Robert Stark: The Client of the Future – Innovating around the Client Experience

Continuing Alternative Insights view from the Professional Services marketplace around The Client of the Future – Innovating around the Client Experience.

Today, Robert Stark, Senior Executive Director of Strategy & Operations, MAPP provides his views on the challenges faced and the approaches to take in the Property sector when innovating around the client experience…

In L.P Hartley’s lyrical book ‘The Go-Between’, the past was a foreign country, where things were indeed done differently. But today the future is an undiscovered, though certainly not unimagined country, where things will have to be seen to be believed.

My role at MAPP is to attempt to interpret what things are to come, so that we as a business can prepare accordingly. This means imagining the client of the future – what they might look like and what they will want and need.

That requires an appreciation of influences outside the real estate sector and an extensive environmental analysis that can generate an understanding of the macro factors that might have an impact on our industry. To that end, it is useful to be involved in the Alternative Events “Tech & Innovation” summits, to gain a broader insight into the wider world of key professional service sectors, including Legal, Accounting &

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Robert Stark

Robert Stark

Robert Stark is Senior Executive Director, Strategy & Operations, at MAPP. With a strategic role overseeing all of MAPP's core Property Management function, Rob ensures that teams, technology and processes are effectively structured and connected. He explores and implements new technology to aid growth and works with clients to identify their requirements and interprets that into action, ensuring excellence in service delivery. Robert has over 20 years' experience in managing significant client portfolio mandates and working with sector-leading organisations to delivery change, engagement and performance.