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Inside the Funnel — Katie Harman — Centralization, change management, and the human side of AI

Inside the Funnel — Katie Harman — Centralization, change management, and the human side of AI

Multifamily Unpacked
• 16 min
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<p>Katie Harman, Enterprise Consultant at Funnel experienced multifamily from every angle (on site, in a contact center, in management, and as an operator implementing Funnel ) before crossing over to consult with some of the industry's largest operators.&nbsp;</p> <p>Her dual perspective shapes how Harman helps property management companies rethink their operating models around centralization and AI.</p> <p><strong>In this episode</strong></p> <p>- The story of a Funnel partner who cut missed prospect calls from 45% to 4%</p> <p>- How operators think about centralization differently six years in</p> <p>- Why the right specialized roles free site teams to focus on touring, closing, and renewals</p> <p>- Katie's take on change management, from earning trust at every level to navigating the hardest part of any rollout: user adoption</p> <p>- Why the best AI strategy is the one built around people</p>