The workplace is no longer simply where work happens. For organisations whose people serve customers face to face every day, it shapes the quality of every interaction. Ahead of her presentation at FM Today and Tomorrow 2026, Narcisa Popovici, HR Director at Aura Holohan Group, shared what that means for facilities management, and why the organisations getting it right treat workplace experience as a shared responsibility.

Popovici leads the people strategy at Aura Holohan Group, with over 14 years in senior HR leadership across the leisure, healthcare and facilities management sectors. Under her leadership, Aura was named a Great Place to Work® Best Workplace in Ireland 2026 and achieved Investors in Diversity accreditation.

For Popovici, 2026 marks a turning point. "2026 is the year organisations need to move beyond viewing the workplace simply as the place where work happens," she says. At Aura, most employees work in customer-facing roles across leisure centres, gyms and swimming pools, so "the experience they have at work directly influences the quality of service, support and engagement they provide to our customers." What separates organisations that are adapting is "their willingness to invest in their people," through modern ways of working, ongoing learning and development, and "the positive and practical use of AI."

She believes the mix of voices at FM Today and Tomorrow 2026 matters for the same reason. "Creating workplaces that people want to use isn't something any one function can solve on its own," she explains. HR brings insight into expectations and culture, facilities management understands how physical environments support the employee experience, and technology and sustainability specialists shape how workplaces function and endure. Together, "the conversation shifts from individual initiatives to creating an integrated workplace strategy," because "different disciplines challenge each other's assumptions and bring fresh perspectives."

Looking ahead to FM Today and Tomorrow 2026 and beyond, she sees the FM leader of 2027 as someone who "will combine operational excellence with commercial acumen, people leadership and data-driven decision-making." In a sector where "facilities are the product people experience every day," she expects greater use of data and technology to understand how spaces are used, improve preventative maintenance and reduce energy consumption. The biggest shift, she suggests, will be the recognition that "Facilities Management isn't just about maintaining places, it's about creating environments where employees thrive and customers have great experiences."

Narcisa Popovici's message to anyone still deciding whether to attend is straightforward. The conference is "a chance to gain fresh insights, challenge your thinking and learn what's working across the industry," and, as she puts it, "The organisations that stay ahead are the ones that stay curious, collaborate and keep evolving." For her, the value lies in the exchange itself: "I always leave with new ideas and insights," she says, because "we're all working towards the same goal: creating workplaces where people feel connected, supported and able to perform at their best."

Narcisa Popovici will present on creating workplaces people want to use at FM Today and Tomorrow 2026 on 4th November at the Crowne Plaza Hotel, Santry. Book your place at www.fmawards.ie/conference/book-your-place while the Final Reduced Rate is available, saving €100 until 23rd October, and subscribe to the newsletter to stay informed on speaker announcements and agenda updates.