AI-Powered Journey Excellence: Revolutionizing Multifamily Experience
Two-Day Intensive Workshop for Leasing, Living & Loyalty Innovation
Course Information
Course Name: AI-Powered Journey Excellence: Revolutionizing Multifamily Experience
URL: https://successhub.mprodigitaledge.com/all-courses/ai-powered-journey-excellence-workshop
Category: Strategic Experience Innovation
Level: Progressive (Beginner → Intermediate → Advanced)
Duration: 2 Days (16 hours total)
Format: Live, In-Person Intensive Workshop
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 reinvention
- 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 (EliseAI, ChatGPT, Rently)
- 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:
- 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] |
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
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:
- Enterprise architecture frameworks
- Organizational design blueprints
- Performance measurement dashboards
- 90-day implementation roadmap
- Team training curriculum
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 revolutionize their resident experience while driving measurable business results.