In episode 394, host Mike Petrusky speaks with Melissa Marsh, Founder & Executive Director at PLASTARC, where she is a passionate practitioner of workplace strategy and a leader in change management services delivering social research and people analytics for the built environment. Mike asks Melissa why she believes organizations need to focus on digitizing their real estate assets, ensuring system interoperability, and bridging the gap between people and building data to truly realize the benefits of AI and IoT. They explore how the post-pandemic world has fundamentally changed how cities and offices are occupied, leading to less predictable and more variable patterns of use, which necessitates new strategies for space management. Melissa says smart buildings are increasingly defined by their ability to connect digital and physical assets, so the transition to smart workplaces requires an investment in data systems and a clear understanding of desired outcomes before layering on AI tools.
Agenda
- Exploring how artificial intelligence, people analytics, and smart buildings are reshaping workplace experience
- Understanding the evolution of the built environment post-pandemic and what return-to-office really looks like now
- Examining the role of digital systems and interoperability in enabling intelligent workplaces
- Identifying opportunities created by the next generation of workplace and facility management professionals
- Leveraging AI and IoT to enhance human connection, well-being, and delight at work
What you need to know: Workplace takeaways
Takeaway 1: Workplace intelligence starts with strong digital foundations
“The problem with artificial intelligence for architecture design and workplace is you need intelligence first,” Melissa explains. Before organizations can benefit from AI, they must invest in digitizing building systems, design data, and operational platforms.
True workplace intelligence begins with knowing what “good” looks like — defining excellence in experience, performance, and outcomes — and then using technology to support progress toward that goal. AI cannot compensate for fragmented, analog systems.
“You’ve got to have your building systems digitized. You’ve got to have your design systems digitized, and you have to bring those into intersection with your human resources and your data and technology platforms,” she emphasizes.
Organizations that prioritize interoperability between real estate data, HR platforms, and digital building systems are far better positioned to unlock meaningful insights and deliver better occupant experiences.
Takeaway 2: Smart buildings are becoming social and experiential spaces
Smart buildings are no longer just about efficiency and automation. They are evolving into social, digital ecosystems that support connection, well-being, and personalization.
“We can finally measure delight,” Melissa notes. What was once considered a qualitative concept is increasingly becoming quantifiable through people analytics, sensors, and digital feedback loops.
Internet of Things (IoT) devices and smart products present major opportunities to understand how people move through, interact with, and feel within buildings. “The intersection between the internet of things… and our own building wellness is just going to be an incredible opportunity,” she says.
The goal of smart technology isn’t simply automation — it’s enhancing the human experience by creating environments that respond dynamically to occupant needs.
Takeaway 3: The post-pandemic workplace will not return to pre-2020 norms
The pandemic fundamentally reshaped how people work, especially in cities like New York. Marsh draws parallels between the evolution of cities and the evolution of workplaces, noting that both are adapting to new human behaviors and expectations.
Office occupancy and utilization are unlikely to return to previous levels, and organizations must accept this shift rather than waiting for a “return to normal.” Under-occupied buildings represent both a workplace challenge and a significant environmental cost.
There is now an urgent need to reconcile sustainability goals with space utilization strategies — right-sizing portfolios, improving energy efficiency, and rethinking how space is used.
“I like to say that I can see the future from New York City,” Melissa shares, highlighting how urban environments often preview broader workplace trends.
Takeaway 4: The next generation will accelerate workplace transformation
A new generation of workplace and facility management professionals is entering the field with advanced skills in coding, digital tools, and analytics.
“For our buildings and those systems, the next generation of talent is going to help people unlock the power of data in our buildings in a completely different kind of way,” Melissa explains.
This generational shift will accelerate innovation in real estate, design, architecture, and facilities by making data-driven decision-making the norm rather than the exception.
Workplace leaders who embrace this talent — and empower them to experiment, analyze, and innovate — will gain a competitive advantage in delivering better employee experiences.
Takeaway 5: AI should enhance connection, not replace it
AI’s true value in the workplace goes far beyond automation and cost savings. When used thoughtfully, it can enhance personalization, connection, and well-being for building occupants.
“AI’s value in the workplace extends beyond automation,” Melissa explains. The goal should be to use intelligent systems to support better decision-making and more human-centered environments.
As Mike summarizes, “We want to be purveyors of excellent workplace experience.” AI should help workplace leaders achieve that ambition by enabling smarter, more responsive spaces — not by removing the human element.
Workplace management insights
- Smart buildings are evolving into social and digital environments that must integrate physical assets, digital platforms, and human needs
- Digitization and interoperability are prerequisites for successfully deploying AI in the built environment
- People analytics enable organizations to measure experience, well-being, and even delight
- Under-utilized space represents both a financial and environmental sustainability challenge
- The next generation of workplace professionals brings critical skills in analytics, coding, and digital systems
- AI should be leveraged to enhance personal experience, connection, and occupant wellness
- Excellence in workplace experience starts with strong foundational systems and clear definitions of success
Learn more about Eptura’s Flex/26 New York and explore the full library of Workplace Innovator podcast episodes for an in‑depth look at workplace insights.
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