Leaders Top 10 and is the current chair of the IWFM Workspace SIG (Special Interest Group).

Facilitating behavioural change across the organisation, to embed new working practices and deliver an enhanced working environment that delivers value to the business. In addition, managing the day-to-day- workplace experience, through management of 3rd party contractors and the Workplace Experience team.

Ian has 20 years of experience working in workplace design, workplace change management and project delivery, working in large corporate environments including Severn Trent and Jaguar Land Rover. A passionate change advocate, helping organisations move to modern working models.

Maud Santamaria is Global Workplace and Corporate Real Estate Director at GWI. Prior to this, Maud lead the workplace experience strategy for Mace and has over 15 years’ experience in overseeing workplace experience, connecting effectiveness, technology, space planning and strategy change consultancy to services to create flexible, fit for purpose workspaces. Her experience includes private and public sectors and she has worked as client, consultant and contractor. 

Prior to joining Mace, Maud was an advisory services manager with proven abilities in managing large international contracts. Since her appointment at Mace, Maud has implemented innovative solutions to workplace challenges, portrayed excellence in managing client relationships at all levels, and delivered workshops with professionalism and efficiency. 

Maud’s passion and experience for what makes a workplace engaging and effective has led to her transforming corporate offices around Europe. From a career that started in office furniture to leading Mace’s workplace experience strategy, creating inspiring workplaces has always been Maud’s ambition. 

Graham has worked in building services for 20 years and has been Estates and Facilities Manager at UCAS for 5 years. At UCAS he manages the Hard FM and Soft FM provision including budget control and project management of capital improvements alongside maintenance and site compliance.