Jack Kelly is the CEO of Office Ready Tech (ORT), a leading provider of workplace technology solutions for the commercial real estate market. With expertise in operations and designing purpose-driven tech stacks – ranging from access control and connectivity to bespoke building apps – Jack helps landlords and operators leverage tech to enhance operational efficiency and customer experiences. With an extensive background in the property and flexible workspace sector, Jack advocates for technology being the ultimate sidekick; supporting teams and allowing people to focus on people.
The role of the workplace has changed and continues to change at a rapid pace.
While debates around WFH Vs RTO mandates dominate headlines, a balanced hybrid approach – allowing workers the freedom to choose how they work – has emerged as the preferred model for many.
Against this backdrop, the concept of the workplace is under constant scrutiny. Flexible and managed workspaces, offering amenity, flexibility and shorter-term agreements are amongst the benefactors – with the flex office market in the UK forecast to grow from a value of $7.3 billion in 2022 to $20.5 billion by 2029.
In this competitive environment where every moment counts, brand is rising in importance and experiences can be shared across multiple social media platforms at a staggering rate – approximately 806,742 posts per second – CX has shifted from being a “nice-to-have” to a key differentiator.
Meeting these expectations isn’t cheap, which is where technology can shine. Not as the star, but as your sidekick. Not as yet more added cost, but as a cost-efficiency play. Technology empowers operators to focus on what truly matters: building relationships, anticipating customer needs, creating memorable experiences, sustainability and understanding space utilisation.
When properly deployed, technology transforms the workplace from functional to exceptional, from passive to pro-active.
The Evolution of the Flexible Workplace
The growth of flexible and managed workspaces has been a long one, turbo-charged more recently by major shifts in working patterns and workplace preferences.
Hybrid working and growing expectations on what an office should be, coupled with the need to control costs whilst attracting and retaining top talent, have driven businesses migrate away from long-term leases and outdated rigid office setups. As a result, demand has surge for spaces that support flexible design, collaboration, wellness and sustainability.
Flexibility in the workplace goes beyond the physical too. End users now expect seamless, personalised experiences that are intuitive and frictionless. For workspace operators, the challenge is to differentiate themselves while delivering these experiences. This is where technology offers those opportunities to shine.
Technology as a Facilitator, not a Distraction
When thoughtfully integrated, technology becomes a silent enabler, operating in the background, eliminating friction and enhancing customer experience. Done right, it creates the ideal conditions for people to excel. High-speed, robust connectivity, digital wallet access control, and building-specific apps are prime examples of tools that streamline operations, reduce admin and directly improve customer satisfaction.
Consider a workspace operator that Office Ready Tech collaborates with. By embracing tech and automation they’ve freed up their team to be more effective. Simplified visitor and meeting room booking, member support, and access control is self-serve and managed via a bespoke app. Their member support helpdesk, integrated into the app, provides real-time customer feedback for the team – and creates a rapid customer-friendly feedback loop for members. Leveraging data collected through the app has allowed them to make smarter operational and commercial decisions. This tech is clearly delivering ROI for both operator and customer, and most importantly allowing their team to focus on tasks that require a human-touch.
However, it’s crucial here to note that poorly implemented tech can have the opposite effect – leading to frustration, undermining user experience and ironically increasing unnecessary workload on your team.
Freeing Up People to Focus on People
Ultimately, what distinguishes exceptional workspaces isn’t the technology – it’s the people who operate and use it. However, combine the right tech with a great team, and magic happens.
When technology is seamlessly integrated, customer-facing staff are freed to focus pro-actively on customer-centric services. A community manager, free from unnecessary admin, proactively building relationships and fostering a sense of belonging is a powerful part of any CX strategy – in my experience, this is the stuff that shines through in customer surveys.
A tangible example comes from a flexible workspace operator that leverage insights from their tech stack. Real-time occupancy data has allowed them to optimise cleaning schedules, while app engagement metrics means they curate events that really resonate with members. Office Ready Tech are now working on sensors that integrate together to automatically control the lighting, HVAC and AC equipment in meeting rooms, turning everything off when not in use – leveraging tech to create the most sustainable and customer-focused experience possible, delivering tangible ROI for all.
Tech as a Catalyst for Sustainability
Technology in the workplace is not just transforming customer experiences; it’s also driving meaningful progress in sustainability, which continues to grow in importance to customers. From energy-focused IoT solutions to real-time data insights, tech provides opportunities to make greener choices. Smart building systems can dynamically adjust lighting, HVAC, and other energy-intensive systems based on occupancy, reducing waste without compromising comfort. Integrated apps and sensors provide insights into space utilisation, enabling space optimisation and allowing operations to be tailored to actual usage. By embracing sustainable tech solutions, workspaces not only reduce their carbon footprint but also align with the growing demand from businesses and employees for environmentally responsible practices – reinforcing a purpose-driven approach that resonates with modern values.
Looking Forward: The Future of Technology in Flexible Workspaces
As technology evolves, its potential in the flex and property sector in general is huge. Artificial intelligence has potential to deepen personalisation and revolutionise access to data insights, whilst I believe we’re only scratching the surface of what the right IoT solutions can offer in terms of optimisation for sustainability and experience. However, innovation must remain balanced with a human-first approach. Whilst tech and design trends will change, the core focus must stay constant: creating spaces that people want to be in.
Conclusion
Delivering exceptional experiences in flexible workplaces – or any office – demands that technology serves as a means to an end, not the end itself. By starting with a clear vision and integrating technology early in the design process, you can ensure it becomes an enabler, not a risk.
With the right strategy and partner, technology empowers people to prioritise what truly matters: creating experiences and connections, and spaces that people want to be in and will return to. When we strike this balance, we create workplaces that not only meet, but will consistently exceed, the evolving expectations of today’s workforce.
In the end, real estate isn’t about having the most advanced technology; it’s about having the right technology, at the right time, that empowers your people and your spaces.