Zac Goodman joins the BCO Customer Experience Committee

TSP CEO Zac Goodman takes a seat at the table shaping the future of service in UK workspaces

Customer experience has always been at the heart of how TSP runs buildings. Now, that conviction has a bigger stage.

TSP’s CEO and founder, Zac Goodman, has officially been appointed to the British Council for Offices’ newly formed Customer Experience Committee, a cross-industry group set up to help the UK office sector lead the way in operational excellence, just as the BCO has done for decades on design and fit-out.

Chaired by Greenwoods partner Emma Roche, the committee brings together senior voices from across the workspace ecosystem, including Canary Wharf Group, Railpen, Savills, PwC, NatWest, the BBC and King’s Cross Group. Together, the group will develop a new BCO Guide to Operations, sitting alongside the existing Guide to Specification and Guide to Fit Out, and build a CX scoring matrix to benchmark customer experience across the sector.

For Zac and for TSP, this is a conversation we’ve been having since day one.

Why this matters for TSP

TSP was founded on the belief that a building is only as good as the experience inside it. Great design and a prime location are no longer enough. Businesses are asking more of their workspaces, and tenants are making sharper choices about where they want to spend their working week. Offices have to earn the commute, and that comes down to service.

Our Core to Floor® model was built for exactly this. From the technical backbone of a building to the day to day tenant experience, we run every layer in-house: property management, front of house, community, managed space, building consultancy and advisory. One team, one standard, one point of contact. No silos, no handoffs, no outsourced service compromises.

It’s the reason our buildings feel less like assets and more like places people want to be. It’s also why our charity sector specialism, our B Corp certification, our RICS accreditation and our Investors in People Gold status all matter, because service, values and standards have to run through the whole business.

Zac joining the BCO CX Committee is a recognition of that approach, and a chance to help raise the bar for the whole industry.

A word from Zac:

“Having a proper standard for CX in Offices is way overdue, and I’m delighted to be involved in what I think is going to become the gold standard for Customer Experience. It makes sense to me that this is being led by the BCO, and it’s in great hands with Sam and Emma.”

What’s next

The committee’s first priority is the development of the CX Guide to Operations and the CX scoring matrix, both of which will give occupiers and landlords clearer, comparable insight into how workspaces actually perform in service of the people using them.

Want to talk about how hospitality-led management changes the performance of a building? Get in touch.