Taken from our BCN Digital Festival last week, for info on attending, speaking or sponsoring our next event on the 29/30th April 2020 email enquiry@digitalenterprisefest.com Making Technology Invisible In The Workplace We are approaching a paradigm shift in technology enablers (IoT, cloud computing, etc.) that will enable whole new customer engagement and experience; the aim is to make technology invisible to the process at the same time it is impactful in the P&L of the company. Session Take-Away’s: – Landscape of new technology enablers: IoT maturity model, cloud computing,… – Building a scalable infrastructure: the TESLA model – Creating test-labs to prove and iterate customer experience To apply to speak or sponsor our 2020 events goto www.digitalenterprisefest.com

1. Space engagement…
Making technology invisible in the workplace
Ricard Moreno
November 2019

2. 2
We believe that business success is
underpinned
by the effectiveness of its people.
So we made it our mission to help millions of people have
a great day at work – every day.
Leader in managed office services
A valuable business
community
A Fantastic working
environment
A platform that unlocks
productivity

3. 3
Businesses
want the financial and strategic benefits
Outsourcing
corporate real
estate to a flexible
on-demand model
Productivity
increased output
with happier, more engaged
workers
Talent
easier to attract
and retain the
best people
Proximity
greater geographic flexibility
Cost
reduction
and improved
balance sheet
flexibility
People
want to work how and where they want
69%
of millennials will trade
other work package
benefits for better
workspace
53%
of professionals globally
now work remotely for at
least half their working
week
Location-independent
work has increased
103%
since 2005
64%
believe flexible work hours
improve productivity
1 in 2
people in the US and the
UK will be
freelancing by 2020
Why IWG is the best choice

4. 4
Active.
Reception / counter at
the centre of customer
engagement
experience
Customer engagement in the real world…
Passive.
Space at the centre
of the engagement
experience
Workspace / Bank branch / Traditional
Retailer
Apple store / Caixa All In One branch

5. 5
Future customer engagement…
Space engages you
reception
counter
process system
space interaction system
customer
PASSIVE
ACTIVE
 New products – Pay as you go space,
etc.
 Space personalisation
 Employees focused on customer
engagement
 …

6. 6
Technical challenge of
space engagement
In order to provide space engagement you need to be able to
dynamically resolve the 3 following questions:
 WHO THE CUSTOMER IS
 Seamless identity
 WHERE THE CUSTOMER IS
 Indoors geolocation
 WHAT THE CUSTOMER CAN DO IN THIS SPACE
 Inventory management and capabilities

7. 7
 Traditional tokens (batches, tags)
do not have sufficient accuracy.
 Invasive biometrics such as finger
or retina recognition serve well in
security use cases.
 New technology enablers are
getting affordable, scalable and
reliable…
 Seamless biometrics: face
recognition
 Personal digital extension:
mobile identification and
geolocation / biochips
Paradigm shift:
affordable technology

8. 8
• … and now everyone thinks:
• GDPR, managing personal data, complaints, …
• Do we remember when no one shared our credit
card number?
• The real question is:
• What extra value can we offer our customer
so she/he is willing to allow us to track their
faces/digital extension devices?
Privacy or value added?

9. 9
 Find relevant customer
insights > define use cases
 Test with real customers
and employees
 Fail fast
 Fail cheap
Find the right
sized partner
Build your test lab
Measure
behaviours
first
not
revenue

10. 10
… and think about going
mainstream
 What the IWG challenge is: we operate almost 4.000 business centres in 112
countries
It’s one connected strategy!
Plenty of “sensor as a service”
providers
Leverage cloud computing
wisely
Software / Network /
Sensoring strategy
Avoid asset trap
Software vs Hardware
balance
Allow new use cases to be built
with minimum investment –
TESLA model
Upgradability

11. 11
You can impact revenue streams, better manage operational costs
and provide compelling business cases to shareholders
Key learnings
Avoid mixing passive
and active customer
engagement models
in the same space.
Start with the customer
use cases but validate
customer and employee
behaviour in the test
lab.
Think customer and
employee engagement
as a connected
process.

12. Thank you
iwgplc.com
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