2017 has been a remarkable year for the facilities management world as industry mega trends have been changing the face of FM in the workplace. The FM industry is modernising at a rapid rate and driving that change is technology, revolving around the industrial Internet of Things (IoT), artificial intelligence, augmented reality, and intelligent robots, all which have been transforming FM services across Europe in terms of both service delivery and customer behaviour. As a result of this technological revolution, FM leaders have been actively seeking out fresh, innovative methods and talent to leverage the astonishing advancement transforming the sector.

Unlike in the past when facilities teams have worked from behind the scenes, they now have much more exposure, and FM leaders are driving initiatives related to sustainability, energy management and modern workplace concepts. In most industries, and predominantly in FM, there are more connections, more automation, and more impact in business and investment than ever before.

Looking forward to 2018, it is expected that the continued development and advancement in technology, such as the IoT, is set to create a whole new wave of opportunities for the FM world, including the convergence of IoT and smart buildings. From design through to construction, intelligent machines resulting from development in AI and machine learning, are set to outperform human performance across a range of facility and estate-related activities. On top of this, we are going to witness many industry roles in typical service areas in facilities management transform, due to AI solutions. For example tasks in the catering and cleaning sector will be heavily focused on autonomous guided vehicles (AGVs), while smart apps, data analytics, robots and drones begin to transform security, maintenance and front of house roles.

We would like to take this opportunity to praise all achievements within the industry and ECS over the past year. We are excited to witness even more developments and progressions in 2018 and would like to thank our team for their efforts this year and also our National Directors for all their continued hard work. Merry Christmas and a very happy new year.


European Customer Synergy S.A.
Avenue de Bale 5
1140 Brussels
+44 78 70 57 14 14


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