Publication title

The Customer Experience Revolution – Closing the Skills Gap

Publication date



BCO Research & Policy

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Non Member Cost


Commissioned by the BCO Occupier Group and sponsored by JLL, Landsec and Savills, this BCO report focuses on the growing importance of service delivery and provides the property industry with a roadmap for change.

The disruptive forces reshaping the way we work call for an equally disruptive response in the way we serve customers in the office industry. There is a wide and increasing skills gap in both the quality and quantity of talent able to deliver the customer experience expected by today’s corporate occupiers.