Many landlords recognise the potential role of technology in transforming building operations, but with so many solutions flooding the market, how can building owners ensure their investment will continue to meet the evolving needs of tenants in the future? Meet Host, CBRE’s customer experience platform that’s transforming the way people interact with property. Our intuitive technology and customer-focused teams connect all aspects of building operations, enhancing workplace experience and tenant engagement while ensuring your asset is first choice in the market. This three-part series provides insights on how Host helps building owners, tenants and managers navigate through current challenges and future-proof assets for what comes next. Interested in finding out more? Visit cbre.com.au/host to find out how CBRE can give you the edge you need. The world has changed significantly over the last 12 months and landlords are finding themselves needing to adapt at pace to keep building occupants both safe and satisfied. In today’s world, tenants and their employees expect building owners to use technology in a way that enhances safety, wellbeing, productivity and convenience in the workplace. While this is not new – commercial property has been trending towards tech-enabled workplaces for many years – we have experienced steep acceleration in this space over the last 12 months due to the COVID-19 pandemic. So how can landlords best meet tenants’ new expectations for a tech-enabled office journey? Elevators & vending machines Browse, book and pay for space such as rooms, desks and End- of-Trip Facilities Enhanced meeting spaces & conference rooms On-the-go resources to access anywhere, any time Variety of difference spaces available when and where you need it, on a short term agreement Enhanced hygiene through robots, UV lights, sensors and GPS mapping Regular audits to enhance data privacy and security Biometric or QR code security access, contactless parcel lockers Blending virtual & real life experiences Host uses technology to simplify the connection between customers, their workplace and building management through automated operations. Our tenant-facing app consolidates the value of your building into a single touchpoint, making amenities easier to discover, access and manage. CBRE’s Host technology is built in a way that allows open integrations with any other app platform. You name it, Host can house it - so your tenants only need one app to access everything your building has to offer.The past 12 months have been transformational for the commercial property industry. Flexible working policies have been embraced almost- universally, with some major office occupiers announcing employees have the option to work flexibly both in and outside the office permanently. Commercial property owners who understand that the hybrid workforce is here to stay are considering how they can continue to support tenants and their employees in this new normal. How should landlords consider supporting their tenants, so they continue adding value for a hybrid workforce? Blended offering of online and in person initiatives High impact experiences whether live or digital Push notifications to cut through the noise Access to the latest information to support employee choice in where and how they work Book a desk or meeting space when you need it Ask building communities what matters to them through polls & surveys Encourage employees into the office with targeted promotions and offers – supporting onsite retailers where possible With the digital activation of CBRE’s Host experience services, employees don’t need to physically attend their workplace to feel part of their vibrant building community. During COVID-19 lockdown, we saw instances in buildings where occupancy dropped by 90%, app usage dropped by only 30%, while time spent on the app increased five-fold - proving significant demand to continue engaging with the workplace community while working remotely. Host is embracing the hybrid future and has a range of partnerships and programs including hybrid wellness providers, digital events and activities and well-timed news and information to support this. Engage with community campaigns and events remotely or in personThe key to delivering maximum value for tenants through a thoughtful and tailored workplace relies on a highly trained, service driven management team at the front-of-house, matched with quality analytics and actionable insights behind the scenes. With so much data being generated in buildings, how can building owners and managers leverage their concierge and workplace experience teams to cut through the noise and deliver constant improvements to the workplace experience? CBRE’s Host Concierge and workplace experience teams are trained in building operations, health and safety, risk and compliance, providing technical knowledge that complements their hospitality mindset. Not only does this mean they are able to resolve tenant queries more efficiently, but they can also act on data to drive improved outcomes for the building community. Tailored to the needs of each individual building, initiatives rolled out by Host teams include tenant- specific wellness classes, easy to use booking systems for spaces such as lockers and meeting rooms, logging a service request with a photo attached, contactless parcel delivery, curation of catering offerings and many more. Many buildings operate legacy systems that rely on manual processes and multiple stages to complete a simple task such as securing an end-of-trip locker or replacing an access card. Automating these processes reduces resources required while increasing customer satisfaction. Our data shows that building communities respond best to local news featuring people and places that are familiar to them. Who better to drive this than on-the-ground teams who live and breathe the culture of a community? And when armed with analytics on how this content performs, they can deliver more of what the community wants to see. Concierge and workplace experience teams are the eyes and ears of a building. Their observations can influence subtle changes that improve how the community experiences the built environment. By tracking interactions, they may find common themes emerging – for example, if wayfinding is a common question, how can signage be improved? Suzette Lamont Global Head of Client Solutions – Host Suzette.Lamont@cbre.comNext >