NEXT Lab: AI-Powered Journey Excellence
Redefining Leasing, Living & Loyalty
This two-day immersive workshop elevates how multifamily professionals design, implement, and scale exceptional resident and associate experiences through AI-powered journey mapping. Unlike traditional training, this hands-on workshop combines behavioral psychology, journey architecture, and practical AI implementation to drive measurable NOI improvement.
The difference between thriving and surviving lies in your ability to orchestrate experiences that residents value—and will pay for.
Build AI Fluency. Develop Real Skills. Create Working Tools. Lead the Future.
Participants build 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.
- Workshop Leader: Jamie Gorski
- Level: Progressive (Beginner → Intermediate → Advanced)
- Duration: 2 Days-7 Modules
- Learning Architecture: See Below
- Overview with Skill Levels: See Below
- Skill Level Definitions: See Below
Core Learning Architecture
Measure Your Transformation: Before & After Assessment
You Don’t Know What You Don’t Know—Until You Do.
Most multifamily leaders operate with blind spots they can’t even see. That’s not a weakness—it’s the reality of leading in an industry transforming at lightning speed. AI, automation, and the evolving renter journey are creating knowledge gaps faster than traditional learning can fill them.
This assessment isn’t just a quiz—it’s your baseline for growth.
Here’s How It Works:
BEFORE THE EVENT: Take this 10-minute assessment to benchmark your current knowledge and capabilities. Your results reveal:
- Hidden gaps in your AI and automation readiness
- Overlooked opportunities in your renter journey
- Skills your team needs but doesn’t know exist yet
- Your starting point for transformation
AFTER THE EVENT: Retake the same assessment and watch your scores transform. You’ll see concrete proof of:
- New competencies you’ve built in just 2.5 days
- Tools and strategies you can now confidently deploy
- Knowledge gaps you’ve closed that competitors still have
- Your readiness to lead industry change
The Power of Seeing Your Growth
Attendees will increase their assessment scores —but the real value isn’t the number. It’s discovering capabilities you didn’t know existed and solutions to problems you didn’t know you had.
Download your assessment now. Track your journey from uncertainty to mastery. Because in multifamily’s NEXT chapter, what you don’t know today becomes your competitive disadvantage tomorrow.
[AI Powered Journey Skills Assessment]
Take it now. Retake it after NEXT. Share your transformation with your team.
Day 1: Foundations of Journey Excellence
Modules 1-3: Journey Foundations [BEGINNER]
Module 1: Renter Psychology & Market Intelligence
Explore the behavioral drivers, generational preferences, and emotional triggers that shape today’s renter decisions, with cross-industry insights and AI adoption data to ground your journey work.
- 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 & other data: 20-30% productivity boost through AI adoption
- Deliverable: A Trigger-to-Action Framework outlining the top renter decision drivers and emotional states across the Look → Lease → Live → Loyalty journey.
Module 2: Mapping Current Customer Journey [BEGINNER To Intermediate]
Map the real resident and associate journeys, uncover friction points, and begin redesigning touchpoints using the Four Es and AI to turn pain points into opportunities.
- Resident: Map your property’s complete Look–Lease–Live–Loyalty journey.
- Associate: Map your team’s Onboard–Train–Work–Grow journey.
- Identify friction points for both groups using real data (resident reviews, associate feedback, workflows).
- Include both the “intended” process and what actually happens in practice.
- Highlight variability across properties and teams.
- Deliverable: Identify 5 critical friction points for residents and 5 for associates.
- Benchmark against top-performing communities.
Module 3: Design Memorable Touchpoints with the Four Es Framework
After mapping the current journeys, participants will reimagine key moments using the Four Es—Experience, Engagement, Empathy, and Evolution. We’ll apply this to both resident and associate touchpoints with practical AI:
- Engagement: Building emotional connections at scale
- Empathy: AI-powered understanding of resident needs
- Evolution: Continuous improvement through predictive analytics
- Deliverable: A Four Es Touchpoint Framework — a simple tool participants can use to evaluate and redesign resident and associate interactions throughout the customer and employee journeys.
Module 4: Integration [BEGINNER TO INTERMEDIATE]
Module 4: Create Reference Journeys Required: Modules 1-3
Develop an aspirational but actionable map of the ideal experience you want every resident and associate to have. Standardizes what “great” looks like → becomes a blueprint for training, AI implementation, and process design.
- Resident Reference Journey: Define the “perfect state” interactions across Look–Lease–Live–Loyalty, tied directly to brand promise and Four Es.
- Associate Reference Journey: Define the “ideal employee experience” across Onboard–Train–Work–Grow, ensuring associates feel supported, empowered, and motivated.
- Incorporate AI-enabled touchpoints and predictive analytics into both maps.
- Deliverable: A “north star” framework that aligns teams, technology, and brand promise and serves as a blueprint for training, AI integration, and org design.
Day 2: Future-Focused Implementation
Modules 5-6 Marketing [INTERMEDIATE]
Module 5: Multi-Channel Journey Orchestration
Scale personalization by orchestrating resident journeys across every channel — web, email, text, chat, and human touch.
- Automated Nurture Sequences: Build stage-specific workflows for Look → Lease → Live → Loyalty.
- Dynamic Content Systems: Implement AI-driven content that adapts by persona, channel, and behavior.
- Friction-Free Applications: Reimagine the application and approval process with automation and AI validation.
- Deliverable: A multi-channel orchestration framework aligned to your Reference Journey.
Module 6: Predictive Insights and Data
Turn data into foresight with predictive models that flag churn risks, renewal opportunities, and service interventions.
- Retention Prediction Models: Build AI-driven models to identify at-risk residents before they leave.
- Intervention Workflows: Design automated responses (discount offers, service recovery, personalized outreach).
- Journey ROI Metrics: Calculate the impact of AI on lease conversion, renewals, satisfaction, and NOI.
- Deliverable: A predictive retention and ROI framework for your portfolio.
Modeules 7-8: Management Strategy [ADVANCED]
Module 7: Organizational Design & Future Roles
As AI takes over transactional work, organizations must rethink how people and technology co-create value. This session reframes structure, leadership, and roles for the next decade.
- Future Org Structures: Frame centralized vs. decentralized AI models across leasing and service.
- New Roles to Consider: Journey Architect, AI Experience Manager, AI Data & Insights Analyst, AI Trainer, VP of Centralized Sales & AI Operations.
- Change Management Focus: Align leadership, associates, and technology for adoption success.
- Deliverable: A draft org design framework with future roles mapped.
Module 8: Capstone Project & Peer Review
Conclude by pulling together all the elements of the workshop into a 90-day roadmap.
- AI Implementation Roadmap: Each team builds a detailed 90-day action plan for their property or portfolio.
- Journey Redesign Presentations: Share your AI-enhanced Reference Journey with peer groups for feedback.
- Team Training Curriculum: Outline how to prepare associates for AI-enabled workflows.
- Deliverable: A peer-reviewed roadmap and training framework ready for execution.
Overview with Skill Levels
| Day | Est. Time | Modules | Title | Skill Level |
| 1 | 1 | Renter Psychology & Trigger Identification | [BEGINNER] | |
| 1 | 2 | Map Current Customer Journey | [BEGINNER TO INTERMEDIATE] | |
| 1 | 3 | Design Memorable Touchpoints with the Four Es Framework | [INTERMEDIATE] | |
| 1 | 4 | Create Reference Journeys | [INTERMEDIATE] | |
| 2 | 6 | Predictive Insights and Data | [ADVANCED] | |
| 2 | 7 | Organizational Design & Future Roles | [ADVANCED] | |
| 2 | 8 | Capstone Project & Peer Review | [ADVANCED] | |
| Post Event | Online Success Hub & Webinar | AI Integration Tool Laboratory | [INTERMEDIATE TO ADVANCED] |
Skill Level Definitions
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
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
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
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 (30 days)
- AI tool trial account
- 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
The Bottom Line
This progressive two-day workshop takes participants from [BEGINNER] journey mapping basics in Section 1 through [ADVANCED] enterprise architecture in Section 7, 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 demonstrates how AI-powered tools, data-driven insights, and smart automation can transform 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.
Register Now
Full refund if you don’t leave with working tools