Last week, Glad Group was at the annual Malls & Stores of the Future Summit in Melbourne, where industry leaders came together to discuss the evolving role of retail and the growing importance of physical spaces in an increasingly digital world.
Even as AI and robotics continue to transform the industry, the value of in-person experiences and the ways in which retail environments can create destinations that attract and connect communities was a key takeaway of the event.
During both a fireside chat and panel discussion, Glad Group’s Chief Operating Officer, Aatef Khayat, shared perspectives on how service providers can play a more strategic role in this evolution.
From retrospective reporting to real-time decision making
At the core of connecting communities is the need for environments that are safe, secure and clean.
From a service provider perspective, one of the most significant shifts is the move from relying on historical data to leveraging real-time operational insights. By augmenting data sets across sites and services, we can offer landlords and property managers greater visibility into performance, enabling more effective rostering, improved resource allocation and faster decision-making. This transition allows frontline teams to respond dynamically to changing conditions, rather than reacting after the fact.
However, technology adoption is not without its challenges.
The human factor in digital transformation
A key barrier to progress remains change management at the frontline. For technology to deliver real value, it must be intuitive, accessible and seamlessly integrated into daily workflows.
As Aatef noted during the discussion:
“For our frontline teams, we need to make any technology we’re implementing as simple to use as an iPhone.”
This highlights an important principle: while the property services industry is becoming increasingly data-driven, it remains fundamentally human at its core. The goal is not to replace people, but to equip them with better tools and insights to perform their roles more effectively.
The convergence of AI and robotics
Looking ahead, one of the most exciting developments is the growing convergence of AI and robotics. This presents an opportunity to rethink traditional operating models and become more embedded in the broader decision-making process across client environments.
By integrating robotics into service delivery alongside human teams, organisations can unlock new levels of efficiency, safety and consistency, all while enabling employees to focus on higher-value, customer-centric activities.
Disrupting ourselves to stay ahead
As the industry continues to evolve, service providers must be willing to challenge established ways of working.
At Glad Group, we believe in disrupting ourselves before someone else does.
This means continuously exploring how technology, data and innovation can enhance the services we deliver and the experiences we help create.
The future of retail and property services will be shaped by those who can successfully balance technology advancement with human connection, creating smarter environments that benefit landlords, retail tenants and communities alike.
Looking for a partner for your centre or commercial building? Speak to our team about options that may be suited to you today: Contact Glad Group.
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