A conversation among member companies around an uncomfortable question: who are we really designing our services for?

On September 15, we held the fourth edition of our Best Practices Breakfast at Fabrik Gràcia, this time focused on customer and user experience.

As always, it was not a training session or a keynote, but a practical, confidential and participatory conversation among member companies. A small group, with one person per company, shared real experiences on how we listen to, serve and create value for customers and users across the entire real estate value chain.

These were the topics on the table:

• Who our customer really is: who decides, signs, pays and uses.

• Which moments create the most effort, uncertainty or loss of trust.

• Which practices are improving the experience.

• Which processes make our work easier but complicate the customer's life.

• How to turn real needs and problems into opportunities for improvement.

The session brought together very different profiles (management, operations, customer service, quality, sales, product…), a sign that customer experience doesn't depend on a single department. In many companies, especially smaller ones, it's a responsibility that falls directly on management.

Each participant came with a real experience: a practice that works, a friction point still unresolved, or an initiative that didn't deliver the expected result. And from that came some of the challenges we can keep working on from CSIM.

We keep building spaces where companies in the sector learn from one another.