11 March 2024 12pm – 1pm Zoom webinar


Join the Customer Experience Special Interest Group (SIG) for our webinar as we delve into the connection between employee experience (EX) and customer experience (CX).

Research shows that customers prefer interacting with businesses that are dependable, accessible and caring. But did you know that these traits are deeply intertwined with the employee vibe of the company? We'll explore how fostering a great employee experience sets the foundation for exceptional customer service.

Our panel of workplace and customer experience experts will engage in a discussion on this vital link, offering insights and strategies. Plus, you’ll have the chance to pose your burning questions to the panel.



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Andrea Donaldson

Head of Soft Services, Hulingham Club
Bio coming soon.

Linda Hausmanis


Becoming CEO in late 2016, Linda embarked on a programme to develop the Institute into a modern professional body and re-position workplace and facilities management as a value-creating profession. She joined the predecessor British Institute of Facilities Management in April 2007 where her education strategy enabled the Institute to become a regulated Awarding Organisation. Working with the sector, she subsequently led the Institute’s work to develop professional vocational qualifications in facilities management, which are now accredited and delivered internationally. She spearheaded the development of Professional Standards for facilities management which are now embedded by employers in the recruitment, development and management of professionals in the UK and beyond. IWFM provides value to a membership community of thousands and to the sector more widely. Its vision is to be the trusted voice of a distinct profession recognised, beyond the built environment, for its ability to enable people to transform organisations and their performance.

Nicola Lathbury

Managing Director, Infinite Group Services Ltd

With fifteen years’ experience in the facilities management sector, Nicola is keen to explore with our panel how we stay connected with our teams in a disconnected world. You can connect with Nicola on LinkedIn at via email.