Join us for an interactive workshop as we discover why Gartner predicts that by 2020, more than 40% of all successful facility designs will relate to the customer experience.   Discussion will include the reasons that firms need to pro-actively bring customers into the design and development process and why incorporating the customer experience improves resilience in the future.

Learning Objectives:

1. Discuss the definition of a true customer experience.
2. Understand why effective design takes its cue from users' experiences and is shaped to suit their habits and preferences.
3. Identify the ways that poor customer process management can result in loss of trust.
4. Explore methods of creating a culture and building a brand throughout the design experience.