Day Two: Future-Focused Implementation
Redefining Leasing, Living & Loyalty
This two-day immersive workshop elevates how multifamily professionals design, implement, and scale exceptional customer 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 master two parallel journeys:
- Customer Journey: Look → Lease → Live → Loyalty
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 know AI matters. Few know where they actually stand.
Before Multifamily NEXT (January 27-29, Dallas), take 10 minutes to benchmark exactly where you are with AI implementation and renter journey optimization.
This isn’t about exposing weaknesses—it’s about identifying your highest-impact opportunities.
What You’ll Discover:
- Which AI capabilities would solve your biggest operational bottlenecks
- Where your renter journey has untapped conversion potential
- What your team is ready to build vs. what needs foundation work
- Your personalized roadmap for the 2.5-day event
The Before/After Advantage: Take the assessment now. Then retake it after NEXT. You’ll have measurable proof of the capabilities you’ve built—concrete evidence of transformation to share with your team and leadership.
Because the multifamily leaders winning with AI aren’t guessing where to start. They’re measuring, building, and proving results.
This assessment is your baseline for growth.
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.
DOWNLOAD THE ASSESSMENTS
Skills Assessment AI Platform Optimization Intensive for Multifamily
The AI Assistant Revolution From Zero to 24_7 AI-Powered Operations
AI-Powered-Journey-Skills-Assessment NEXTLab
Template Workshop Skills Assessment
Take it now. Take it again after NEXT. Share your transformation with your team.
Day 2: Future-Focused Implementation
Modules 5-6 Marketing [INTERMEDIATE]
Module 5: Multi-Channel Journey Orchestration
Scale personalization by orchestrating customer journey 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 |
| 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 | [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
Track Guidance: Each track is designed as a progressive learning journey, with modules building on previous concepts. To maximize your success and qualify for our Success Guarantee, we recommend selecting one track and completing all modules in sequence.
Flexible Learning Format: While NEXT Talks, breaks, and lunch occur at scheduled times, workshop modules may be extended or compressed based on participant needs—we prioritize mastery over the clock.
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