Celebrating a new chapter at SS+A: Insights from our new COO
We are excited to announce that SS+A has welcomed Lauren Groves into our ranks full time as Ambience Architect, more formally referred to as Chief Operating Officer. With a passion for the cultural sector and years of working with multiple organisations, Lauren brings a wealth of experience and expertise to the table. In this post, we dive into her journey with Stephen Spencer + Associates (SS+A) and insights into how ambience shapes customer experience and commercial success.
A decade of collaboration and crowth
Lauren’s journey with SS+A stretches back nearly 10 years, when first meeting Stephen Spencer whilst working for a product manufacturer serving the cultural sector. It was here that they quickly realised their shared passion for transforming underperforming areas of business. Together, they successfully rebranded and expanded a struggling part of the company, solidifying their professional partnership. Reflecting on the last few years, Lauren expresses her excitement about officially joining SS+A full time:
“Over the last four years, I’ve had the pleasure of working with all of our talented Associates and assisting them wherever they need it most. During this time, I’ve developed a deep understanding of the SS+A mission and our drive to create transformative solutions for cultural institutions and organisations.”
In her new role, Lauren aims to enhance operational efficiency, boost collaboration, and ensure client satisfaction—while continuing to champion the values that make SS+A an industry leader.
Navigating the changing landscape of the cultural sector
The last ten years have brought about a tremendous evolution for SS+A, but none more so than the changes sparked by the pandemic. Lauren highlights how these challenging times became a catalyst for innovation at SS+A, allowing the team to adapt quickly to new ways of working:
“I began working with Stephen during the pandemic, which proved to be a major catalyst for transformation within the industry. With institutions closing their doors, we embraced virtual collaboration tools like Zoom, which have become our new norm.”
This transition to virtual working not only helped SS+A continue its projects during unprecedented times but also expanded the consultancy’s geographical reach. The team now collaborates seamlessly with Associates across the UK, delivering client solutions to a global base—from Ireland to the Kingdom of Saudi Arabia.
Post-pandemic, many cultural institutions recognised the vital importance of the visitor journey, particularly as a revenue driver. With shrinking funding, more clients now prioritise commercial growth, which is where SS+A’s expertise shines. By focusing on improving customer experiences, SS+A helps organisations grow in challenging economic climates.
The power of Ambience in customer experience
For Lauren, ambience is more than just aesthetics; it’s a crucial element of customer experience and a key driver of commercial success. She explains how ambience can create a lasting emotional connection that enhances the overall experience:
“Ambience plays a vital role in shaping the overall customer experience because it directly influences how customers feel when they interact with a space, whether physical or digital.”
A thoughtfully curated ambience creates an immersive environment that not only invites customers to engage but also encourages loyalty and repeat visits. By designing spaces that are inviting and emotionally resonant, organisations can enhance the customer journey and ultimately boost their revenue.
Looking forward: What’s next for SS+A?
As SS+A celebrates its first decade, the next 12 months promise to be an exciting time for both the organisation and its clients. Lauren describes herself as a creative at heart, and is especially looking forward to designing engaging in-person events and networking spaces.
“I’m really looking forward to the in-person events and designing beautiful, ambient networking spaces, including the M+H Show Ambience Lounge and Spring Fair Buyers Lounge (plus one other just agreed!). Seeing people enjoying a space you’ve worked hard to create brings a huge amount of joy.”
With a keen eye on both operational excellence and creative expression, Lauren is excited to contribute to the ongoing growth and success of SS+A. As we look ahead to the future, we remain committed to helping cultural institutions and organisations thrive through strategic consultancy and innovative, transformative solutions.
Stay tuned for more updates on our journey and the exciting projects we have lined up in the coming months!
