BCO Annual Conference 2026, Conference Brochure - Flipbook - Page 13
Plenary Workshop 1
Date:
Thursday 18 June
Time:
13:45 - 15:00
Plenary Workshop 2
Date:
Thursday 18 June
Time:
15:45 - 16:45
Operational excellence:
customer experience best
practice
How understanding
generational differences
can win you business
What does great customer experience look like in
hospitality, retail and visitor experience?
From B to A: Why understanding generational
differences will help you design, develop and operate
better workspaces and win more business
Outstanding customer experience starts
with a people-first mindset, prioritising
responsiveness to create engaging and
productive environments. Best practice
across the hospitality, visitor experience
and retail sectors often means delivering
an exceptional, often invisible, support
model that customers and end users
never see. Data and technology both
play a vital role, from research and
design to operations, but the human
touch remains essential.
In this fully interactive session, keynote
speaker Rebecca Robins, author of Five
Generations at Work, will share insights
on the challenges and opportunities
firms face today in managing, inspiring
and housing five different generations
within a single business culture.
This session will explore how leading
organisations from these sectors are
redefining customer experience and will
also showcase the BCO’s 2025 Customer
Experience Award winners, sharing realworld case studies, insights and proven
models of excellence.
This session seeks to deliver an
inspirational scene-setter before you,
the audience of office and workplace
experts, gets to work on unlocking the
secrets to designing, developing and
operating workspaces that deliver for
every generation, today, tomorrow
and forever.
Only by understanding the differing
needs, skills, biases and talents of all five
generations that we’ll see working in the
places we design, develop and operate
over the next five to ten years, from the
Baby Boomers to Generation Alpha,
will we be able to deliver best-in-class
product.
To see details of the panelists,
visit the conference website.
BCO Annual Conference 2026
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