FMJ Facilities Management magazine providing industry-specific intelligence to FM and property professionals
BSRIA, the science-driven independent organisation providing practical guidance and commercial solutions for the built environment, has appointed Kim Burgess as Director of Professional Services to transform customer offerings.
In this role, Burgess is leading the strategic transformation and digitisation of the firm’s interconnected offerings to deliver enhanced value for its over 800 members and substantial customer base. Her remit includes evolving how BSRIA’s technical expertise, industry insights and professional developmental programmes work together to provide seamless, digitally-enabled support across the entire customer journey. She is also responsible for overseeing BSRIA’s complete suite of publications, membership and training services.
With over 20 years of experience in marketing technology businesses, Burgess brings extensive customer success experience (CX) in scaling customer success operations, creating innovative CX value propositions, and improving retention and satisfaction. Her proven track record in driving CX-centric transformation makes her ideally positioned to elevate BSRIA’s professional services and deliver exceptional value to customers and members.
The appointment comes as part of BSRIA’s wider digital transformation journey and follows comprehensive customer feedback calling for greater innovation, prolific guidance, extended training and consultancy offerings, and scalable operations.
As part of this transformation, BSRIA is introducing a range of enhanced services including online community portals, instant access to approved building services experts, digitised research reports, and AI-enabled customer service. These innovations directly address member demands for stronger digital tools and faster access to resources, whilst maintaining BSRIA’s commitment to technical excellence and trusted insights.
Commenting on her new role, Burgess said: “BSRIA is a renowned expert and consultant in the building services sector, and is undergoing an exciting chapter as it continues its digital transformation to provide the most comprehensive service offering in its sector. We have listened to what the industry needs – and BSRIA is changing drastically to meet these requirements.”
Lisa Ashworth, BSRIA CEO, said: “Kim’s appointment is key to BSRIA continuing its technological transformation journey, and ensuring we are providing the best expertise and customer service that we can. The industry is rapidly changing, and the market requires best-in-class support to navigate the evolving landscape.”
According to the 2026 UK Facilities Management Market Research Report by askporter, facilities management professionals want clear, verifiable evidence of work being delivered, with teams that can communicate progress in real time. This requires technology that is affordable, intuitive, and quick to adopt.
Yet the report found that:
Over three quarters of FM professionals (76 per cent) experience operational inefficiencies caused by siloed software which results in a lack of real-time visibility.
Communications challenges lead to maintenance issues, with 73 per cent of teams being forced into reactive problem-solving on a weekly basis.
A worrying level of compliance gaps, with 44 per cent of admitting that half or less of their compliance tasks are tracked and automated within their systems.
Closing this gap requires the establishment of transparent and consistent communications using affordable software that gives FM teams the ability to track, evidence and improve their services.
This webinar provides a valuable overview of the main findings of the report by askporter followed by a panel discussion by FM thought leaders on practical, strategic solutions that can help close this communications gap.
To register for the webinar taking place 29 January 2026 at 11:00am click here.
