To create fulfilling service experiences, facility and design managers need support from methodologies capable of putting people, their experiences and behaviours at the centre of the entire design process. Human-Centred Service Design represents
Economic growth, globalisation and changes in demography all represent critical service management challenges. Are you prepared to handle them? A greater diversity (in generation, culture, gender, values etc.) in a more global workforce and an exp
The global Facility Management and service industry is professionalizing at a tremendous pace. But which factors will be key in determining the future of Facility Management? Here’s what our research suggests. Over the next few years, new technolo
The role of the Facility Manager in the workplace is evolving at a tremendous pace. But what does it take to be a successful Facility Manager? Here are the key traits we have observed during our many years of Facility Management operations at ISS.
Recent research from 2017 shows that Activity Based Working might be the silver bullet of one of the most critical business metrics today—namely employee engagement. Here’s how they interlink. To state that employee engagement is a substantial bot
At IBM InterConnect 2017, ISS COO Martin Gaarn Thomsen presented how ISS transforms Facility Services through Internet of Things and creates personalized service experiences at every touch point of the user journey. Watch the full presentation her
More and more, organizations are becoming interested in pursuing new models of outsourcing. But what characterizes these new outsourcing contracts? And where is this evolution coming from? During the last decade, we have noted that companies incre
As facility managers make the shift from being compliance and service providers to becoming champions of the holistic end-user experience, reshaping the industry in a more user-centric fashion will be fundamental for optimal business outcomes in t