From smart to sentient workplaces: the transition that really matters

Professionals across real estate, technology and workplace design gathered at the Smart Technologies 25 (ST25) conference in London on 25 March to explore a radical reframing of what buildings — and the people within them — are capable of. Hosted by WORKTECH at WeWork, the event marked a transition from smart systems to something more nuanced and human-aware: spaces that think, feel, and adapt.

Your autonomous teammate

The AI conversation has moved beyond automation and towards autonomy. Agentic AI, a central theme at ST25, are not tools awaiting prompts, but autonomous systems with the ability to make decisions in real time.

Elisa Rönkä, Founder, Kasvu Growth Hub: keynote speaker at Smart Technologies 25

‘Agentic AI doesn’t need a user interface. It acts,’ explained Elisa Rönkä, founder of Kasvu Growth Hub. These systems replace clunky interfaces with real-time, goal-driven outcomes – from smart desk allocation and dynamic scheduling to AI-driven soundscapes.

According to Gartner, 33 per cent of enterprise software will feature Agentic AI by 2028. But the road to Artificial General Intelligence is data dependent. As Dr Imogen Privett of UnWork put it: ‘The core barrier isn’t computing power – it’s the lack of good, structured data to feed AI.’

Designing with data

If AI is the engine, data is the fuel. The future workplace will be one that learns, senses and adapts. Arjun Kaicker from Zaha Hadid Architects highlighted how real-time data about movement, mood, and usage patterns is transforming buildings from static structures to responsive environments.

‘Data helps us find out where we’re spontaneous – and supports it happening more often’ – Dr Imogen Privett, UnWork

Booking.com’s campus’ building in Amsterdam uses sensors to regulate lighting, track occupancy, locate resources, and inform meeting room suggestions, with a unified workplace app integrating data across desks, rooms, lockers and even restaurant queue times, enabling a seamless user experience.

Democratising workplace data

Yet access to workplace data is still siloed, raising urgent questions around trust, ethics and governance. ‘The magic isn’t in the AI – it’s in the standardisation,’ explained Arjun Kaicker.

Sentiment and emotional data remain difficult to capture without infringing on trust. Facial recognition and wearables were flagged as especially intrusive. Floris Vroemen, Commercial Director at Mapiq, urged the sector to build systems that break down departmental silos, layer data transparently, and tailor information to the right users at the right time. While systems like UDMI (Universal Data Management Interface) are allowing clearer, interoperable data formats, much of the landscape remains a ‘muddy swamp’ of disconnected sources according to Vroemen.

Melting into the background

In the workplaces of tomorrow, the best technology will be invisible: digital tools will no longer compete for attention but instead  blend into the building design.

At ST25, the message was clear — digital design and spatial design must go hand in hand. AI is allowing easier incorporation of sensors and access systems, but physical integration remains a challenge. As Luka Birsa, co-founder and CTO at Joan Workplace, put it, ‘The best tech is invisible.’ Retrofitting is no longer enough — excellence demands intentional, ecosystem-level thinking from the outset.

Built-in intelligence

Behind the scenes, business models are shifting. Large organisations like HSBC are moving away from subscription-heavy SaaS (Space as a Service) stacks towards embedded intelligence built in-house. ‘We don’t buy anymore – we have the talent to build,’ said Matthew Potter, HSBC’s Head of Workplace Technology.

Instead of layering tools from multiple vendors, firms are designing cohesive, internal systems — reducing software stacking and moving toward outcome-based pricing models. As previously mentioned, Agentic AI plays a key role, unbundling specialist tools and embedding intelligence directly into workplace infrastructure, making digital systems more adaptable and cost-effective.

Persistent personalisation

From Zaha Hadid Architects to Disney, data-driven personalisation emerged as a defining theme. Extensive data analysis is enabling workspaces to respond to individual needs — from productivity patterns to personality types — marking a shift towards more emotional, human-centred and adaptive design.

Data analysis  showcasing employee movement throuhgout the day.Image: Zaha Hadid Architects

Arjun Kaicker of ZHA shared how the Bee’ah HQ in the UAE (United Arab Emirates) learns from user behaviour to optimise comfort and sustainability while ongoing work with Hettich in Germany explores pods adapting in real time to their occupants.

‘Why come in, if the space doesn’t uplift or support you?’ asked Kaicker. He also remarked: ‘One-size-fits-all? Not even one-size-fits-one.’

Upskilling to close the capability gap

A key concern at ST25 was that workplace transformation could outpace human capability. ‘There’s a false belief that AI won’t impact traditional industries like real estate,’ warned Elisa Rönkä. As the manager’s role shifts from operations to data interpretation, the upskilling gap is widening.

‘The biggest barrier to change is lack of education,’ said Saskia Lorrison, Head of Workplace Operations at City insurance firm Convex. Chris Boultwood of Workplace Group added that cross-team misalignment often stalls progress.

New hybrid roles blending spatial and technical fluency are emerging. But as Lorrison cautioned: ‘Don’t put tech where it’s not needed.’

The office as lifestyle platform

Perhaps the most philosophical shift of the day came from those reimagining the office as more than just a container for work. ‘Offices are becoming magnets – designed for emotional, sensory and social return,’ said Megan Dobstaff, Gensler’s Design Director.

Kaicker and others argued that architecture must now stimulate all five senses and resonate culturally. ‘It’s always people then process then technology, and people are the hardest part,’ noted Potter. From Instagrammable environments for Gen Alpha to emotionally intelligent layouts, workplaces are evolving into holistic experiences – as much about identity and wellbeing as they are about output.

Flexible headquarters

Finally, the idea of a fixed corporate HQ is being reimagined. Tom Redmayne of Industrious introduced new models for flexible headquarters that offer regional hubs and fractional use. ‘We’re building HQs that flex – without extra cost,’ he explained. This adaptability reflects a broader theme: distributed intelligence, embedded everywhere, which redraws the landlord-tenant dynamic as risk and reward are now being shared.

To conclude, this isn’t the beginning of the shift — it’s the middle. And in this middle, the workplace is no longer just smart. It’s sentient.