Dr. Gleb Tsipursky – The Office Whisperer
Nirit Cohen – WorkFutures
Angela Howard – Culture Expert
Drew Jones – Design & Innovation
Jonathan Price – CRE & Flex Expert
Workspaces are transforming into living, breathing ecosystems where technology and human connection dance together. As teams spread out and demands progress, operators become the conductors of this complex orchestra, crafting seamless experiences that blend data-driven insight with genuine human moments.
Harun Biswas, founder and CEO of UltraSoft Technologies and the creator of UltraSoftBIS, has spent more than three decades building technology platforms for the workspace industry. His systems, developed in collaboration with major operators like Regus (now IWG), have long supported the day-to-day operations of coworking and serviced offices. Today, his focus is on creating software that allows operators to shift from reactive, manual processes to more proactive, data-informed decision-making.
In a recent conversation with The Future of Work® Podcast, Biswas shared how workspace operators are rethinking the role of technology, not just to streamline back-office tasks, but to build more resilient and responsive business models.
From Data Collection to Decision Support
In earlier stages of the industry, operators often relied on manual systems to track customer interactions, manage bookings, and monitor performance. These efforts generated plenty of data, but not always in a structured or usable format.
Biswas sees an opportunity to shift from fragmented tools to integrated platforms that treat data as a strategic asset.
“The data actually flows from the beginnings, from a simple inquiry to becoming a proper opportunity,” he explained. “We track the source as well, so the marketing team can see what sources really worked better than others.
With structured data and real-time analytics, operators can now understand profitability over time, track customer behavior, and anticipate future occupancy levels — allowing for earlier, more informed decision-making.
“I trust the data because that gives you the certainty of what’s going to happen,” Biswas said.
AI as a Partner, Not a Replacement
Biswas and his team have worked with machine learning tools for years, but the rise of generative AI has changed the pace. Tasks that once required hours of custom programming can now be handled in seconds with large language models.
For example, parsing customer inquiries, analyzing contracts, or generating tailored proposals can be completed almost instantly using integrations with platforms like OpenAI or Microsoft Copilot.
“We just give the whole email or the whole inquiry to the AI, this meaningful data, and we get that in literally less than a second,” Biswas said.
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Yet, he emphasizes the importance of human judgment. Technology can manage defined processes and repetitive tasks, but final decisions often require context, nuance, and emotional awareness, which are qualities that AI still cannot replicate.
Designing for Usability Across Generations
As digital tools become more central to workplace operations, usability remains a core concern. Biswas points out that different generations approach technology with different experiences and expectations.
A Gen Z community manager might be comfortable on mobile apps, but unfamiliar with office infrastructure. At the same time, experienced leaders may bring strong instincts but rely on legacy workflows.
To meet the needs of a multigenerational workforce, workspace technology must be designed with adaptability in mind. Systems that are intuitive, automated, and capable of guiding users through complex tasks can help reduce training time and minimize user errors.
This approach supports consistency across roles and locations, while also making it easier for new team members to get up to speed, regardless of their technical background or level of experience.
The Future Workspace Is a Service
While digital tools enable flexibility, Biswas sees a continued role for physical workspaces, not only as places to get work done, but as social and collaborative environments.
Humans are community-based. Being together with people brings a productive and decision-making environment, and it supports mental health.
The workspace, in this view, becomes a service — one that offers proximity, ease of use, and a mix of digital and in-person connection. This emphasizes not just operational efficiency, but also emotional and relational value.
Toward a More Adaptive Model of Work
Workplace technology is no longer just about automation or cost-cutting. The most impactful tools support adaptability: helping businesses respond to changing conditions while maintaining a focus on people, service, and community.
Biswas sees this evolution as essential to the long-term success of the workspace industry.
“Technology must be built for humans. It’s got to solve problems that help humans,” he said.
As workspace operators prepare for the next phase of growth, that approach — centered on usability, foresight, and flexibility — may serve as a useful guide.
