Flexibility, Community Drive Space Use: WeWork

Q: How would you describe WeWork's current position in the global market and in Latin America, particularly regarding its value proposition compared to industry competitors?

A: We are a community first and real estate space second. Our members and their employees are at the center of everything we do. When companies choose WeWork, our primary focus is on their employees. For us, it all begins with the spirit and profile of the individuals who will inhabit the space. Each of our locations is designed around people and their needs; the square meters are determined only afterward.

Unlike traditional office leases, where individuals primarily interact with colleagues from their own company or industry, at WeWork you interact daily with professionals from dozens of different companies and sectors. This creates a unique networking environment that no conventional office setup can replicate. Ultimately, square meters are simply the result of building environments centered around people and their needs.

Q: From your perspective, how are coworking spaces accelerating decentralization, especially in markets like Mexico?

A: Decentralization has been a growing trend, amplified by the pandemic. Remote and hybrid work models were emerging even before COVID-19, and the crisis accelerated this shift. Today, over 64% of workers operate under a hybrid model, with 84% reporting higher productivity and 76% experiencing improved mental health and general well-being due to flexible work arrangements. 

For companies, the traditional model of maintaining large, underutilized offices is no longer efficient. With WeWork's flexible network, we enable businesses to avoid these inefficiencies, offering employees the ability to work closer to home, saving valuable time, often up to 2-3 hours daily. In Mexico, WeWork has 22 buildings spread across key cities like Mexico City, Guadalajara, and Monterrey, with an occupancy rate of 83%. This flexibility allows companies to scale their space based on need, driving efficiency while supporting employee well-being.

Q: In our last conversation with WeWork Latin America, Karen Scarpeta spoke about the All Access memberships. How has client response evolved since then?

A: The All Access membership continues to be one of our most successful offerings. All Access allows members to book any of our locations worldwide on-demand, catering to the rising need for flexibility. This is especially relevant as many professionals seek reliable, productive environments beyond their home offices. In Mexico, we see this reflected in the growing demand for flexibility in workplace solutions. The ability to work in different locations across the city, with full access to high-speed internet, meeting rooms, and other amenities, is highly valued by professionals. All Access has become an essential tool for those needing adaptable workspaces without long-term commitments, and its adoption is steadily growing.

Q: In light of the growing focus on added-value services demanded by employees, how is WeWork adapting to this shift in expectations, particularly in Latin America and Mexico?

A: As member needs evolve, whether larger offices, wellness rooms, nursing facilities, or pet-friendly spaces, our teams respond swiftly and proactively. Agility and member-centricity are embedded in our DNA.

Each WeWork building is led by a Community Manager, supported by a team of community and operations specialists. Close engagement with members is integral to their role. We systematically evaluate member experience through satisfaction surveys, Net Promoter Scores (NPS), and real-time feedback, ensuring that member listening is embedded in every employee’s responsibilities. Our model delivers a consistent global experience while honoring local identity. Whether visiting WeWork in Manila or Mexico, members find standardized systems, access, Wi-Fi, printers, and booking, enhanced by local design elements. For instance, in Chile, spaces incorporate Rapa Nui art, while in Mexico, cultural details vary across cities and neighborhoods. 

Q: How do you leverage technological tools, including artificial intelligence, to evaluate the performance of your spaces and measure customer satisfaction?

A: Technology is vital, but it addresses only part of our challenges. While we use platforms for access, monitoring, guest management, and space location, the core of our value lies in our teams, community, operations, and sales, who engage directly with members. Technology cannot replace the power of face-to-face connections, such as facilitating introductions or creating meaningful relationships. 

For example, in Boston, when a community associate noticed a negative atmosphere due to layoffs, they proactively connected those affected with hiring companies in the space, resulting in several new hires. This illustrates the irreplaceable value of human interaction, something technology alone cannot replicate. While AI helps us measure operations, human connection remains central to our model.

Q: Given that you host around 100 companies within a building, each at different stages of growth, how does this diversity impact the sense of community at WeWork?

A: The diversity of companies in our spaces is one of the greatest strengths of our community. Whether a startup, a growing SME, or a large multinational, each company brings unique perspectives and opportunities for collaboration. We actively facilitate interactions between members, helping them connect with the right people, sharing knowledge, and even creating new business opportunities. This diverse mix creates a dynamic environment where ideas are exchanged freely, and innovation thrives. The sense of community is also strengthened by our ability to provide tailored support and resources to each member, regardless of their size or stage of growth.

Q: What are your expansion plans for Latin America?

A: Last year, we completed a successful restructuring. Today, WeWork is a debt-free, growing, and profitable company. In Latin America, our current strategy is to consolidate our existing operations. With 70 buildings across the region and 83,000 members, we are focusing on enhancing member experience and optimizing high-value locations. For the future, we will focus on further expansion starting in 2027-2028, after ensuring our existing network is solid and our members’ needs are fully met.

Q: In terms of the future, is WeWork considering personalized solutions for companies in their own spaces?

A: We’re seeing growing demand from corporations that already have their own spaces but want to bring the WeWork experience to them. These companies invite us to design, operate, and manage their spaces to enhance the employee experience without opening new WeWork locations. In this model, the spaces remain owned by the corporation, but we manage them to deliver the WeWork value proposition. This trend is growing globally, and we are starting to see interest in Mexico, as well.

WeWork is a global network that provides the spaces, community, and both physical and digital services that businesses need to create and develop their ideas.