Shifting expectations: How employee experience is shaping the modern workplace
Abstract
As employees return to the office, either voluntarily or through enforced company mandates, it has become clear that their expectations have changed while they have been away. Now used to the convenience of working from home, people want greater flexibility from their offices and are not prepared to spend so much time engaging with their everyday workplace services. This paper serves to examine how modern workplaces can meet these expectations to create a more productive working environment. To build a more employee-focused workplace, organisations can rethink how spaces are designed and establish areas that prioritise employees. That means combining a hospitable welcome, accessible services, workspace variety and streamlined business enablement — underpinned and connected by cutting-edge technology — to create a work environment that equips employees with the tools and resources they need to achieve the productivity business leaders want to regain. This article is also included in The Business & Management Collection which can be accessed at https://hstalks.com/business/.
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Author's Biography
Nicole Mangarella has over 15 years of experience in technology design and implementation supporting business transformation and as the Head of Global Technology and Innovation at SPS, she is a recognised subject-matter expert in digital solutions to improve business outcomes. Through her deep focus on software and technology innovation, including AI, workflow automation, and analytics, she is responsible for identifying new approaches to enhancing the world of work. Nicole received the 2017 Silver Stevie Award for Women in Business in the Female Employee of the Year category. She is a Six Sigma Black Belt and holds a BA in English and MA in editorial studies from Boston University and a certificate in Artificial Intelligence for Business Strategy from MIT.
Chesley Black (Chess) is the Senior Vice President of Global Workplace Experience Strategy and Innovation at SPS. Chess is a deeply experienced workplace and operational excellence leader with a 25-year demonstrated history of delivering results for global organisations, Fortune 500 companies, higher education and other key market segments. Prior to joining SPS, he served as the Vice President and Head of Workplace Management, Americas Region, at ISS Facility Services. Chess received a doctorate in organisational leadership/higher education administration from Northeastern University. He also received a Master of Science degree in instructional technology and a Bachelor of Science degree in business administration with a concentration in management information systems from East Carolina University.
Claire Ward is the Chief Innovation Officer at SPS. Claire has over 30 years of leadership experience in digital transformation, with a background spanning international media, financial services and enterprise operations. Claire began her career at the Financial Times, specialising in digital media, e-commerce and strategy, before moving into organisational transformation and service redesign. She now leads global innovation strategy, focusing on integrated, human-centred workplace solutions. She holds a qualification in business and finance from New College Durham and has completed executive programmes in innovation and leadership at London Business School and Columbia University.
