Simon Elliot 18th February, 2023 Last week, some of the most influential work experience professionals and organizations from the financial services sector gathered in New York to explore and discuss the future of work, and workplace. Hosted by BNY Mellon's Alicia Duncan , and co-presented by JLL's Bobby Magnano , 4xi was delighted to support the conference with Ann McNally moderating the final panel of the day - Workplace Experience. For those that didn't get the chance to attend, here are some my observations and key takeaways from the event: The Reinvention of the Modern Office Philip Ross , founder of WORKTECH and CEO of Ungroup kicked off the conference talking about his newly released book, Unworking, the Reinvention of the modern office with co-author, Jeremy Myerson. Unworking takes a fascinating look at the foundations of the modern office and how that has evolved over time. As we look toward a future of hybrid or virtual offices, this is a timely call to rethink the very nature and design of the workplace. Over the past one hundred years, the office has been integral to the development of modern society. It has shaped the architecture of our cities, the behavior of our organizations, and the everyday movements of millions of people. In 2020, however, the global pandemic brought our attendance in the office to an abrupt halt and triggered a complete reevaluation of the purpose of the workplace. Unworking offers a panoramic view of the office and explores what happens next. The authors advance a manifesto for “unworking”—unlearning old habits and rituals established for an outdated office and crafting and creating new ones fit for an age of digital technology, design innovation, and diverse workforces. What do people really want? In this new era of the office and work, what do people really want, or perhaps more to the point what have they realized that they no longer want, or not to return to old habits and rituals - it comes back to the "C's": Convenience: What you want, and need, when and where you need it. Community: and the yearning to have a sense of friendship and belonging. Connectivity: to the business and colleagues, wherever you are. Collaboration: to get things done, to make an impact. Commute: is now understood for the waste of precious life that it once was. Coffee (and food): is an important magnet to return to office. No longer is a grueling commute, a dismal cubicle, a crappy cup of coffee, and a curled up cheese sandwich for lunch enough to lure people to work, let alone stay. There has been talk about the "Great Resignation", and even in hindsight, the "Great Regret" but the reality is that people have changed, and many would say, they have changed for GOOD, for the better. What do organizations want? Of course productivity, revenue, and profitability are always in focus but more so today is the investment and utilization of real estate - do firms need all their space, and if they do plan to keep it, how do they optimize it, program it, to become relevant to the new ways in which we will work into the future? There seems to be a consensus that firms want their people back, but the question becomes how often and when? From full 5-day a week mandates to what seems to be a more common and softer approach of XX days a week - coordinated in teams so that office time becomes more valuable than just going for the sake of doing so. Tuesdays, Wednesdays, and Thursdays seem the obvious candidates, however as noted, some are opting for Mondays and Fridays which often offer less heavy commutes, and the opportunity to build in social time and team building. Whatever your return to work strategy, level of mandating, it must be visibly led by leadership - ensuring that the office experience is meaningful, has purpose, is a valued experience for them to be motivated to return. How to engage with the workforce, wherever they may be? Long on the wish list has been the all encompassing work experience app that until now has been out of reach. Organizations (and people) struggle with the adoption of multiple apps that do multiple things - it gets complicated, confusing, clunky, and adoption rates have long been challenging as a result, questioning the sensibility in the investment and the tangible outcomes such deployments drive. Enter companies like Inpixon and Modo Labs who seem to have mastered the art of integration of existing legacy apps, platforms, and systems, and bring them into one place for a seamless, all encompassing user experience - from checking out commute options, booking a desk, meeting room, ordering lunch and a fitness class, to knowing which of your team will be in the office today, where, connect, and arrange to meet, or a social after hours. It's apps like these that are making a difference at firms like Goldman Sachs, HSBC, and Capital One. With adoption levels being the primary measure of success, firms who adopt an airline approach and incorporate security access can reach that 100% magic number. How do you measure the investment in work experience? So, you have created your plan to transform your work experience. You're proud at the level of creativity, ingenious initiatives that are not only going to get people back to work but they're going to have a lot of fun in the process! It's planned, costed, and about ready to roll -final hurdle, the CFO, "This is all well and good, but how are we going to measure success, or otherwise?" Of course, it's not that hasn't crossed your mind, but how do you measure what for many are soft metrics and turn them into something that is measurable but also valuable to your organization. We think its all about alignment: What does your organization want to achieve, and why? What is the impact of the outcomes and why does it matter? What are the metrics of measuring success? What is the investment, and the return? Is your leadership fully aligned and committed to the journey? EXAMPLE PROBLEM STATEMENTS & COMPARATIVE MEASURES Identify some problem statements that apply to your business, including the comparative measures and what they mean to you: - Our RTO target is X% and our actual rate is Y%. - We know we're losing our talent to A, B, and C corporations. - Of all the offers we extend, we have an acceptance rate of DD%. - Our employee turnover rate is E% higher than the industry average. - Our employee listening scores have declined by F% over the past 3 years. - We're in the 4th quartile in the Best Place to Work index. - Great Places to Work perform G% better than those that are not. - It costs us H% of annual salary to replace each leaver. It's when we frame these work experience transformation initiatives in such a way that we can create measurement metrics to support our investment proposals, and track our progress against them over time. Work experience transformation isn't a one hat fits all, as every firm is different, different cultures, dynamics and goals - the best plans are those that are highly tailored yet based on the foundations of industry insights and data. We hope you enjoy these insights and observations, let us know your own thoughts. Thanks to all those that joined us in New York, including: #Accenture #Adriance #Appspace #BroadridgeFinancial #Circles #CNA #CountryFinancial #Cresa #DOJO #Envoy #Eptura #Freepace #Gensler #Hines #Infogrid #Inpixon #ISS #Jefferies #JLL #MODOLabs #Nelson #NorthernTrust #Nuvolo #NYU #PNC #Robinhood #RowPartners #SatoriConsulting #SpaceMatrix #Spacestor #Steelcase #Unwork #Wilkhan #WillisTowersWatson #WORKTECHAcademy #10Times #Veldohen #WiredScore #WorkDesignMagazine #WorkplaceEvolutionaries #ERAco #4xiGlobalConsulting Another great conference, thanks to WORKTECH, Philip Ross , Isabel Dewhurst-Marks , and Samantha Cullen . Thanks to all those that attended. I look forward to seeing you at the next one, wherever that may be! WORKTECH Academy - How we'll work tomorrow WTA is a global network of workplace and work experience professionals focused on #People #Place #Culture #Innovation #Design and #Technology. It's a place for insights, thought leadership, and community. If you've attended a WORKTECH event, you are already a member. However, there are additional ways to get involved at Community, Corporate, and Global Partner Levels, Come Join the Conversation! Simon Elliot is Managing Partner and co- founder of 4xi Global Consulting & Solutions and is focused on a people- first approach to enable optimum Human Experiences for people away from home: at work, in education, at rest, or at leisure . Simon believes that Experience Matters! applies in many different ways and is the fundamental foundation of a successful business, no matter the business. Simon is a global citizen, having lived, worked, and traveled to over 45 countries and six continents, and believes in the power of human potential. He is a Fellow of the Institute of Directors, a Member of the Institute of Leadership & Management, and the North America Chair of the WORKTECH Academy. Simon lives in the San Francisco Bay Area. 4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, impacting the Human Experience (HX) for people at work, in education, rest, and at leisure. We believe in a people-first, experience-led philosophy. Whether client, employee, or guest – their experience is the fundamental foundation of success. We work with corporations, service providers, and innovators: Strategic Advisory & Special Projects (SPx) Headquarters Fractional Support On-Demand Evolving Experiences© - Employee (EX) & Customer Experience (CX) Design4Life©: Environmental, Physical, and Experiential Design Global Amenities Strategy , Design & Operations TRUE NORTH©: Strategic Partnership & Growth Explorers Innovation Directory: Gateway to Innovation Sustainability Simplified©: Supply Chain & Innovation Market Research Reports & Benchmarking 4xi is proud to be Chair of WORKTECH Academy for North America and a member of its Leadership Advisory Board. 4xi is a Global Ambassador for WORKTECH Academy. San Francisco | New York | Philadelphia | Orlando | North Carolina | Seattle | Silicon Valley | Santiago | London | Tokyo

Barbara Boden, Managing Partner and co-founder, and Ann McNally from boutique advisory firm 4xi Global Consulting, share their insights on the importance of data and benchmarking on this episode of Customer Service Academy hosted by Tony Johnson . In this episode, we welcome Barbara and Ann into the studio to talk about data, insights, vendor relationships, and moving from insights to action. They have also created a new tool called CRITERION Benchmarking - a membership driven platform to find information on questions leaders have about their business and specific topics. Barbara and Ann share their thoughts on how: The best organizations use data to make decisions and prioritize resources. Working with contract partners to connect cultures in a meaningful way. Don't let data rot in a desk drawer, you must take action on what you learn to improve your business. Just getting the data isn't enough - share the information widely to harness the brainpower of your organization. In times of uncertainty, data keeps the focus where it matters the most. CRITERION BENCHMARKING CRITERION is an exclusive online membership for workplace experience leaders - with access to peer-to-peer insights on various site services. CRITERION provides real-time answers to the often asked question – how do we compare to others? CRITERION gives you access to insights both inside and outside your network and eliminates the time and effort devoted to gathering answers through limited calls and emails. CRITERION Members agree to participate in the monthly anonymous survey covering relevant workplace topics. Our reporting methodology ensures confidentiality while providing an in-depth actionable report in aggregated format. CRITERION also offers a combination of public and private polls only accessible to members in our password protected membership area. The possibilities and use cases are endless, but here are just some examples: Return to Work Strategies Post COVID Best Practices Amenities Strategies Foodservice Insights Breakrooms & Pantries Policies & Procedures Investments & Subsidies Sustainability & ESG Health & Wellness Key Performance Indicators Technology & Innovation Learn more about CRITERION Benchmarking and how it can help you with data and insights through peer-to-peer learning. Barbara Boden spent 20 years of her career leading global hospitality and amenities services at financial services powerhouse JPMorgan Chase & Co for 250,000+ associates worldwide. Barbara is a thought leader and pioneer of creating winning strategies and execution of first class work experiences. Ann McNally led global amenities at Bristol Myers Squibb and Morgan Stanley before leading growth with service giant Sodexo. Ann was one of the founding consultants at 4xi Global Consulting and is the practice lead for Criterion Benchmarking delivering data and insights for amenities services leaders. For more information on 4xi, 4xi360, or CRITERION Benchmarking, you can email Ann McNally at annmcnally@4xiconsulting.com Tony Johnson is 4xi’s Chief Experience Officer and leader of the Evolving Experiences© practice. Before joining 4xi, he was the Customer Service Officer for Aramark, a global food and facilities organization. Tony is a Certified Customer Experience Professional (CCXP), award-winning speaker, and globally recognized employee and customer experience expert. Tony is the author of 3 books on leadership, employee engagement, and customer experience and hosts an industry-leading weekly podcast, Customer Service Academy. Customer Service Expert | Author | Trainer | Speaker 4xi: Inspiring a brighter future, together. 4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, creating an impact on the Human Experience (HX) for people at work, in education, rest, and at leisure. We believe in a people-first, experience-led philosophy; whether client, employee, or guest – their experience is the fundamental foundation of success. We work with corporations, service providers, and innovators: Strategic Advisory & Special Projects (SPx) Headquarters Fractional Support On-Demand Evolving Experiences© - Employee (EX) & Customer Experience (CX) Design4Life©: Environmental, Physical, and Experiential Design Global Amenities Strategy , Design & Operations TRUE NORTH©: Strategic Partnership & Growth Explorers Innovation Directory: Gateway to Innovation Sustainability Simplified©: Supply Chain & Innovation Market Research Reports & Benchmarking 4xi is proud to be Chair of WORKTECH Academy for North America and a member of its Leadership Advisory Board. 4xi is a Global Ambassador for WORKTECH Academy. San Francisco | New York | Orlando | North Carolina | Philadelphia | Seattle | Silicon Valley | Dallas | Santiago | London | Tokyo

Data and insights are the fuel for impactful decision making. In Customer and Employee Experience (CX and EX) strategy, data is an integral part of the design and feedback process. You likely are inundated with requests to give feedback on every hotel room, flight, ice cream cone, and oil change you receive. And that was probably just last week. The reason you feel so under siege is that organizations have realized that customer data (and the ability to segment that data) can create a distinct competitive advantage when it comes to attracting and retaining customers. The better you can understand your customers the more personalized service you can deliver for them. That is a winning recipe for building loyalty and customer lifetime value. So where to start? While collecting data might seem like the logical first step, we need to be sure we are first asking the right questions. Asking the Right Questions You must begin with the right question set. That will likely be customized based on your market and when it comes to customer experience, Net Promoter Score (NPS) is the current standard bearer. This measures your likelihood to recommend businesses and products - and you’ve seen it hundreds of times. It normally sounds something like “I would recommend Downtown Chevrolet’s maintenance department to a friend or colleague.” The one thing to remember here is that survey fatigue is cutting into the number of questionnaires customers are willing to complete these days. Your best bet is for small surveys, even just one or two questions, in hopes you can harvest some data from your customer base. Gathering the Data Now that we have the question set dialed in to the fewest number of questions possible, we can start mining. Data provides insights into the experiences of both customers and employees - and highlights areas for improvement. Data can come from various sources such as email surveys, follow up calls, focus groups, and customer feedback platforms (Voice of the Customer). The more data you collect, the more accurate and comprehensive the picture of your organization's CX and EX strategies will be. Benchmarking Once you have data, it is essential to benchmark it against industry standards and best practices. This will give you an idea of how your organization is performing compared to others and highlight areas for improvement. Benchmarking also provides valuable insights into what is working well for other organizations and can help you design and prioritize your overall strategies. Asking the right questions, gathering the data, and benchmarking against the marketplace provides context. Data without context is meaningless and won’t show you the whole story when it comes to potential actions to take. Taking Action Collecting data and benchmarking are just the first steps. The real value comes from taking action on the insights gleaned from the data. This may involve making changes to your products or services, improving processes, or investing in training and development programs for your team. Taking action will not only help improve the experiences of customers and employees but will also drive business results. This is often where organizations lose focus – translating what they learn into steps to improve experiences for their customers and teams. Don’t let your data rot in a desk drawer or on a server, ensure that actions plans are built, prioritized, and most importantly executed with accountability. Listening to your customers builds sales and listening to your team builds retention. Gathering data, benchmarking, and taking action are crucial components of organizational growth and accountability. They provide the foundation for decision making, drive meaningful results, and help organizations stay ahead of the competition. Data-driven decision making is the key to unlocking the full potential of both your customer and your employee strategies. By embracing these four components, you can create personalized and meaningful experiences that will set you apart in the marketplace. Listen to Tony's Customer Service Academy podcast with 4xi's Barbara Boden, and Ann McNally talking about the importance of data, benchmarking, and insights. #CRITERION Tony Johnson is 4xi’s Chief Experience Officer and leader of the Evolving Experiences© practice. Before joining 4xi, he was the Customer Service Officer for Aramark, a global food and facilities organization. Tony is a Certified Customer Experience Professional (CCXP), award-winning speaker, and globally recognized employee and customer experience expert. Tony is the author of 3 books on leadership, employee engagement, and customer experience and hosts an industry-leading weekly podcast, Customer Service Academy. 4xi: Inspiring a brighter future, together. 4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, creating an impact on the Human Experience (HX) for people at work, in education, rest, and at leisure. We believe in a people-first, experience-led philosophy; whether client, employee, or guest – their experience is the fundamental foundation of success. We work with corporations, service providers, and innovators: Strategic Advisory & Special Projects (SPx) Headquarters Fractional Support On-Demand Evolving Experiences© - Employee (EX) & Customer Experience (CX) Design4Life©: Environmental, Physical, and Experiential Design Global Amenities Strategy , Design & Operations TRUE NORTH©: Strategic Partnership & Growth Explorers Innovation Directory: Gateway to Innovation Sustainability Simplified©: Supply Chain & Innovation Market Research Reports & Benchmarking 4xi is proud to be Chair of WORKTECH Academy for North America and a member of its Leadership Advisory Board. 4xi is a Global Ambassador for WORKTECH Academy. San Francisco | New York | Orlando | North Carolina | Philadelphia | Seattle | Silicon Valley | Dallas | Santiago | London | Tokyo

With all due respect to movie classic The Godfather, the line “It’s not personal, It’s strictly business” isn’t the best approach in today’s marketplace. Today everything starts with personalization. Customers have come to expect personalized experiences that cater to their unique needs and preferences as the stakes for hospitality continue to increase. As a result, organizations are discovering the power of data and technology to deliver these customized experiences at scale. So, what can you do to harness the power of personalized experiences to build loyalty (and sales) within your brand? Understand Individual Needs Customers come from all manner of diverse backgrounds with even more diverse preferences and expectations. That means that using data scraped from all Voice of the Customer (VOC) channels and stored in a dynamic CRM system can help gather insights into individual preferences and behaviors. From there it becomes incumbent to tailor experiences to meet their specific needs. That means creating service methodologies and steps of service that bring the brand to life, curating products that meet the specific needs of each segment, and delivering it all in a way that feels “just for me” in nature. Customize Experiences Across the Customer Journey Not too long ago, the idea of knowing customers’ names was a unique way to set yourself apart from your competition, but now it’s ubiquitous in the marketplace. Everyone is recording names on coffee cups, at the point of sale, or on your sub wrapper before they start making your sandwich. Now, let’s be clear – learn people’s names and use them. Just don’t think it is the end of the personalization journey. Businesses must look for ways within all touchpoints to create personalized experiences across the omnichannel experience. Think about how Amazon suggests items to buy based on past purchases or what you currently have in your cart. When we recently adopted a new King Charles Cavalier Spaniel, as I was buying new collars and leashes, Amazon reminded me to get another dog dish and walking harness. Personalization can also mean ensuring that websites meet the needs of evolving consumer preferences and are ultimately accessible and user friendly. Customization also comes in the form of live interactions with your team. Whether in a contact center, chat, or in person environment, teams have the opportunity to customize tone, conversational style, and complementary suggestions to the customer in front of them. That personalized approach ensures that customers always have what they need. Data-Driven, Tech Enabled Decision Making As mentioned earlier, data is a key enabler of personalizing experiences for customers. Whether through surveys, market analysis, interviews, or observations, the more you know about your customers, the better you can customize experiences for them. There are a host of tools available to gather and implement data with your customers each day. Artificial Intelligence and Chatbots can provide simple self-service type tasks for customers and will continue to handle more complex operations in the future. Surveys and feedback mechanisms continue to evolve based on customer preference to allow for mobile friendly or even SMS text-based questions that are easy to answer and quick to complete. Moreover, AI continues to automate the review of survey information to show sentiment analysis and trends by market segment. This is crucial as each generational purchasing cohort has a distinct set of preferences as they take their journey with a brand. This analysis and application of data will lead to experiences that resonate personally with customers of all backgrounds. The power of this work is only beneficial if you take time to learn about your customers, train and coach your employees, and align your brand with consumer preferences. Without that effort you’ll just spend a lot of money on shiny technology with nothing to show for it. When companies create personalized experiences: It creates a welcoming, inclusive, and connected experience for customers Customers feel understood with a sense of trust and loyalty Customer satisfaction increases Overall customer spending increases Customers engage more frequently with brands across all channels Customers become brand advocates and defenders Now this all comes with a set of potential challenges inherent in the age of data and analytics. Every organization must address privacy concerns when it comes to protection of confidential and sensitive information. This could be credit card security compliance, health privacy, or consent when it comes to harvesting and using data. This is a measure of trust, and you only need a quick google search to find financial, healthcare, government, and retail organizations that have lost the faith of their customers when they allowed personal data to escape into the universe. It is truly all about balance. It is about collecting data, using data, and being judicious with data for the good of both decision-making and your customer satisfaction. Experience will continue to be driven by personalization and customization of service and experience. By applying the right data at the right time and coaching your team to apply the learnings without coming across as a creepy stalker, you can create moments tailored for each segment of your customer base. This will drive the unique, welcoming, and inclusive service that will bring your customers back again and again – and share your brand story within their sphere of influence. Until next time, Tony. *Hand crafted by a real person, not AI Tony Johnson is 4xi’s Chief Experience Officer and leader of the Evolving Experiences© practice. Before joining 4xi, he was the Customer Service Officer for Aramark, a global food and facilities organization. Tony is a Certified Customer Experience Professional (CCXP), award-winning speaker, and globally recognized employee and customer experience expert. Tony is the author of 3 books on leadership, employee engagement, and customer experience and hosts an industry-leading weekly podcast, Customer Service Academy. For more information about 4xi's Evolving Experiences©, you can contact Tony directly at tonyjohnson@4xiconsulting.com 4xi: Inspiring a brighter future, together. 4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, creating an impact on the Human Experience (HX) for people at work, in education, rest, and at leisure. We believe in a people-first, experience-led philosophy; whether client, employee, or guest – their experience is the fundamental foundation of success. We work with corporations, service providers, and innovators: Strategic Advisory & Special Projects (SPx) Headquarters Fractional Support On-Demand Evolving Experiences© - Employee (EX) & Customer Experience (CX) Design4Life©: Environmental, Physical, and Experiential Design Global Amenities Strategy , Design & Operations TRUE NORTH©: Strategic Partnership & Growth Explorers Innovation Directory: Gateway to Innovation Sustainability Simplified©: Supply Chain & Innovation Market Research Reports & Benchmarking 4xi is proud to be Chair of WORKTECH Academy for North America and a member of its Leadership Advisory Board. 4xi is a Global Ambassador for WORKTECH Academy. San Francisco | New York | Orlando | North Carolina | Philadelphia | Seattle | Silicon Valley | Dallas | Santiago | London | Tokyo

Boutique advisory and professional services firm, 4xi Global Consulting, announces Sodexo and Leanpath veteran, Christy Cook as Chief Sustainability Officer in Residence to lead their Sustainability Simplified© practice. Christy is a highly accomplished leader in the field of Environmental, Social, Governance (ESG), and sustainability with nearly 20 years of experience. Her expertise lies in corporate sustainability and collaborating closely with clients to enhance their sustainability performance. From her beginnings in devising sustainability solutions for a single college campus, she expanded her impact to 8,500 sites across North America, spanning seven diverse business sectors, during her tenure at Sodexo, the 19th largest employer globally. "We have worked with Christy on a number of projects over the past couple of years and have always been impressed with her absolute dedication and commitment to all matters ESG. We are delighted and proud to welcome her to the 4xi family." - Simon Elliot, Managing Partner, 4xi Global Consulting. In her role at Sodexo, Christy served as an internal consultant to the company's top 500 partners, driving ESG reporting for Sodexo North America, and spearheading sustainability initiatives across the 8,500 sites to achieve Sodexo's ambitious public sustainability commitments. Additionally, she led the development in establishing world's largest food waste prevention program. As the Vice President of Customer Success at Leanpath, an environmental software, Christy led the account management team and empowering clients to adopt food waste prevention and measurement practices in kitchens worldwide. Currently, Christy holds the esteemed positions of President and Chief Sustainability Officer at vranda, an ESG software solution that is in advanced acquisition discussions. Furthermore, Christy is the founder and CEO of InvestHER Strategies, where she serves as a trusted strategic advisor to sustainability leaders at startups and small businesses, empowering them to drive positive change. In her most recent endeavor, Christy joined the esteemed 4xi team as Chief Sustainability Officer, reinforcing the organization's commitment to environmental stewardship and responsible business practices. With an illustrious career spanning diverse leadership roles in the ESG and sustainability sector, Christy continues to inspire and shape the future of sustainable practices, making a lasting impact on both businesses and our planet. Meet Christy: Impact drives everything I do. I am a “real idealist". That shows up for me idealistically in that I believe everyone wants to do better and take steps to do so. The realist in me understands that the path to make positive change takes work, time, and people can be resistant to that progress for various reasons. Those two views, idealism and realism, are often said to be opposing forces. However, I like to think of them as guardrails for the work that people in organizations want to do. My role is to understand the real opportunities and struggles organizations face on the path to drive greater impact and I design programs to eliminate or reduce those issues so progress can happen. Approaching complex environmental, social, and governance (ESG) issues with that lens builds trust that often makes businesses more sustainable over time and their actions more impactful. I joined the 4xi team to expand my impact and simplify sustainability for greater adoption. There are no boundaries with this talented team working together. You might have a simple program that needs developing or a complex ESG Strategy. No matter the task, our strength is in the collective. Welcome to the 4xi team: Our Strength is in the Power of Our Collective. Interested and figuring out where to start? Check out 4xi's Sustainability Simplified© services. Learn more about our approach to ESG in Sustainability Simplified 2.0 Email me at ChristyCook@4xiconsulting.com Book a Call feature on the Sustainability Simplified website, or Reach out to me on LinkedIn . 4xi Global Consulting & Solutions is a boutique advisory firm focused on advancing the Human Experience (HX) in the away-from-home markets: at work, in education, at rest, and at leisure. Our team of senior leaders, and industry and functional experts are available to support your ESG Strategies, Sustainability, and Procurement. HELPING ORGANIZATIONS ALIGN ESG VISION WITH STRATEGY, RESOURCES, EXECUTION, AND MEASUREMENT. ESG STRATEGY & ALIGNMENT Helping organizations translate ESG vision into strategy, gain alignment, and drive execution, and impact. SUSTAINABILITY ROAD MAP We help you build a sustainability road map to transformation and change in practical, measurable steps and actions. SUPPLY CHAIN: SETTING STANDARDS Review your existing procurement practices and how they apply to your strategy. Set new standards to optimize impact. MENU DESIGN & NEW PRODUCTS Structuring now just what you buy and from where, but helps you with menu alignment, and search for new products. OPTIMIZE PERFORMANCE Our team has decades of experience in helping organizations optimize ESG performance and really make a difference. MEASUREMENT & REPORTING The clearest way to drive impact is having a line of sight to your performance, from which you can make impactful decisions. DOING THE RIGHT THING, IS THE RIGHT THING TO DO. Meet OUR TEAM and learn more about how we can support your business, BOOK A CALL to explore how we can help you, or email us at hello@4xiconsulting.com

In today's fast-paced work environment, technology has revolutionized the way we work. One of the most significant advancements has been the development of workplace apps, which help us streamline tasks, communicate effectively, and collaborate with team members. These apps have become an essential part of modern workplaces, and they have transformed the way we approach work. Some companies have taken the plunge already following consumer brands with engaging Apps. Those organizations without employee Apps will be the outliers and fall behind in terms of their employer brand and employee proposition. Check out our latest article, Work Experience: It's All in the (APP)lication. If you want to learn more about Employee Engagement Apps for your business then contact us at hello@4xiconsulting.com , visit our website at www.4xiconsulting.com , or click on the following link. 4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, impacting the Human Experience (HX) for people at work, in education, rest, and at leisure. We believe in a people-first, experience-led philosophy. Whether client, employee, or guest – their experience is the fundamental foundation of success. We work with corporations, service providers, and innovators: Strategic Advisory & Special Projects (SPx) Headquarters Fractional Support On-Demand Evolving Experiences© - Employee (EX) & Customer Experience (CX) Design4Life©: Environmental, Physical, and Experiential Design Global Amenities Strategy , Design & Operations TRUE NORTH©: Strategic Partnership & Growth Explorers Innovation Directory: Gateway to Innovation Sustainability Simplified©: Supply Chain & Innovation Market Research Reports & Benchmarking 4xi is proud to be Chair of WORKTECH Academy for North America and a member of its Leadership Advisory Board. 4xi is a Global Ambassador for WORKTECH Academy. San Francisco | New York | Philadelphia | Orlando | North Carolina | Seattle | Silicon Valley | Santiago | London | Tokyo

In the ever-evolving landscape of modern business, one question persists: How do you forge the perfect partnerships? The answer, according to 4xi Global Consulting, is elegantly simple yet profoundly impactful. True partnerships are those where both parties are not only driven to meet mutual goals but are also aligned with the factors that lead to success. The next question naturally follows: How do you get there? The Pitfall of Output-Based Contracting Conventional wisdom often dictates that contracts should be output-driven, focusing primarily on price rather than the quality of outcomes. However, the downside of this approach is that it can inadvertently shift the focus away from strategic imperatives, ultimately sidelining the pursuit of excellence. A striking anecdote serves as a cautionary tale: a university's quest to cut costs led to a bulk purchase of the cheapest toilet paper available. The result? Inventory storage charges, depletion within nine months, and a distinctly uncomfortable experience for students and staff. The lesson learned is unequivocal: cheaper isn't necessarily better. There's a superior approach, and it's grounded in relationships. The Renaissance of Relational Contracting Relational Contracting, while not new, is experiencing a renaissance. Far from the stereotypical golf-course handshake deals, this model emphasizes collaboration, transparency, and shared success. As the business world evolves, more forward-thinking organizations are recognizing the immense value of focusing on mutual benefits rather than driving outcomes unilaterally. Imagine a scenario where both parties agree to a shared financial outcome, linked to a risk-reward mechanism that not only governs performance but also incentivizes success. This approach is gaining traction among some of the globe's most progressive and successful organizations. At 4xi Global Consulting , we've witnessed the transformation of archaic procurement practices into a dynamic system where mutual benefit reigns supreme. The 4xi Strategic Partnership Journey The journey to successful partnerships is outlined through several crucial steps: Defining Identity & Objectives: Understanding who you are and what you want. Ideal Partner Identification: Partners who share your principles and objectives. Fostering Collaboration: An environment of collaboration & partnership. Win-Win Contracting: Craft contracts that benefit both parties. Robust Governance Framework: Develop a strong governance structure. Clear Expectations & Metrics: Set expectations and measurable success criteria. Leadership and Accountability: Identify leaders and establish accountability. Engagement Framework: Build and maintain a robust engagement plan. This holistic approach, dubbed the Strategic Partnership Journey , has been a cornerstone of 4xi Global Consulting's and our clients success through TRUE NORTH©. Meet Our Team of Strategic Partnership Experts: Ed Snowden, Practice Lead A veteran with over four decades of experience working with two global Fortune 500 companies, Ed’s experience crosses both operations, business development and client retention. During the last 15 years of his career with Aramark, Ed co-authored a client retention strategy focused on retaining and growing large key partnerships in the healthcare and higher education markets. Barbara Boden As Joint Managing Partner, Barbara led global amenities at JPMorgan Chase & Co for nearly two decades, and now advises organizations on how to better establish mutually beneficial partnerships. Tony Johnson 4xi's Chief Experience Officer in Residence, Tony is a globally recognized leader in Customer Experience and Employee Experience Leader, including on the topics of collaboration and partnership. Simon Elliot: Simon has dedicated his career to fostering mutually beneficial strategic partnerships for Global Fortune 500 companies, and along with Ed is the co-author of TRUE NORTH©. The 4xi Global Consulting Team covers all essential aspects of strategy, leadership, and execution across various sectors, including workplace, higher education, healthcare, senior living, and leisure. The 4xi Strategic Partnership Journey This journey comprises several key components: • MarketMatch©: A unique process that realigns your organization with its core values and mission, optimizing resource allocation for long-term success. • TRUE NORTH©: A strategic partnership and growth platform designed to enhance your operations, sales, and retention teams. • Major Pursuits: A workshop that helps organizations navigate key client relationships through business simulations and collaborative pre-mortem analysis. • Partnership Optimization Process (POP): A program designed to ensure the long-term success of both new and existing partnerships. In conclusion, the path to success in the business world of tomorrow lies in nurturing relationships grounded in trust, transparency, and shared objectives. 4xi Global Consulting possesses the expertise and experience to guide organizations through this transformative journey, helping them realize their strategic imperatives. Learn more about our Partnership Optimization Program (POP) HERE: To unlock the full potential of partnership, reach out to our strategic partnerships team at hello@4xiconsulting.com . Experience the Power of True Partnership with 4xi Global Consulting. Contact us at hello@4xiconsulting.com , visit our website at www.4xiconsulting.com/ truenorth , or click on the following link. 4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, impacting the Human Experience (HX) for people at work, in education, rest, and at leisure. We believe in a people-first, experience-led philosophy. Whether client, employee, or guest – their experience is the fundamental foundation of success. We work with corporations, service providers, and innovators: Strategic Advisory & Special Projects (SPx) Headquarters Fractional Support On-Demand Evolving Experiences© - Employee (EX) & Customer Experience (CX) Design4Life©: Environmental, Physical, and Experiential Design Global Amenities Strategy , Design & Operations TRUE NORTH©: Strategic Partnership & Growth Explorers Innovation Directory: Gateway to Innovation Sustainability Simplified©: Supply Chain & Innovation Market Research Reports & Benchmarking 4xi is proud to be Chair of WORKTECH Academy for North America and a member of its Leadership Advisory Board. 4xi is a Global Ambassador for WORKTECH Academy. San Francisco | New York | Philadelphia | Orlando | North Carolina | Seattle | Silicon Valley | Santiago | London | Tokyo

I believe in the power of positivity and optimism. Not naïve, hope that everything turns out okay and close my eyes, positivity. But understanding that you have a choice each day as a leader to make things easy or hard for your team and your customers. Perhaps it is the Ghost of Christmas in July lingering, but I’m reminded of Scrooge’s quote in Dicken’s “A Christmas Carol” when he was talking about his old boss Fezziwig: “He has the power to render us happy or unhappy; to make our service light or burdensome; a pleasure or a toil. Say that his power lies in words and looks; in things so slight and insignificant that it is impossible to add and count ’em up: what then? The happiness he gives, is quite as great as if it cost a fortune.” As I travel around the country and coach leaders to optimize their personal development and team performance, mindset always plays a role. Certainly, we talk about executive presence, creating relationships, and driving accountability, but it all begins with understanding what success looks like. And that begins with a positive approach and mindset. The Ripple Effect of Positivity Positivity is infectious. When you encounter a genuinely positive and warm moment, it creates a ripple effect that extends far beyond that specific moment. In the hospitality, this translates into guests who not only enjoy their stay but also become ambassadors for your brand. They share their positive experiences with friends, family, and on social media, scaling that goodwill. Think about it: have you ever had an experience where the kindness of a hotel staff member or the cheerful demeanor of a restaurant server made your day? As someone who travels extensively, those small moments at 3 a.m. after along day of travel truly mean the most. Setting the Tone: Positivity Starts with Leadership In the hospitality industry, fostering a culture of positivity starts with leadership. Leaders must model the behaviors and attitudes they want to see in their teams. This is particularly true at the 2 levels: the floor supervisor and the district manager. These are two underappreciated roles within most organizations, but where the rubber meets the road. The front-line supervisor is often undertrained and underequipped to lead their team. Think about it. Yesterday this person could have been a high performing cashier, and today they are in charge of closing a retail store, restaurant, or other big box outlet. It is difficult for them to be positive if they aren’t confident in their role. The District Manager has one of the toughest middle-management jobs around. They are responsible for communicating executive and organizational programs to the front line teams. They are the conduit to translate company vision into customer-facing action. If they don’t bring a can-do attitude to the party, then execution will likely flounder. The Power of Personalization In the hospitality industry, every guest is unique and looking for a “just for me” experience. Positivity plays a crucial role in customizing experiences. When team members approach service moments with an open and positive mindset, they can better understand and cater to the individual needs of guests. Think about the coffee shop that offers many ways for guests to personalize their drinks and takes the time to select baristas and cashiers who remember their regulars and their orders. This level of personalization not only delights customers but also strengthens their emotional connection to the brand. Positivity is the key ingredient in creating these memorable, relationship-building moments. Turning Challenges into Opportunities In the world of hospitality and customer experience, service hiccups are inevitable. It's how these challenges are handled that can make or break an experience. Positivity equips staff with the resilience to turn challenges into opportunities for a bit of WOW. Think about the restaurant where a guest orders something that is out of stock. A server who has been empowered to find the best in situations thinks about what the guest has ordered and suggests an alternative instead of just declaring that the item is unavailable. They talk the guest through the alternative and help them make a decision that leaves them feeling cared for rather than disappointed. Positivity enables staff to navigate difficult situations with poise and creativity, turning potentially negative experiences into a chance for memorable service. Measuring the Impact of Positivity Often measuring the impact of hospitality on business results can be tricky, but here are some great metrics to review over time to gauge success. Guest Satisfaction Scores: Monitor guest satisfaction scores and feedback. Positive interactions often correlate with higher scores and glowing reviews. Repeat Business: Measure the rate of repeat business and customer retention. Positive experiences lead to loyal customers who return again and again. Word of Mouth: Track the number of referrals and recommendations from satisfied guests. Positive experiences prompt guests to become advocates for your brand. Employee Engagement and Retention: A positive workplace culture often leads to higher employee engagement and retention, which, in turn, translates to better customer interactions. Complaint Resolution (or First Call Resolution): Assess how effectively challenges and complaints are resolved. Positivity can lead to quicker resolution and greater guest satisfaction. Verbatim Comments: Take the time to review you open ended customer comments and feed them into a sentiment calculator or word cloud. Keep your eyes open for key words and employee names and recognize accordingly. Positivity and optimism aren’t just “nice to haves,” but rather the quality of exceptional leadership. The trick is to remain pragmatic and keep an eye on performance while maintaining this mindset – and you will have to shift your style as the market and situations dictate. You can transform your customer and employee experiences by embracing optimism. It's not a one-size-fits-all solution, but rather a mindset that permeates every aspect of your organization, from leadership to frontline staff. This is more than just a smile and kind words – it’s a true strategic advantage . It's the compass that guides you toward customer-centric thinking in this ever-evolving marketplace of hospitality and customer experience. Until next time, Tony *Hand crafted by a real person, not AI Meet Tony Johnson! Tony is the Chief Experience Officer (CXO) for 4xi Global Consulting and leader of the Evolving Experience practice. Tony is an internationally recognized thought leader and influencer in Customer and Employee Experience. He hosts the wildly successful Customer Service Academy podcast and is the author of two books on leadership and CX. Tony has worked with some of the top organizations across the globe, including 3M, Baylor Scott and White Health, University of Virginia, Siemens, SHRM, and more. Tony is available to help your organization with: Executive and leadership coaching CX and EX strategy creation Inspirational keynote talks Fractional Chief Experience Officer Evolving Experiences, a 4xi brand, focuses on Customer Experience (CX) and Employee Experience (EX) as growth engines. By creating fierce loyalty with both employees and customers, organization can differentiate themselves in an ever-changing and competitive marketplace. Let’s talk about your employee experience, guest experience, fan experience, student experience, patient experience, or traveler experience to craft compelling moments that build lifelong loyalty. Tony Johnson is 4xi’s Chief Experience Officer and leader of the Evolving Experiences© practice. Before joining 4xi, he was the Customer Service Officer for Aramark, a global food and facilities organization. Tony is a Certified Customer Experience Professional (CCXP), award-winning speaker, and globally recognized employee and customer experience expert. Tony is the author of 3 books on leadership, employee engagement, and customer experience and hosts an industry-leading weekly podcast, Customer Service Academy. For more information about 4xi's Evolving Experiences©, you can contact Tony directly at tonyjohnson@4xiconsulting.com 4xi: Inspiring a brighter future, together. 4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, creating an impact on the Human Experience (HX) for people at work, in education, rest, and at leisure. We believe in a people-first, experience-led philosophy; whether client, employee, or guest – their experience is the fundamental foundation of success. We work with corporations, service providers, and innovators: Strategic Advisory & Special Projects (SPx) Headquarters Fractional Support On-Demand Evolving Experiences© - Employee (EX) & Customer Experience (CX) Design4Life©: Environmental, Physical, and Experiential Design Global Amenities Strategy , Design & Operations TRUE NORTH©: Strategic Partnership & Growth Explorers Innovation Directory: Gateway to Innovation Sustainability Simplified©: Supply Chain & Innovation Market Research Reports & Benchmarking 4xi is proud to be Chair of WORKTECH Academy for North America and a member of its Leadership Advisory Board. 4xi is a Global Ambassador for WORKTECH Academy. San Francisco | New York | Orlando | North Carolina | Philadelphia | Seattle | Silicon Valley | Dallas | Santiago | London | Tokyo

I love Halloween – and I love Customer Experience (CX) even more. In the world of CX we often find valuable lessons in unexpected places. Now is the perfect time to explore the fun that is Halloween and use it to help build stickiness for a customer-centric culture. That is, unless you’re afraid of a little fun. Let’s embrace the eerie charm and enchanting magic of the season and consider these five key points inspired by Halloween. UNMASK CUSTOMER NEEDS TO PROVIDE PERSONALIZATION Just like Halloween costumes reveal unique personalities, your CX should reflect your customers' individuality. Start by gaining a deep understanding of your customers through data and insights to understand their desires, preferences, and expectations. That will allow you to tailor your products or services to meet their specific needs. You can invest in personalization across your omnichannel experience and ensure that your customers perceive offers as “just for them.” This can extend into the in-store experience where you utilize insights to build products that customers want to buy and allow for a level of customization that continues to drive emotional connectivity. Beware of the data hoarders, though. Often, especially in large organizations, data is collected but not shared in a way where it can be acted upon. CREATE AND REWARD MEMORABLE MOMENTS Some of my favorite memories revolve around Halloween and our family traditions. OR example, for years we have camped at Fort Wilderness at Walt Disney World for several days leading up to Halloween and enjoyed the spooky fun around the campgrounds' of the best memories were created by the Cast Members giving just a little bit extra, which is a reminder that your team is the driving force behind emotional connections. Invest in employee training and development to ensure they have the knowledge and skills to provide exceptional service. Finally, foster a culture of engagement by recognizing and rewarding employees who go above and beyond for customers. SURPRISE AND DELIGHT, NOT TRICK OR TREAT Surprises that delight can turn ordinary transactions into extraordinary experiences. Customers love it when there are small moments they didn’t expect that bring just a bit more to the service moment. It is about going above and beyond, but it doesn’t take as much extra effort as you might think to set your service apart. Remember that the perception of service in the marketplace right now is that it is average to below average at best, so if you can deliver on the basics every time and then just a bit extra every now and again, you’ll find that you receive credit for outstanding hospitality. I was reading a story about a handwritten note left for a Delta Airlines frequent flier thanking him for his status, and it was a reminder that those small gestures take little time and cost almost nothing, but have surprising impact when it comes to building loyalty. CHANGE DOESN’T HAVE TO BE SCARY, SO EMBRACE IMPROVEMENT Just as Halloween evolves each year, so should your CX strategy. Over the years costume trends change, favorite treats change, and we’ve even started dressing ou pets up for the occasion. Be open to change, adapt to shifting customer expectations, and explore emerging technologies. You can embrace a culture of continuous improvement within your organization by keeping your finger on the pulse of the most relevant datapoints for your business. Regularly evaluate your CX performance against key performance indicators (KPIs) like Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction (CSAT). As you evaluate feedback and data, be sure you pay attention to verbatim comments and use sentiment analysis to give context to these open-ended responses. Use the insights gained from feedback to refine your strategy and enhance the customer experience continually. To keep innovation and improvement at the heart of your strategy, you’ll need to embrace this feedback and act on what you learn. Feedback, whether positive or negative, provides valuable insights – telling us what to do differently and what not to change. Make it easy for customers to provide feedback, keep your questions short and precise, and share how you used their feedback to improve your operations.Customers love knowing that their feedback had meaningful impact. So, Halloween, while steeped in ghosts and goblins, can offer us some ideas to improve our customer experience. As I’ve mentioned before, holidays and traditions can give us fun ways to reinforce the culture you are trying to build. It is about creating moments of emotional stickiness that allow for understanding and retention of these key principles. Building culture is not a one-and-done, so embrace the spirit of Halloween to help make it just a little less scary. That will definitely help you keep you customers at the center of everything you do. Crafted by a human, not AI! Meet Tony Johnson. Tony is the Chief Experience Officer (CXO) for 4xi Global Consulting and leader of the Evolving Experience practice. Tony is an internationally recognized thought leader and influencer in Customer and Employee Experience. He hosts the wildly successful Customer Service Academy podcast and is the author of two books on leadership and CX. Tony has worked with some of the top organizations across the globe, including 3M, Baylor Scott and White Health, University of Virginia, Siemens, SHRM, and more. Tony is available to help your organization with: Executive and leadership coaching CX and EX strategy creation Inspirational keynote talks Fractional Chief Experience Officer Fractional Chief Training + Development Officer Evolving Experiences , a 4xi brand, focuses on Customer Experience (CX) and Employee Experience (EX) as growth engines. By creating fierce loyalty with both employees and customers, organization can differentiate themselves in an ever-changing and competitive marketplace. Let’s talk about your employee experience, guest experience, fan experience, student experience, patient experience, or traveler experience to craft compelling moments that build lifelong loyalty. Tony Johnson is 4xi’s Chief Experience Officer and leader of the Evolving Experiences© practice. Before joining 4xi, he was the Customer Service Officer for Aramark, a global food and facilities organization. Tony is a Certified Customer Experience Professional (CCXP), award-winning speaker, and globally recognized employee and customer experience expert. Tony is the author of 3 books on leadership, employee engagement, and customer experience and hosts an industry-leading weekly podcast, Customer Service Academy. For more information about 4xi's Evolving Experiences©, you can contact Tony directly at tonyjohnson@4xiconsulting.com 4xi: Inspiring a brighter future, together. 4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, creating an impact on the Human Experience (HX) for people at work, in education, rest, and at leisure. We believe in a people-first, experience-led philosophy; whether client, employee, or guest – their experience is the fundamental foundation of success. We work with corporations, service providers, and innovators: Strategic Advisory & Special Projects (SPx) Headquarters Fractional Support On-Demand Evolving Experiences© - Employee (EX) & Customer Experience (CX) Design4Life©: Environmental, Physical, and Experiential Design Global Amenities Strategy , Design & Operations TRUE NORTH©: Strategic Partnership & Growth Explorers Innovation Directory: Gateway to Innovation Sustainability Simplified©: Supply Chain & Innovation Market Research Reports & Benchmarking 4xi is proud to be Chair of WORKTECH Academy for North America and a member of its Leadership Advisory Board. 4xi is a Global Ambassador for WORKTECH Academy. San Francisco | New York | Orlando | North Carolina | Philadelphia | Seattle | Silicon Valley | Dallas | Santiago | London | Tokyo

As the season of Thanksgiving approaches, our minds often conjure images of a bountiful table surrounded by loved ones. However, it is disheartening to acknowledge that this cherished holiday also marks a day when Americans discard more food than any other, while a staggering 44 million people, equivalent to twice the population of New York, grapple with hunger. The Unsettling Reality: Beyond the festive atmosphere, the repercussions of Thanksgiving excess extend beyond wasted food. Food waste squanders financial resources and it depletes precious environmental resources, worsening the global challenge of climate change. Shockingly, 40% of all food grown is wasted, while one in five children in the US faces uncertainty about their next meal. The Alarming Projections: This year, projections suggest that Americans will surpass previous records in food waste, amounting to an estimated 312 million pounds. To put this into perspective, this staggering figure could supply sustenance for 38.3 million food-insecure individuals seven times over. Practical Steps Towards Change: To counteract this trend, let us consider practical steps to minimize food waste not only during Thanksgiving but on any given day. Know how much to buy: Take a proactive stance by understanding the appropriate quantities to purchase. Utilize resources like the Save The Food Guest-mator to calculate the optimal amount needed to cater to your guests, striking a balance between abundance and prudence. Prepare for leftovers: Embrace the concept of mindful leftovers by having storage containers and aluminum foil readily available. Alternatively, encourage guests to bring their containers, fostering a communal effort to minimize excess food. Freeze for later: Extend the lifespan of Thanksgiving leftovers by freezing them for future enjoyment. Properly preserved , these meals can evoke nostalgia or satisfy cravings later, minimizing both waste and unnecessary expenses. Turn leftovers into a new meal: Transforming Thanksgiving leftovers into a new culinary creation can become a cherished tradition. Boil the turkey carcass to extract flavorful broth and tender meat, creating a foundation for a delightful Turkey and Dumpling dinner—a simple yet delectable new tradition that eliminates food waste and an easy meal to prepare on a busy evening. As we approach this season of gratitude, let us be mindful of our concumption, recognizing the power each individual holds to make a positive impact. By adopting these simple yet impactful practices, we can transform Thanksgiving into a celebration that not only fills our tables but also nourishes the well-being of our planet and its inhabitants. These simple, actionable, and impactful steps matter! So, let's get started now. Sustainability Simplified © CHRISTY COOK Christy is 4xi's Chief Sustainability Officer in Residence is the lead of Sustainability Simplified©. Christy specializes in ESG Advisory, Strategies, Sustainability Road Maps, Measurement, Systems, and Reporting. To learn more about Sustainability Simplified© and 4xi visit our website: who we are, what we do, and how we inspire a brighter future, together: www.4xiconsulting.com 4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, impacting the Human Experience (HX) for people at work, in education, rest, and at leisure. We believe in a people-first, experience-led philosophy. Whether client, employee, or guest – their experience is the fundamental foundation of success. We work with corporations, service providers, and innovators: Strategic Advisory & Special Projects (SPx) Headquarters Fractional Support On-Demand Evolving Experiences© - Employee (EX) & Customer Experience (CX) Design4Life©: Environmental, Physical, and Experiential Design Global Amenities Strategy , Design & Operations TRUE NORTH©: Strategic Partnership & Growth Explorers Innovation Directory: Gateway to Innovation Sustainability Simplified©: Supply Chain & Innovation Market Research Reports & Benchmarking 4xi is proud to be Chair of WORKTECH Academy for North America and a member of its Leadership Advisory Board. 4xi is a Global Ambassador for WORKTECH Academy. San Francisco | New York | Philadelphia | Orlando | North Carolina | Seattle | Silicon Valley | Santiago | London | Tokyo

As 2023 comes to a close, we reflect on the year past and look forward to the year to come. We think about some of the notable events of the year: a new King of England, the passing of music legends Tina Turner, Sinead O’Connor, and Fairytale of New York singer Sean McGowan. Barbie is released and the epic tale of Oppenheimer hit the movies. Twitter is rebranded to X, ChatGPT and Artificial Intelligence accelerates on the crest of the latest wave of innovation. Tragically, earthquakes in Syria and Turkey with some 50,000 souls lost, wildfires in Maui devastating the island paradise, political turmoil around the world including in the United States, war rages in Ukraine with little end in sight, mass shootings continue as an epidemic, especially in the U.S., with the most this year since 1983. Then the Israel-Hamas war breaks out. 2023 saw India matching China as the most populous country on the planet with close to 1.4 billion people – between China and India having some 35% of the global population. We also reflect on the year gone by for 4xi, our partners and clients and we are proud to have navigated and grown in the dynamic landscape of 2023, including the challenges and opportunities before us: Global Economic Rebound:  In the aftermath of the challenges posed by the global pandemic, 2023 witnessed a remarkable economic rebound. Climate Change Imperatives:  The urgency of addressing climate change reached new heights in 2023 and will continue to increase in importance and as a global imperative. Technological Advancements:  4xi, leveraging its expertise, with the forthcoming 4xAI generative platform, the re-launch of our Elevate© operations performance App, and DATAxi, our data visualization and dashboarding tool. We are also helping organizations explore the future with Workplace Apps. Market Dynamics:  Market dynamics continue to evolve, impacting businesses. 4xi's strategic insights and market reviews enable clients to make informed decisions, mitigating potential disruptions and capitalizing on emerging opportunities. Rise of Remote Work:  The rise of remote work became a permanent fixture in the business landscape. 4xi assisted clients in optimizing on-site and remote work structures, fostering employee engagement, and maintaining productivity in hybrid work environments. Pressure on Real Estate:  Long on the cards for retail real estate, post-pandemic, commercial real estate and office space is under pressure from over development and under occupancy with little hope that it will return to what it once was. Evolving Consumer & Employee Behavior: Consumer and employee behavior continued with significant evolution, influencing market trends and demands. 4xi's expertise in the Human Experience (HX), empowered clients to adapt their offerings and experience strategies, with both CX and EX experiences that align with these evolving preferences. Some of our most notable engagements in 2023 included: Market Research: Healthcare and Senior Living:  In response to the evolving needs of our healthcare and senior living clients, 4xi has delved into extensive market research endeavors. Our team has leveraged cutting-edge methodologies to provide actionable insights, enabling our clients to navigate the complexities of the healthcare sector and senior living communities with confidence. Potential Acquisition Research: 4xi has played a pivotal role in guiding clients through potential acquisition strategies. Our rigorous research methodologies and comprehensive analysis have empowered organizations to make informed decisions, identifying lucrative opportunities for growth and expansion. Global Amenities Framework: 4xi has crafted comprehensive global amenities frameworks. This strategic initiative elevates client's brand positioning by enhancing the overall employee experience. Our innovative approach has set a new standard, seamlessly integrating amenities into the core of the employee experience and employer brand proposition. Hospitality Experiences for Multi-Tenant Properties:  Recognizing the emerging need for multi-tenant properties to attract and retain tenants, 4xi partnered with property owners to activate these spaces through tailored hospitality experiences increasing tenant satisfaction and maximizing revenue potential of these dynamic environments. Customer Experience and Employee Experience: 4xi has been at the forefront of shaping exceptional customer and employee experiences in airline lounges. Our strategic insights and execution have enhanced both customer satisfaction and employee engagement, creating a holistic approach that sets our clients apart in the market. Innovation and Growth Strategies: Collaborating with innovators across industries, 4xi has facilitated the development and implementation of growth strategies. Our forward-thinking approach has empowered clients to stay ahead of the curve, embracing innovation as a catalyst for sustained success. Service Providers Pursuits and Human Experience Enhancement:  4xi has played a pivotal role in supporting service providers in major pursuits and enhancing the human experience proposition for various clients. Our strategies have not only secured lucrative opportunities for service providers but have also enriched the overall experience for end-users. In 2023, we launched CRITERION Benchmarking - a peer-to-peer learning platform with surveys, polls, and insights into some of the most relevant topics of the moment. An opportunity to learn from others and gain insights into thinking and trends in the market. This year so far, we have published reports on such matters as: Return to Work Strategies Workplace Technology Health & Wellness Sustainability Foodservice Operations We have also taken commissioned reports on the Healthcare and Senior Living Markets, What Employees Want? and the North American Foodservice Market. We believe that leaders and organizations yearn for data and insights, and CRITERION Benchmarking serves that need with world-class data, benchmarking, and reports. Looking Forward to 2024 In 2024, 4xi Global Consulting is set to embark on new ventures with two new practices and two product launches early in the new year. The launch of FoodCraft , our foodservice consulting practice provides audits and quality assurance reviews and tools, whilst CREATE. , our creative design and marketing practice meets clients brand building and broadcasting needs. Our 4xAI, generative platform , will further expand our capabilities into 2024. Additionally, the introduction of the TRUE NORTH© virtual learning academy demonstrates our commitment to fostering continuous learning and growth for organizations of all sizes to win better, retain better business. As we bid farewell to 2023, we remain dedicated to driving innovation, fostering strategic partnerships, and delivering unparalleled value to our clients. We look forward to the opportunities and challenges that lie ahead, confident in our ability to shape the future of global business. We also pray for peace, love, and joy in the year to come. We pray for our planet, the children of the world, and all those impacted by hardship. We look forward to continuing our journey, better together, in 2024. Simon Elliot   is Managing Partner and co- founder  of 4xi Global Consulting & Solutions and is focused on a people- first  approach to enable optimum Human Experiences for people away from home: at work, in education, at rest, or at leisure . Simon believes  that  Experience Matters!  applies in many different ways and is the fundamental foundation of a successful business, no matter the business. Simon is a global citizen, having lived, worked, and traveled to over 45 countries and six  continents, and believes in the power of human  potential. He is a Fellow of the Institute  of Directors, a Member of the Institute of Leadership & Management, and the North America Chair of the WORKTECH Academy. 4xi Global Consulting & Solutions  is a team of talented leaders from both the client-side and service provider side, impacting the Human Experience (HX) for people at work, in education, rest, and at leisure. We believe in a people-first, experience-led philosophy. Whether client, employee, or guest – their experience is the fundamental foundation of success. We work with corporations, service providers, and innovators: Strategic Advisory & Special Projects (SPx) Headquarters Fractional Support On-Demand Evolving Experiences©  - Employee (EX) & Customer Experience (CX) Design4Life©:  Environmental, Physical, and Experiential Design Global Amenities Strategy , Design & Operations TRUE NORTH©:  Strategic Partnership & Growth Explorers Innovation Directory: Gateway to Innovation Sustainability Simplified©:  Supply Chain & Innovation Market Research Reports & Benchmarking 4xi is proud to be Chair of WORKTECH Academy  for North America and a member of its Leadership Advisory Board. 4xi is a Global Ambassador for WORKTECH Academy. San Francisco | New York | Philadelphia | Orlando | North Carolina | Seattle | Silicon Valley | Santiago | London | Tokyo

We are delighted to announce the newest addition to the 4xi Global Consulting team – John Schmidt, a distinguished consultant with over three decades of experience in developing and managing service strategies. John's illustrious career includes crafting service strategies for Fortune 500 companies and leading financial institutions, showcasing his expertise in Facility Management, Hospitality, Transportation, and more. With over 30 years of experience developing and managing service strategies, John has developed strategies in-house and as an outsourced provider for both employees and clients.  He has developed service strategies for Fortune 500 companies and large financial institutions.  John is a believer that creating the best possible workplace experience is critical to establishing a company's culture, reinforcing its values, and ensuring its long-term success.     John has spent his career developing and leading service strategies.   Managing the workplace experience through restructuring, expansion, and development of new business opportunities.  Over his career, he has developed expertise in all areas of Facility Management, Food, Hospitality, Concierge Service, Transportation, Logistics, and Office Services.   Having run one of the largest office service providers in North America as well as managing services for one of the leading financial institutions in the world, John understands what it takes to develop service strategies, build partnerships, and create a culture that drives world-class employee experiences as well industry-leading client engagements.  John's areas of focus are:   Service Strategy Change Management Strategic Partnerships Organizational Restructuring Operational Excellence Service Excellence Revenue growth   A message from John:   I am really excited to have the opportunity to join the 4xi team.  With over 30 years of experience building out service strategies joining the 4xi team creates the opportunity for me to help multiple companies develop their own vision and road map to creating world-class services within the organization. As a results-driven leader, I am looking forward to helping you develop world-class solutions that focus on delivering excellence in operations and creating exceptional customer service experiences.  My leadership experiences include overseeing 200+ business service locations across the country, building/managing budgets for one of the premier financial institutions in the world and operating some of the busiest restaurants in the NY metropolitan area. By skillfully navigating all levels of an organization from the Board of Directors to line employees, I consistently achieve top and bottom-line goals, always working tirelessly to ensure the company culture and business goals will be achieved. You can contact John directly at john@4xiconsulting.com  or read more about him by reading his bio. 4xi Global Consulting & Solutions  is a team of talented leaders from both the client-side and service provider side, impacting the Human Experience (HX) for people at work, in education, rest, and at leisure. We believe in a people-first, experience-led philosophy. Whether client, employee, or guest – their experience is the fundamental foundation of success. WHAT WE DO We work with corporations, service providers, and innovators: Strategic Advisory & Special Projects (SPx) Headquarters Fractional Support On-Demand Evolving Experiences©  - Employee (EX) & Customer Experience (CX) Design4Life©:  Environmental, Physical, and Experiential Design Global Amenities Strategy, Design & Operations TRUE NORTH©:  Strategic Partnership & Growth Sustainability Simplified©:  Supply Chain & Innovation Market Research Reports & Benchmarking Project Management Office Food Craft Culinary Consulting CREATE. : Graphic Design and Creative Services DATAxi: Data Ingestion and Visualization Explorers Innovation Directory: Gateway to Innovation 4xi is proud to be Chair of WORKTECH Academy for North America and a member of its Leadership Advisory Board. 4xi is a Global Ambassador for WORKTECH Academy. San Francisco | New York | Philadelphia | Orlando | North Carolina | Seattle | Silicon Valley | Santiago | London | Tokyo