IWFM’s Customer Experience SIG: collaborating with UCAS and Moneypenny
News
- Customer experience
03 October 2024
Recently, IWFM’s CX SIG has been collaborating with our community to delve into all topics related to customer experience. In a webinar on 13 September, the UK’s Universities and Colleges Admissions Service (UCAS) - 2023 IWFM Award winners – outlined a case study of post-Covid floor refurbishment. Key factors to the project were effective change management and EDI, ensuring that the project was not only prizeworthy, but helped build team culture and drive wellbeing while navigating a new work landscape.
On Thursday 26 September, the CX SIG – in collaboration with IWFM’s North Region – hosted a panel discussion with Moneypenny at their Wrexham office on customer experience. Over the course of the conversation, the panel discussed issues such as: the importance of mentoring; shifting the focus from buildings to people; making people feel part of an organisation with a focus on culture; and the importance of making workplace and facilities management (WFM) a career of choice.
The panel noted the importance of measuring workplace experience against metrics, and that WFM leaders and teams can contribute to employee and customer experience simultaneously. The CX SIG appreciated the opportunity to collaborate with the community, offering actionable insights and perspectives for professionals to apply to their own operations.
To learn more about the IWFM CX SIG, click here to visit our community group.