Two-Day Intensive Journey Mapping Workshop for The Leasing, Living & Loyalty Innovation
Course Information
Course Name: AI-Powered Journey Excellence: Elevating Multifamily Experience
Category: Strategic Experience Innovation
Level: Progressive (Beginner → Intermediate → Advanced)
Duration: 2 Days (16 hours total)
Format: Live, In-Person Intensive Workshop
Course Description
This two-day intensive workshop elevates how multifamily professionals design, implement, and scale exceptional resident and associate experiences through AI-powered journey mapping and predictive analytics. Unlike traditional training, this hands-on workshop combines behavioral psychology, journey architecture, and practical AI implementation to drive measurable NOI improvement.
The Strategic Framework
Participants master two parallel journeys:
- Resident Journey: Look → Lease → Live → Loyalty
- Associate Journey: Onboard → Train → Work → Grow
Using the Four Es Framework (Experience, Engagement, Empathy, Evolution) and proven methodologies from IDEO U, McKinsey’s AI Value Creation framework, and cross-industry best practices from hospitality, retail, and travel sectors.
Core Learning Architecture
Day 1: Foundation & Integration (9:00 AM – 5:00 PM)
Morning Session: Journey Foundations [BEGINNER]
Section 1: Renter Psychology & Market Intelligence (90 minutes)
- Current renter behavioral triggers and decision drivers
- Generation-specific preferences (Gen Z, Millennials, Gen X)
- Cross-industry inspiration: Marriott personalization, Starbucks Deep Brew, Delta predictive service
- McKinsey data: 20-30% productivity boost through AI adoption
Section 2: The Four Es Framework Implementation (90 minutes)
- Experience: Designing memorable touchpoints
- Engagement: Building emotional connections at scale
- Empathy: AI-powered understanding of resident needs
- Evolution: Continuous improvement through predictive analytics
Afternoon Session: AI Integration [BEGINNER TO INTERMEDIATE]
Section 3: Reference Journey Creation Workshop (90 minutes)
- Map your property’s complete Look-Lease-Live journey
- Identify 5 critical friction points using real resident data
- Benchmark against top-performing communities
Section 4: AI Tool Laboratory (90 minutes)
- Hands-on testing
- AI Tool Scorecard evaluation (scalability, UX, integration, ROI)
- Prompt engineering for marketing copy and resident communications
- Real-time sentiment analysis of resident reviews
Day 2: Advanced Implementation & Scale (9:00 AM – Until Complete)
Morning Session: Automation & Analytics [INTERMEDIATE]
Section 5: Multi-Channel Journey Orchestration (90 minutes)
- Design automated nurture sequences by journey stage
- Implement dynamic content systems across channels
- Build friction-free application processes
Section 6: Predictive Analytics Implementation (90 minutes)
- Create retention prediction models
- Design intervention workflows for at-risk residents
- Calculate journey ROI and experience metrics
Afternoon Session: Enterprise Strategy [ADVANCED]
Section 7: Organizational Design & Future Roles (90 minutes)
- Frame future org structures in AI-powered environments
- Define new positions: Journey Architect, AI Experience Manager
- Build centralized vs. decentralized AI models
Section 8: Capstone Project & Peer Review (90 minutes)
- Create your 90-day AI implementation roadmap
- Present journey redesign to peer groups
- Develop team training curriculum
Skill Level Definitions
Beginner Level
For participants who:
- Currently use generic, one-size-fits-all resident communications
- Don’t understand the complete renter journey stages (triggers through advocacy)
- Need help identifying resident pain points and friction areas
- Want to understand journey mapping fundamentals
- Are unfamiliar with resident personalization strategies
- Rely on intuition rather than data for resident experience decisions
- Need step-by-step instructions for journey mapping exercises
Intermediate Level
For participants who:
- Track basic resident satisfaction metrics (surveys, reviews)
- Understand journey stages but haven’t optimized touchpoints
- Write personalized communications but do so manually
- Have mapped portions of the resident journey but lack a complete view
- Ready to implement automation across resident touchpoints
- Want to use predictive analytics to reduce churn
- Seek to build systematic resident engagement processes
- Can identify experience gaps but need help prioritizing improvements
Advanced Level
For participants who:
- Manage portfolio-wide resident experience strategies
- Design complex, multi-channel journey orchestrations
- Implement predictive analytics for retention and intervention
- Use behavioral data to anticipate resident needs
- Ready to train teams on journey excellence principles
- Seek enterprise-wide experience elevation
- Can architect AI-powered personalization systems at scale
- Measure and optimize experience ROI across properties
Day 1: Foundation & Integration (9:00 AM – 5:00 PM)
Morning Session: Journey Foundations
Section 1: Renter Psychology & Trigger Identification [BEGINNER]
Duration: 90 minutes
Learning Objectives:
- Understand current renter behavioral triggers and decision drivers
- Identify generation-specific preferences (Gen Z, Millennials, Gen X)
- Recognize pain points in typical resident journeys
- Map emotional states throughout the renter lifecycle
Content & Activities:
- Interactive exercise: Identify your residents’ top 5 decision triggers
- Case study analysis: How Marriott and Starbucks use behavioral psychology
- Workshop: Build your first trigger-to-action framework
- McKinsey research review: 20-30% productivity gains through AI adoption
Section 2: Journey Mapping & Touchpoint Optimization [BEGINNER TO INTERMEDIATE]
Duration: 90 minutes
Learning Objectives:
- Master the complete Look → Lease → Live → Loyalty journey stages
- Learn systematic touchpoint mapping methodology
- Identify and document friction points across channels
- Understand the Four Es Framework (Experience, Engagement, Empathy, Evolution)
Content & Activities:
- Step-by-step journey mapping tutorial
- Touchpoint audit worksheet completion
- Friction identification exercise using real property data
- Four Es implementation planning
Afternoon Session: AI Integration
Section 3: AI-Powered Personalization Systems [INTERMEDIATE]
Duration: 90 minutes
Learning Objectives:
- Implement dynamic content systems for resident communications
- Build basic personalization rules and triggers
- Create AI-enhanced touchpoints across the journey
- Design automated yet personalized resident outreach
Content & Activities:
- Hands-on AI tool testing
- Prompt engineering workshop for marketing copy
- Build your first automated nurture sequence
- Create personalization matrices for different resident segments
Section 4: Engagement Automation & Scaling [INTERMEDIATE]
Duration: 90 minutes
Learning Objectives:
- Design scalable automation workflows
- Implement multi-channel engagement strategies
- Build systematic resident engagement processes
- Create feedback loops for continuous improvement
Content & Activities:
- AI Tool Scorecard evaluation exercise
- Automation workflow design workshop
- Real-time sentiment analysis of resident reviews
- Scale testing: From one property to portfolio-wide
Day 2: Advanced Implementation & Scale (9:00 AM – Until Complete)
Morning Session: Analytics & Orchestration
Section 5: Predictive Analytics & Retention Modeling [INTERMEDIATE TO ADVANCED]
Duration: 90 minutes
Learning Objectives:
- Build predictive models for resident retention
- Create early warning systems for at-risk residents
- Design intervention workflows based on predictive scores
- Calculate ROI of experience improvements
Content & Activities:
- Retention scoring model development
- Churn prediction workshop using actual data
- Intervention strategy design
- ROI calculation exercises
Section 6: Multi-Channel Journey Orchestration [INTERMEDIATE TO ADVANCED]
Duration: 90 minutes
Learning Objectives:
- Design complex, multi-channel journey orchestrations
- Coordinate touchpoints across digital and physical channels
- Build consistent experiences across portfolio properties
- Implement enterprise-wide journey standards
Content & Activities:
- Advanced journey orchestration planning
- Channel integration workshop
- Portfolio standardization frameworks
- Cross-functional alignment exercises
Afternoon Session: Enterprise Strategy
Section 7: Enterprise Journey Architecture [ADVANCED]
Duration: 90 minutes
Learning Objectives:
- Architect AI-powered experience systems at scale
- Design portfolio-wide resident experience strategies
- Create organizational structures for journey excellence
- Define new roles: Journey Architect, AI Experience Manager
Content & Activities:
- Enterprise architecture design workshop
- Future org structure modeling
- New role definition and responsibility mapping
- Centralized vs. decentralized AI model comparison
Section 8: Performance Measurement & Evolution [ADVANCED]
Duration: 90 minutes
Learning Objectives:
- Measure and optimize experience ROI across properties
- Build performance dashboards for journey metrics
- Train teams on journey excellence principles
- Create continuous improvement systems
Content & Activities:
- Capstone Project: 90-day implementation roadmap
- Peer review and feedback sessions
- Team training curriculum development
- Performance measurement framework creation
Complete Section Overview with Skill Levels
| Day | Time | Section | Title | Skill Level |
| 1 | 9:00-10:30 | 1 | Renter Psychology & Trigger Identification | [BEGINNER] |
| 1 | 10:45-12:15 | 2 | Journey Mapping & Touchpoint Optimization | [BEGINNER TO INTERMEDIATE] |
| 1 | 1:15-2:45 | 3 | AI-Powered Personalization Systems | [INTERMEDIATE] |
| 1 | 3:00-4:30 | 4 | Engagement Automation & Scaling | [INTERMEDIATE] |
| 2 | 9:00-10:30 | 5 | Predictive Analytics & Retention Modeling | [INTERMEDIATE TO ADVANCED] |
| 2 | 10:45-12:15 | 6 | Multi-Channel Journey Orchestration | [INTERMEDIATE TO ADVANCED] |
| 2 | 1:15-2:45 | 7 | Enterprise Journey Architecture | [ADVANCED] |
| 2 | 3:00-4:30 | 8 | Performance Measurement & Evolution | [ADVANCED] |
Key Workshop Features
Industry-Specific Focus
- All exercises use real multifamily scenarios (Class A luxury, Class B value, Class C affordable)
- Fair Housing compliance integrated throughout
- Property-specific competitive intelligence using CompareEdge AI methodology
Research-Driven Approach
- Gartner research showing 80% of customer interactions will be AI-driven by 2030
- Forrester benchmarks: CX leaders grow revenue 1.6x faster
- Evidence-based behavioral psychology for resident decision-making
Performance-Driven Results
- improvement in renewal rates within 90 days
- reduction in time-to-lease
- increase in resident satisfaction scores
- Measurable NOI improvement through optimized journeys
Workshop Deliverables
Immediate Takeaways
- Complete Journey Maps: Both resident (Look-Lease-Live) and associate (Onboard-Train-Work-Grow)
- AI Implementation Toolkit: Evaluated tools, prompts, and automation workflows
- Reference Journey Framework: Customized to your brand promise and property type
- Predictive Models: Retention scoring and intervention triggers
- 90-Day Action Plan: Peer-reviewed implementation roadmap
Digital Resources
- Journey mapping software access (60 days)
- AI tool trial accounts
- Template library for all property types
- Performance dashboard setup guides
- Online course materials access
Course Requirements & Prerequisites
Technical Requirements
- Laptop with Chrome browser
- Access to property performance data
- Resident feedback/survey results (if available)
- Competitive set information
Skill Prerequisites
- Day 1: No experience required – builds from foundations
- Day 2: Completion of Day 1 or equivalent journey mapping experience
- Basic understanding of property operations helpful but not required
Intended Audience
Primary Participants
- Property Managers driving resident satisfaction improvements
- Regional Managers standardizing experiences across portfolios
- Marketing Directors optimizing conversion funnels
- Operations VPs reducing churn systematically
- Leasing Managers improving prospect-to-resident conversion
- C-Suite Executives elevating portfolio performance
Cross-Functional Benefits
Workshop designed for mixed teams (marketing + operations + leasing) to ensure:
- Aligned understanding of journey excellence
- Cross-departmental collaboration
- Consistent implementation across properties
- Shared accountability for results
Learning Methodology: Learn While You Work
Progressive Skill Building
- Foundation (Day 1 Morning): Journey mapping basics, AI fundamentals
- Creation (Day 1 Afternoon – Day 2 Morning): Build actual journeys, test AI tools
- Advanced (Day 2 Afternoon): Strategic implementation, scaling across portfolios
Hands-On Application
- Work with your actual property data
- Test AI tools on real resident communications
- Create deliverables you’ll use immediately
- Practice with peer feedback and expert coaching
Performance Expectations & ROI
30-60 Day Impact
- Implemented AI-powered touchpoints operational
- Journey friction points identified and addressed
- Team aligned on experience standards
- Initial satisfaction score improvements visible
3-6 Month Results
- Measurable conversion rate improvements
- Reduced time-to-lease metrics
- Enhanced competitive positioning
- Predictive models preventing churn
6-12 Month Evolution
- Portfolio-wide journey excellence
- Sustained competitive advantages
- New organizational capabilities established
- Documented NOI improvement from experience initiatives
Post-Workshop Support
60-Day Implementation Package
- Weekly office hours with instructors
- Journey optimization reviews
- AI tool troubleshooting support
- Performance metric consultations
- Access to participant community
Ongoing Resources
- Quarterly journey excellence webinars
- AI tool updates and recommendations
- Best practice sharing platform
- Annual workshop alumni reunion
Certification & Recognition
Upon completion, participants receive:
- Certificate of Completion: AI-Powered Journey Excellence Practitioner
- Digital Badge: LinkedIn-ready credential
- CPM/CAM Credits: [If applicable]
- Portfolio Certification Track: Path to enterprise certification
Registration Process
- Complete online registration form
- Submit property/portfolio information
- Receive pre-workshop preparation materials
- Complete baseline journey assessment
- Join pre-workshop orientation call
Contact: [Your contact information] Questions: [Support email/phone]
Workshop Deliverables by Section and Skill Level
Sections 1-2 [BEGINNER TO INTERMEDIATE] Deliverables:
- Complete journey map for your property
- Identified friction points and pain areas
- Four Es Framework implementation plan
- Touchpoint optimization checklist
Sections 3-4 [INTERMEDIATE] Deliverables:
- AI tool evaluation scorecard
- Automated engagement sequences
- Personalization matrices
- Scaling roadmap from property to portfolio
Sections 5-6 [INTERMEDIATE TO ADVANCED] Deliverables:
- Predictive retention models
- Multi-channel orchestration plans
- Portfolio standardization frameworks
- ROI calculation models
Sections 7-8 [ADVANCED] Deliverables:
- nizational design blueprints
- Performance measurement dashboards
- 90-day implementation roadmap
- Team training curriculum
Progressive Skill Development Path
Day 1 Progression:
- Sections 1-2: Start with BEGINNER fundamentals, progress to BEGINNER TO INTERMEDIATE
- Sections 3-4: Advance to INTERMEDIATE AI implementation and automation
Day 2 Progression:
- Sections 5-6: Elevate to INTERMEDIATE TO ADVANCED analytics and orchestration
- Sections 7-8: Master ADVANCED enterprise architecture and performance systems
The Bottom Line
This progressive two-day workshop takes participants from [BEGINNER] journey mapping basics in Section 1 through [ADVANCED] enterprise architecture in Section 8, ensuring every attendee – regardless of starting skill level – leaves with practical tools, proven frameworks, and the confidence to elevate their resident experience while driving measurable business results.
This two-day intensive workshop shows you how AI-powered tools, predictive analytics, and smart automation can elevate the renter and associate journeys from transactional to exceptional. You’ll leave with practical tools, proven frameworks, and a clear roadmap to elevate your resident experience while driving measurable business results.
Stop talking about digital innovation. Start building it.