Ep 23: AI and Digital Twins: JLL’s Irene Thomas-Johnson on Using Tech to Free up Time to Focus on People

Irene’s career spans over 25 years of management, and she’s earned a reputation as an industry expert in corporate real estate and facilities management

Wednesday, December 11, 2024
SpotifyApple PodcastsiHeart RadioAmazon Music
  • Effective data collection: making sense of it and combating analysis paralysis
  • Evolution of the modern workplace and the role of facilities leaders post-COVID
  • Utilizing AI and digital twins in facilities management for better employee EX
  • How to effectively lead five different generations in the modern workplace
  • The future of facilities management: embracing AI and new technologies

In episode 23, I sat down with Irene Thomas-Johnson, former Global Account Executive at JLL, where she was responsible for helping her clients with the development of staffing models, identifying detailed savings and improvements plans, technology solutions, service delivery processes, tools, financial analysis, and more. She is also Chair of the IFMA Foundation Board of Trustees.

Irene’s career spans over 25 years of management, and she’s earned a reputation as an industry expert in corporate real estate and integrated facilities management. She was recently named to Skedda’s Top 20 Facilities Leaders Shaping Hybrid Work in 2024, and that’s why she joins us as a hero of hybrid work today.

Irene’s Career Path From Payroll to Integrated Facilities Management

Irene Thomas-Johnson attended UCLA while working full-time to put herself through school. She initially worked in the payroll department before becoming an administrative assistant. She transitioned into facilities management when she volunteered to fill a project manager role after the previous manager left.

Irene started working on interior improvement projects and ground-up projects for small restaurants. She eventually moved into the operations space as a facilities director and continued to progress in her career in facilities management.

Making Sense of Data and Combating Analysis Paralysis

Irene Thomas-Johnson defined integrated facilities management as “integrating people, process, technology, and assets in the built environment.” It involves managing operations and assets, which is basically all the visible items (e.g., furniture, lighting) in an office. Finally, it involves managing the people, which can be customers, internal employees, visitors, or more.

For facilities leaders to make sense of data and remain integrated without analysis paralysis, Irene Thomas-Johnson suggested first defining what is important for them or for the client. That means understanding the client's mission, goals, vision, and aspirations—and then really honing in on that and servicing them around their goals. 

For facilities leaders to succeed in the modern workplace, Irene Thomas-Johnson shared the need to understand client needs, analyze space utilization, and use technology such as sensor technology and Microsoft Power BI. She shared an experience with a client that wanted employees to return to the office in some capacity. Together, they started analyzing each space to understand how employees are utilizing the space and why they were utilizing it or not. They used technology to collect and analyze data that made an operational impact.

“We didn't want to just analyze information just for the sake of analyzing it or even gathering data for the sake of gathering data. You want to be able to make some operational impact with that data. We're very targeted on what data we collect and then what data we analyze.” - Irene Thomas-Johnson, former Global Account Executive at JLL

Evolution of the Modern Workplace and the Role of Facilities Leaders

Irene Thomas-Johnson shared that the sensors provided data on occupancy in the office space, including how many/how long/when people were occupying the space. From that analysis, people may not be sure when others will be in the office due to hybrid work arrangements, which led to collaboration woes. Having technology that gives real-time data can help teams collaborate more effectively.

The purpose of the office has changed dramatically, and facilities leaders should consider new ways of managing office space in the modern workplace. Irene Thomas-Johnson recommended embracing new technologies and AI as a starting point, and leveraging AI to make jobs easier and more efficient. 

“We're always going to manage the facilities, buildings, and assets, but there's so many tools out there that can help us do that and help us do it really, really well. Embracing these tools is the biggest thing.” - Irene Thomas-Johnson, former Global Account Executive at JLL

Utilizing AI and Digital Twins in Facilities Management for Better Employee Experience

Some technologies that Irene Thomas-Johnson mentioned include ChatGPT, Microsoft Copilot, and digital twins. She defined a digital twin as ‘technology for creating a digital replica of a building and its assets,’ with benefits like efficient troubleshooting, remote visualization, and remote decision-making before physical intervention. Digital twins provide better visibility, efficient management of assets, and a reduced need for immediate on-site technicians.

“With digital twins, you can visualize what's happening with that asset, and you can make determinations before you physically go out and either troubleshoot that asset or call in a vendor to troubleshoot it.” - Irene Thomas-Johnson, former Global Account Executive at JLL

Irene Thomas-Johnson also shared that there is a shift towards focusing on leveraging technology for better employee experience, which is crucial for businesses. New technology can free up time to focus on what's important to employees and customers, and the automation of tasks can make us more productive and allow us to focus on the people.

How To Effectively Lead Five Different Generations in the Workplace

Irene Thomas-Johnson shared her tips for working cohesively with five generations in the workforce. The key is to understand the language, work style, and expectations of each generation in the workforce. A successful leader needs to identify and address the needs and motivations of individuals from different generations. They should be able to tailor communication and engagement strategies based on the unique characteristics of each generation, both within the team and with clients.

“Really understand who your teams are, wherever you sit within your organization. Understand how to communicate with them and what their needs and motivations are. Some people are motivated by money. Other people just want you to say ‘You did a good job.’” - Irene Thomas-Johnson, former Global Account Executive at JLL

Irene Thomas-Johnson sees hybrid working with multiple generations as not a challenge but an opportunity for facility managers. By being able to better understand and motivate their teams, facility managers can create stronger teams that are more productive. Facilities leaders can also make the office a destination and overcome “commute regret” by ensuring that the technology in the office works. 

“It’s really important to make sure the technology works. The last thing you want is someone who’s commuted for an hour to get there, and then they’re like ‘I could have sat at home because my technology is so much better.’” - Irene Thomas-Johnson, former Global Account Executive at JLL

One such technology is collaboration software that helps in tracking when people will be in the office. Irene Thomas-Johnson further emphasized how essential seamless technology is for a smooth office experience. Incorporating new tools with the basics can help a hybrid work environment thrive. One of the basics may be encouraging people to turn on cameras during virtual meetings, setting expectations early on, being intentional in meetings, coming prepared with an agenda and clear purpose. 

The Future of Facilities Management: Embracing AI and New Technology

Irene Thomas-Johnson shared that companies need to balance in-office work and work-from-home opportunities in this day and age. Organizations really need to think about what they want to accomplish and how they can better support their workforce to be the most productive. Some functions may not require employees to commute to the office and can be done from home. Therefore, she encourages companies to consider their goals, services, and the productivity of employees when making decisions about remote work.

“People are dreaming if they think they’re going to get a 100% occupancy rate for now and forever. We’re so used to hybrid work, and we’ve proven that we can be very productive and successful in a hybrid environment.” - Irene Thomas-Johnson, former Global Account Executive at JLL

Irene Thomas-Johnson’s advice for leaders in facilities management is to pay attention to new technologies such as AI, as they can leverage these tools to enhance their success and achieve their goals. It is important for leaders to overcome their fear of AI by learning the basics and understanding how to leverage it, even if they are not experts in the technical aspects.

References

JLL is a leading professional services firm that specializes in real estate and investment management. JLL shapes the future of real estate for a better world by using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities.

Speakers

HOST

Jenny Moebius

SVP @ Skedda | Angel Investor

Jenny is a top Go-To-Market (GTM) leader in the Greater Boston area, where she has a track record of building powerful brands and categories, generating demand (for both sales- and product-led orgs), and creating energizing mission-driven cultures of belonging in the B2B tech space.

GUEST

Irene Thomas-Johnson

Global Account Executive @ JLL

Irene is an industry expert in corporate real estate and integrated facilities management with over 25 years of experience in management, construction, retail, business, and education. She is also the Chair of the IFMA Foundation Board of Trustees, among many other titles and accolades in the facilities space.

Elevate Your Workspace with Skedda

Say goodbye to the chaos of space allocation and welcome a new era of workplace harmony.

Get Started Free