Day One: Foundations of Journey Excellence
Redefining Leasing, Living & Loyalty
This two-day immersive workshop elevates how multifamily professionals design, implement, and scale exceptional resident and prospect 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.
Participants master two parallel journeys:
- Resident and Prospect 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 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 journeys of residents and prospects, 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.
- 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 prospects and residents.
- 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 resident 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 interactions throughout the customer journey.
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.
- 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.
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] | |
