The power of personal experiences “Today, organisations are increasingly collections of diverse individuals with diverse motivations, aspirations and skills.” So begins Dinesh Acharya, the director of consulting for JLL, in his presentation on the need to customise and personalise interiors and workplaces. Acharya isn’t talking about redesigning desks to the personal tastes of tenants but the “delivery of tailored content across every touchpoint in the customer journey”, citing retail, hospitality and streaming services as leading industries in the delivery of personalised experiences.
He believes that, because workplaces are ecosystems, businesses “need to apply ecosystem-thinking in terms of how [they] bring together all of [a building’s] elements – the design, organisational culture, leadership, location, services and technology – to curate experience holistically.” To do so, he suggested breaking down one’s understanding…