22B

London’s vertical village

Customer Experience

With workspace for up to 12,000 people, a market, commuter park, viewing gallery, and the country’s highest climbing ‘window’, Twentytwo is redefining how people can flourish in harmony with the environment, whilst challenging the idea of a traditional place to work. As a newly completed building, our brief was to imagine the vision for how people would want to work in the largest future-ready building in Europe.

We designed a CX and culture strategy around the concept of freedom – the freedom to work how you want, when you want, in an environment that exists to encourage free thinking and collaboration. Our bespoke Experience Management strategy enables the building team to always be aware of what is happening with their customer, across all touchpoints. Through our world-class data analytics tool, occupier surveys, journey mapping and ticketing functions, we collected valuable insight and used this to implement solutions to drive world- class customer experience. The appointment of a Head of Culture and relationship managers continue to drive the customer centric culture.

The result is a one-of-a-kind workplace destination with leading business performance, stronger service partnerships and a truly unique approach to the management of the building and its culture.