The rapid adoption of AI across all sectors of the workplace is something we, as a society, have largely viewed as inevitable.
From hospitals and corporate offices to manufacturing sites and public sector estates, AI is already changing how buildings are operated and maintained, offering significant opportunities for the world of facilities management. Yet as technology becomes more deeply embedded in the places where people work, learn, receive care and interact, a fundamental question remains: how do we harness the benefits of AI without losing the human touch that sits at the heart of effective FM?
With more ways than ever to stay connected digitally, there is a growing recognition of the value of genuine human contact. In customer-facing positions, FM staff play a substantial role in creating positive experiences, providing support and responding to needs in ways that technology cannot always replicate.
A people-first approach is particularly important in critical environments such as hospitals, schools, defence and essential businesses, where FM contributes not only to keeping services running, but to supporting the people who deliver them.
This paper, co-partnered with ISS World, highlights how keeping people at the centre of FM can strengthen organisational growth, performance and resilience for the future, while maintaining the human touch that has underpinned the profession for generations.
