You'll hear from:

Hannah O’Leary, Communications director, Funnel

CJ Donio, Director of Product for AI Workflows and Insights, Funnel

In this episode:

• Lessons that carry over — building trustworthy AI on customers' data, keeping the UX simple, and always asking if a feature genuinely helps renters and leasing agents.

• A personal AI assistant for Funnel teams — query your data ("how many people didn't show up for a tour today?"), then act on it by assigning tasks or sending communications.

• Human in the loop — why the goal is to give teams a superpower, not remove the human, so agents can focus on relationships and one-to-one follow-up.

• MCP, explained — what the Model Context Protocol is ("an API for APIs"), why it's lightweight, and how it lets AI pull context from your PMS, partners, and Funnel.

• Granular permissions — how MCP connectors respect your existing Funnel login and access, down to the individual community level.

• Conversational BI for execs and data teams — querying Funnel data inside tools like Claude, ChatGPT, or Gemini and turning it into tables and charts.

• Bring your own app stack — building a robust integration platform so operators can keep the partners they love.

• Ramping new team members faster — using SOPs, KB content, Insights call coaching, custom scorecards, and adjustable automation to support newer teams.

• A look at the crystal ball — generative UI, where you describe the job to be done and the interface builds itself around it.

• Getting to know CJ — music, drums, a two-year-old, and why the people are his favorite part of Funnel.

Her dual perspective shapes how Harman helps property management companies rethink their operating models around centralization and AI.

In this episode

- The story of a Funnel partner who cut missed prospect calls from 45% to 4%

- How operators think about centralization differently six years in

- Why the right specialized roles free site teams to focus on touring, closing, and renewals

- Katie's take on change management, from earning trust at every level to navigating the hardest part of any rollout: user adoption

- Why the best AI strategy is the one built around people

In this episode of The Report, Alex Howe, SVP Marketing + Growth at Funnel, and Tyler Christiansen, CEO, Funnel, recap the biggest conversations coming out of Apartmentalize in New Orleans — from AI orchestration and centralization to housing policy, REIT consolidation, and interest rates.

They also cover several major industry stories shaping multifamily right now, including:

• AI accountability: Why AI adoption is shifting from excitement about automation to accountability, governance, clean data, human oversight, and real resident experience outcomes.

• Property management software expansion: Why some AI-first companies are moving toward accounting and PMS software

• Housing legislation: What the latest bipartisan housing bill could mean for operators, renters, and the broader affordability conversation.

• Constrained investment volume: Why multifamily transaction activity remains cautious, even as operating fundamentals show signs of stabilization.

• Centralization’s comeback: Why operators are revisiting centralization with more pragmatism, clearer goals, and a sharper focus on measurable efficiency.

• AvalonBay and Equity Residential merger: What the $69 billion REIT merger signals about scale, shared services, centralized operating models, and the future of mega managers.

• Interest rates and development: How the Fed’s latest decision to hold rates steady could continue to pressure new apartment development — and why that may set up future rent growth volatility.

For more on Funnel’s Apartmentalize announcements: Workflow Studio, Funnel’s custom renter workflow builder. Watch this video: https://www.youtube.com/watch?v=P5cFdtOyhQI

For the results of a third-party blind user test where 169 real renters compared Funnel’s chat and voice AI against three major competitors. Read the press release, or listen to this episode of the report. 

To learn more about Funnel visit: https://funnelleasing.com/

Connect with Tyler on LinkedIn. https://www.linkedin.com/in/funnel/

In the spirit of the world's best teams competing at the highest level, they put Funnel's voice and chat AI to the test — independently, blindly, and against competitors' best examples.

Funnel won every single matchup. The more interesting story is why — and what it signals about where multifamily AI is headed.

The setup:

• An independent research firm ran six blind, head-to-head studies in April and May

• 169 real American renters tested Funnel’s chat and voice AI against three major competitors: two legacy property management platforms and a self-described "AI leader" in multifamily

• Renters had 30 minutes and a broad mandate: schedule a tour, ask about pet policies, and interrupt the voice AI mid-sentence to see how it responded

By the numbers:

• Funnel won all six head-to-head matchups

• Nearly 3 in 4 renters preferred Funnel's chat AI; 2 in 3 preferred Funnel's voice AI

• 81% said Funnel felt more knowledgeable in chat; 67% said the same in voice

• In chat AI, Funnel outperformed the competition by 6-27% in renter satisfaction and 7-52% in human-likeness.

• In voice AI, Funnel outperformed the competition by 5-10% in renter satisfaction and 4-27% in human-likeness.

Four themes renters mentioned often

• Warmth. Competitors were described as "abrupt," "formal," and — my personal favorite — "the audio version of a brochure."

• Transparency. Funnel answered questions about fees, breed restrictions, and community specifics directly in the conversation. Competitors sent renters to links. Renters noticed, and they didn't like it.

• The ability to actually listen. In voice, renters could interrupt Funnel, pause, change direction — and Funnel kept up. Competitors talked over them. That was the single biggest complaint in the voice study.

• Anticipation. Funnel volunteered relevant details before renters had to ask. It felt like the AI was thinking ahead, not just responding.

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

If you enjoyed this conversation, you’ll love Forum. Register today. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

In this episode, you’ll hear about:

• Why generalist roles are burning out top performers, and how the new operating model solves it
• How Funnel’s platform evolved through deep co-development with early partners
• What the next phase of centralization and AI-driven marketing looks like
• How centralized models improve personalization and renter experience
• Why “partnership first” is core to customer success at Funnel
• The origin story of Camden’s Birdie and Funnel’s early bet on AI

If you enjoyed learning about centralization, AI, and what the new operating model means for the future of multifamily, you'd love Forum. Register today. https://meet.funnelleasing.com/forum-2026-registration

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

What you’ll learn: 

• How a professional athlete became an urbanist: Tesho’s journey from the soccer field to shaping the built environment — and what travel taught him about great cities.
• Why zoning is the unglamorous hero: How flexible zoning unlocks mixed-use communities and missing-middle housing.
• How to turn an industrial site into a neighborhood: The playbook behind Camp North End’s transformation and its 1,000+ annual events.
• Where technology meets hospitality: From Wi-Fi that covers the campus to multilingual AI and follow-ups that feel personal.
• What renters really value: Why natural light, balconies, and proximity to life’s best moments beat flashy amenities.

If you enjoyed this episode, you'd love Forum. Register today. https://meet.funnelleasing.com/forum-2026-registration

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

Forum registration is filling up, register today. https://meet.funnelleasing.com/forum-2026-registration

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

In this episode we cover: 

What AI is actually for: Reducing repetitive work so teams can focus on judgment, empathy, and relationships.

Building AI for high-trust, regulated work: Clear guardrails and human review are what make AI usable at scale.

Why “self-learning” AI is mostly a myth: Autonomous learning sounds efficient but introduces risk without oversight.

Perfecting the handoff, the hardest design problem in AI: Knowing when the system should act and when it should step aside.

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

Tyler breaks down what he’s seeing across REITs, large fee managers, and early-stage adopters: which operating behaviors are sticking, where friction remains, and how the next generation of workflows will change staffing, service levels, and resident expectations. He also explains why winners and losers will separate faster than most expect — and what operators should be preparing for now.

You’ll learn:

• Where multifamily truly is on the centralization and specialization journey
• How REITs, third-party managers, and owner-operators are taking different paths based on incentives, contracts, and brand strategy.
• The real ROI of specialization: why the biggest gains are coming from back-office functions, not leasing “glamour metrics.”
• How centralized models change service levels, staffing ratios, and retention, including what operators consistently underestimate.
• AI’s next chapter: moving from chatbots to agentic workflows that perform tasks, not just answer questions.
• What resident interactions will look like when AI can renew leases, negotiate within guardrails, process payments, and sync context across systems.
• The coming shift in leadership development as old career ladders collide with new operating structures.

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

First up is your host, Jay Parsons, economist, advisor, and creator of The Rent Roll, a top-ranked podcast known for breaking down market trends, operator realities, and the forces shaping rental housing.

He’s joined by Tyler Christensen, CEO of Funnel, who works directly with the industry’s largest operators to help translate this moment — AI adoption, centralization, and new operating models — into practical changes for teams and workflows.

You’ll learn: 

• What AI is actually doing onsite today
• How centralization unlocks the savings AI alone can’t
• The jump in voice AI and what renters use it for
• Real agentic workflows (mid-lease changes, addenda, renewals)
• Why operators are consolidating tech stacks
• What leaders should realistically prepare for next

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

Before leading acquisitions that reshaped the industry, Michael built and sold his own companies, giving him rare perspective on both sides of the table. In this episode, he and Tyler Christiansen, CEO of Funnel unpack the deals that defined a generation, the importance of culture in innovation, and why the best leaders are really just great sellers with a vision people want to follow.

What you’ll learn:

• How one acquisition strategy changed multifamily forever
• The difference between a “build or die” and “build or buy” market
• Why great culture is a company’s best competitive edge
• What today’s entrepreneurs can learn from multifamily’s past cycles

If you enjoyed this conversation, do not miss Forum. https://meet.funnelleasing.com/forum-2026-registration

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

In this Forum panel, four leaders share what it actually takes to scale a centralized operating model—across asset types, management structures, and team sizes. 

You’ll hear from:
 – Joni Lowe, SVP Marketing, Pacific Urban Investors
 – Dom Beveridge, Founder & Principal, 20for20
 – Jason Terry, Former Director of Resident Services, Redstone Residential
 – Melody Reid, Managing Director, US Property Systems, Greystar

What you’ll learn:

• Why property admin—not leasing—is often the first to go off-site
• How Greystar built AI-powered workflows that save time and deliver more consistency at scale
• How Pacific Urban tracks to measure centralized success across operators
• How Redstone uses their CLO or centralized leasing office to handle turnover and spikes in demand
• Why fee structures matter for third-party centralization—and how top firms are evolving

Read the full forum recap here: https://funnelleasing.com/today-in-operations-centralization-in-action/

Don’t miss out next year. 2026 registration is open, can’t wait to see you there. https://meet.funnelleasing.com/forum-2026-registration

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

Together, they unpack what Tyler calls the “new operating model” a shift toward centralized, specialized teams and AI-powered workflows that make leasing more efficient, renters happier, and teams more fulfilled.

The conversation traces Funnel’s early days building automated lead management tools, the “aha moment” that unlocked portfolio-level leasing, and how REITs like Essex and owner-operators like Cortland, Windsor, and UDR helped prove the model.

You’ll hear:

— Why centralization—not AI—was the first domino to fall in multifamily transformation.

— How “renter-centric architecture” changes the owner-to-resident relationship.

— What new specialized roles (like renewal and leasing hubs) mean for teams and career paths.

— How AI fits into the model once workflows are centralized and why it boosts both efficiency and retention.

— The leadership and cultural traits shared by companies successfully navigating this shift.

Tyler and Matt go deep into the structural rewiring happening beneath multifamily’s surface showing why technology is only part of the story, and why operational design is where the real innovation happens.

At the end of the episode listen to Deepali Vyas, Global Head of Data and AI at ZRG as she zooms out on what centralization and agentic AI mean for leadership, talent, and trust across real estate.

Resources: 

• Leading Voices in Real Estate Podcast: https://www.zrgpartners.com/leadingvoices/
• ZRG Partners: https://www.zrgpartners.com/our-team/matt-slepin/
• If you enjoyed this episode, you’ll love Forum. Register today. https://meet.funnelleasing.com/forum-2026-registration

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

Clay joins Funnel CEO Tyler Christiansen to talk about the future of agentic AI—intelligent systems that don’t just respond, but act. Together, they unpack why this moment in AI is so significant, where the real impact lies, and how AI can elevate customer experiences by removing the rote and making room for what’s truly human.

They also explore:

• The origin and mission behind Sierra
• Real-world AI use cases across industries (including multifamily)
• The shift to resolution-based pricing
• Why trust and thoughtful design matter more than ever

Funnel is proud to partner with Sierra to bring the best conversational AI to multifamily. 

Whether you're shaping your AI strategy or just trying to understand what’s next, this conversation is packed with clarity, insight, and inspiration. Read the full recap here: https://funnelleasing.com/forum-recap-future-of-agentic-ai/

Don’t miss out next year. 2026 registration is open, can’t wait to see you there. Register today. https://meet.funnelleasing.com/forum-2026-registration

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

Tyler and Matt dig deep on the past, present, and future of the industry—covering everything from the institutionalization of multifamily as an asset class to the slow but necessary shift toward centralization and tech-enabled operations. They unpack how the REIT era rewired expectations for leadership, why talent pipelines are still too shallow, and what it means to “play the long game” in a space defined by relationships, reinvention, and relentless change.

What you’ll learn:

• Why multifamily wasn’t always considered an institutional investment class—and what changed
• The unintended consequences of promoting from within in property management
• The balancing act of centralization in third-party management
• How AI and technology are reshaping operational leadership—and why human-centric leadership still matters
• Why career success in multifamily is less about the “perfect resume” and more about curiosity, context, and consistency

Links + resources:

• Leading Voices in Real Estate Podcast: https://www.zrgpartners.com/leadingvoices/
• ZRG Partners: https://www.zrgpartners.com/our-team/matt-slepin/
• Listen to Tyler on Matt’s show: https://www.zrgpartners.com/insights/leading-voices-tyler-christiansen/
• Learn more about FoodExtra here: https://extrafood.org/

If you enjoyed this episode, you’ll love Forum. Register today. https://meet.funnelleasing.com/forum-2026-registration

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

In this Forum highlight, Ginny Decker (SVP of Operations, Monument) and Jayde Kelley (Director of Innovation, RedPeak) sit down with Funnel’s Sarah Bozarth to talk about how centralized operations are giving teams more clarity, more support, and ultimately—more reasons to stay.

You’ll learn:

• Why both operators started with team feedback before rolling anything out
• How role specialization turned “one more task” into “one great job”
• The ripple effects on morale, retention, and resident experience
• How the right tech stack made the shift sustainable

If your goal is to create happier teams and stronger careers—alongside faster, efficient, scalable workflows—this episode is for you.

This was recorded live at Forum. If you enjoyed this episode, you'd love Forum. Register today. https://meet.funnelleasing.com/forum-2026-registration

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

They cover:

— Why a 25 bp cut doesn’t move the needle

— How supply peaks today set up a different market in 2026–2027

— The myth of home sales and rental demand (hint: strong for-sale markets often help rents)

— What rent control proposals really mean for affordability

— Fee transparency, “all-in” pricing, and the compliance burden operators are facing

— Why resident retention has been trending up for a decade

— The comeback (and risk) of concessions

If you enjoy conversations like this, you’ll love Forum, the premier event for multifamily executives who believe in a better operating model. Forum sells out every year. Registration is open. Secure your spot today. https://meet.funnelleasing.com/forum-2026-registration

Listen to Jay’s podcast, The Rent Roll: https://jayparsons.com/podcast/

Timestamps:

0:00 Jay Parsons — Multifamily economics beyond the rate cut

0:51 Episode introduction

1:38 Welcome Jay Parsons

2:42 What does the Fed rate cut mean for the multifamily industry?

4:26 What are the reasons to be optimistic about rent growth in multifamily?

5:39 Multifamily demand is good, but anything can happen

7:50 How does the for-sale market impact the rental housing industry?

9:09 The kicker is the hero, but not the key driver of the game

12:53 The myth about rent control

14:07 Don’t double down on what hasn’t worked

17:27 Use what is working across the country: supply

18:45 Supply vs. demand: Not that complicated

19:46 How is supply/demand impacting multifamily business?

21:02 Homebuilding ≠ apartment building

22:38 Homebuilders: Scarcity is your biggest enemy and your biggest asset

23:35 Fee transparency in multifamily

24:52 The rules for fee transparency are a moving target

27:13 Navigating the rules of the road in a multi-state business.

29:21 Compliance is important for all asset types, not just affordable

31:04 How can we lengthen the customer lifetime value in multifamily?

32:34 Apartment living is more attractive than it was

36:07 Technology + people have made multifamily better

36:51 What is going on with rental concessions in multifamily?

37:30 Be cautious when burning concessions

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

We explore how the resident experience is becoming a powerful lever for retention and efficiency—and how Funnel’s online leasing and resident portal are evolving to support that shift.

In this episode, we unpack:

— Why operational complexity in multifamily is often overlooked

— How Funnel is connecting siloed tools into seamless, end-to-end workflows

— Why self-service isn’t just a better experience—it’s a smarter path to scale

— How AI and centralized data unlock new ways to cross-sell and retain residents

— Where some of the most forward-thinking operators are focusing next

If you enjoyed this episode you'll love Forum. Early bird registration closes November 2, 2025. Register today. https://meet.funnelleasing.com/forum-2026-registration

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

• From startup to scale: Alfred’s journey from a home-services app to a resident-experience platform.
• People over gig work: Why Jessica bet on W2 employees and trust as the foundation of service.
• Resilience in action: Shutting down a core product during COVID and pivoting through acquisitions like RKW and Quarterra.
• Property management 3.0: How technology and operations must evolve together.
• AI + humans: Why the future of multifamily isn’t about replacement, but partnership.
• Leadership values: Empathy as a superpower, integrity when no one’s watching, and what renter-centric truly means.

This episode blends entrepreneurial grit, operating insights, and a clear-eyed vision for where multifamily goes next.

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

Forum registration is OPEN! 

Acquisitions are back. Cortland, Morgan, Opiniion with RentGrata and RealPage to name a few. 

Data blind spots: Conflicting public vs. private data on multifamily starts has made headlines, but Tyler argues the smartest operators focus on local market realities and owning their own data story.

Fee transparency, why hidden “junk fees” are out, and clarity builds renter trust.

AI hype vs. reality: What a 95% pilot failure rate really means, and why ROI depends on AI plus centralization.

Policy watch on new legislation could reshape call centers and renter choice.

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

Jason brings a rare mix of operational insight and higher-ed heart. He talks about leadership, leasing velocity, and why building centralized teams starts with empathy—not just efficiency. His approach reflects a mindset we value deeply at Funnel: being prosocial.  His spirit of shared responsibility and team-first thinking is the throughline of Redstone’s model—and this conversation.

You’ll hear:

• Why student housing is more than real estate—it’s a coming-of-age experience
• How Redstone is scaling care and community through centralization
• What late-night leasing, tour guides, and lockout calls reveal about team structure
• The limits of AI—and where it can really help
• Career advice that’s simple, powerful, and wildly underrated

If you care about building teams that lead with empathy and operate with purpose, this episode is a must.

• Connect with Jason Terry on LinkedIn
• Learn more about Redstone Residential
• Learn more about Redstone’s partnership with Funnel. 
  
  

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

— Kelly Kutach, CMO, BH

— Ian Andrews, SVP of Innovation and Data Analytics, Avanti Residential

— Sarah Allwardt, Director of Marketing and Resident Experience, Kane Realty Corporation

Moderated by Cameron Skaff, Senior Director of AI and Client Strategy at Funnel, the conversation explores:

— Why immediacy and instant gratification are now baseline expectations for renters

— How conversational AI is lifting conversion rates—nearly 50% tour scheduling for AI-engaged leads at Kane

— Where AI shines as an operational copilot—and where human judgment still matters

— How Avanti is using AI to personalize agent training and scale resident services

— What it takes to create seamless, non-jarring experiences across touchpoints

If you're thinking about where to deploy AI in your organization and how to do it in a way that elevates your people, this is a must-listen.

Registration opens soon. Join the registration wait list. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

We’re kicking things off with Cameron Skaff, Senior Director of Client Strategy and AI at Funnel, who works hand-in-hand with operators to bring AI-native workflows, centralization, and leasing hubs to life.

In this episode, Hannah O’Leary sits down with Cameron to explore:

• What “agentic AI” really means (and why it matters)
• How AI is already transforming the day-to-day experience for leasing teams and renters
• Why forward-thinking operators aren’t just using AI—they’re partnering with it

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

Looking for more perspectives from UDR? Check out these previous episodes:

– Scott Wesson on making every bit of data count

– Jerry Davis the godfather of centralization and the new operating model

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

From BIG AI announcements and deep conversations with industry leaders, to unforgettable moments with Iration, Aaron Weber, Nicholas Thompson, and Ryan Holiday—it was three days jam-packed with industry leaders pushing for a better and brighter path forward for multifamily. 

So today we'll take you behind the scenes. 

This episode shares what we announced, what inspired us, and where we’re headed next. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

In this episode we share Dom Beveridge’s insights from 20for20’s latest white paper on centralization for third-party managers, and hear from two industry leaders featured in the white paper:

— David Perez, Senior Vice President of Multifamily, RMR Residential
— Christi Weinstein, Chief Operating Officer, BH

Download the full white paper to learn more. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

We talked with Kylee Lambert, Senior Vice President at MAA, and President of Open Arms. 

Open Arms provides a home away from home at no cost for those who must travel to receive medical treatment and is the heartbeat of MAA. 

Donations to Open Arms can be made here: https://openarmsfoundation.networkforgood.com/

Physical donations can be sent to:

Open Arms Foundation
6815 Poplar Avenue, Suite 500
Germantown, TN 38138

For their charitable events please mark your calendar for the following dates:

• Giddy up for Open Arms Golf Tournament, Jacksonville FL - 3/10/25
• 5th Annual Open Arms Atlanta Golf Classic, Atlanta GA - 4/14/25
• 10th Annual Open Arms West Division Golf Tournament, Dallas TX- 6/12/25

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

If you loved this episode, you'll love Forum. Register today: https://forum.eventsair.com/forum-2025

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

• Observations from OPTECH
• Completions hit 50 year high
• NBC News: Senators take aim at big private equity landlords as rents soar
• BISNOW — A tale of two multifamilies
• Assistant managers move off-site amid centralization push
• FORUM

If you loved this episode, you'll love Forum. Early bird pricing ends 10/31, register today. https://forum.eventsair.com/forum-2025

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

If you enjoyed this conversation, you'll love Forum. Register today: https://meet.funnelleasing.com/forum-2026-registration

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

On this panel we had: 

• Cara Athmann — COO — Cardinal Group
• Emily Copeland — SVP Property Management — LCOR
• Moderators: Ben Rubin CPO/President, Tyler Christiansen CEO — Funnel 

If you enjoyed this panel, you'll enjoy the Forum. Register here: https://forum.eventsair.com/forum-2025

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

You’ll learn best practices, understand and avoid the roadblocks, and learn how to start your centralization journey.

On this panel we heard from:

• Kristy Simonette, SVP Strategic Services + CIO of Camden Property Trust; 
• Jessica Anderson, SVP, Operations of Essex Property Trust; 
• Jamie Gorski, former Chief Experience Officer of Windsor Communities; 
• Christine Williams, VP Operations + Admin of QuadReal Residential 

If you enjoyed this episode, you'll love The Forum. Register today: https://forum.eventsair.com/forum-2025

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

— Reactions to VP Harris’ major policy speech from Friday and what it means for multifamily and millions of renters

— San Francisco bans revenue management

— EliseAI new round of funding

— Jay Parsons REIT earnings calls

— Two acquisition stories: Blackstone sold nearly $1 billion apartment portfolio to Equity Residential + Denver Apartment Deal Is Just Part of RMR Group’s $3 Billion Acquisition Plans

— New development strategies in California: Greystar’s mega community + Costco's new bid into the multifamily space

— Forum registrations will open early

Join the Forum registration waitlist: https://meet.funnelleasing.com/forum-2025

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

In this highlights reel podcast, you'll hear how the new operating model influences how the following leaders think about the customer experience. 

– Noah Echols, VP of Customer Experience, The RMR Group

– Susan Goff, VP of Property Marketing, Lantower Residential

– Brandon Gaeta, Director of Operations, Morgan Properties

– Laurel Zacher, VP of Marketing + Customer Engagement, Security Properties 

If you want a chance to learn directly from the leaders shaping the future of multifamily, join the registration waitlist. 

https://meet.funnelleasing.com/forum-2025

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

— Bilt rewards + their partnership with Wells Fargo

— RealPage’s statement on revenue management

— Centralization and its influence on staffing turnover

— Rent growth, concerns over interest rates, and housing affordability

As a bonus, we’ve included audio from our recent webinar with Ben Steward CRO, and co-founder of Revyse, on key takeaways from Apartmentalize. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

Tune in for a deep dive into the future of multifamily housing and what it means to build a brand renters trust.

About Scott:
Scott Berka is a Senior Managing Director and leads Brand and Customer Experience for Greystar. Scott is responsible for setting the consumer and property brand strategy for Greystar and our global portfolio of brands. He also provides strategic oversight for innovation and continuous improvements to our customer experience, all in partnership with operations and technology teams. In addition, he oversees Greystar's consumer technology product strategy, including Greystar’s consumer website, resident app, and other supporting technologies. Scott is also a member of the Greystar Executive Committee.

Before joining Greystar in 2019, Scott was an Associate Partner and a leader in the Marketing and Customer Experience Practice at McKinsey & Company. While there, he advised Fortune 500 clients in the financial services and retail sectors to improve their marketing and customer experience capabilities. Prior to that, he worked in advertising to lead branding and marketing strategy across a variety of companies and sectors.

Scott is an active member of the National Apartment Association.

About Greystar:
Greystar is a leading, fully integrated global real estate company offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing, logistics, and life sciences sectors. Headquartered in Charleston, South Carolina, Greystar manages and operates more than $300 billion of real estate in 249 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, manages more than 893,600 units/beds globally, and has a robust institutional investment management platform comprised of more than $78 billion of assets under management, including over $35 billion of development assets. Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business. To learn more, visit www.greystar.com.  

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

• The biggest party at Apartmentalize
• WeWork bankruptcy exit news
• Renters are staying put longer 16% of renters stay 10+ years 
• Branded condos in Miami + the importance of branding residential buildings
• Centralization misinformation — buyer beware and great questions to ask at Apartmetalize

Listen wherever you get your podcasts. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

Listen wherever you get your podcasts.

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

Mike Whaling, President and Founder of 30 Lines shares low-hanging fruit, and often overlooked opportunities to help multifamily marketers to thrive in the current headwinds. 

Listen wherever you get your podcasts. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

— FORUM

— NMHC top 50 list

— Blackstone acquisition of Apartment Income REIT (AIR Communities) 

— Rise of multifamily delinquent loans

— YIMBYism

— Credit card fees

— Insurance rates

Johnny Hanna, Funnel CRO, made a guest appearance to discuss: 

— NAR settlement

Listen wherever you get your podcasts. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

Steve shares how things have changed over the years and what he thinks is ahead in this real estate cycle. 

Listen wherever you get your podcasts.

About Steve:

Steve is a veteran multifamily executive, advisor, and investor. 

He serves as:

• Partner and executive producer at Joshua Tree Conference Group and Joshua Tree Consulting. JTCG provides content-rich executive education for the multifamily housing industry. Its events include the Apartment Internet Marketing Conference (AIM Conference - aimconf.com.

• (Retired) Partner in RealtyCom Partners, LLC. RealtyCom (realtycompartners.com) is the multifamily housing industry’s largest telecommunications consulting firm

Steve previously served as a Senior Vice President for Technology Initiatives for a publicly-traded REIT - BRE Properties and as Vice President for Finance and Technology of the National Multi Housing Council (nmhc.org) in Washington, DC.

While at NMHC, he pioneered the NMHC Technology Forum, a new business practice area devoted to the efficient, profitable adoption of technology in the multifamily industry. While there, he started the NMHC OpTech Conference, which is still the industry’s leading gathering on technology for multifamily owners.

Steve is an advisor or investor in a dozen proptech and multifamily investment companies, and a board member of Real Estate Business Analytics (REBA, Inc.).

Steve earned a master’s degree from the Woodrow Wilson School of Public and International Affairs at Princeton, and an undergraduate economics degree from Yale University.

In 2014, Steve was appointed by Governor Jerry Brown to the San Francisco Region Water Quality Control Board, serving through 2019. He currently serves as an alternate commissioner on the San Francisco Bay Conservation and Development Commission. Steve has served as Vice Chair of the Mid Peninsula Housing Coalition, the leading low-income housing developer in the San Francisco Bay Area.

Steve is also a professional landscape and nature photographer with a gallery located in Emeryville, CA. His work may be seen at www.pacific-landscapes.com or Instagram.com/stevelefkophoto.

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

• BH’s acquisition
• Dom Beveridge’s brand new 20 for 20
• Revenue management lawsuits in the hotel industry 
• AirCanada + the curious AI chatbot case
• New state-level lawsuits + legislation
• The latest on inflation and housing costs
• The Forum is this month

Let’s get into it. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

They talked about the importance of raising your hand and saying yes to opportunities to grow your career and impact in multifamily. 

Jennifer shared her unique perspective on the blurred line between people and technology.

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

Jake Holzman, SVP Operations at Imagine Homes, responded with a unique and nuanced perspective about rent reporting. We invited him on the show for a healthy debate. 

Listen wherever you get your podcasts. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

• NMHC annual recap
• The Greystar Wood partnership + the rise of mega managers
• The record supply of new apartments coming online
• BILT’s valuation
• Rent reporting and credit scores
• Fraud’s costly spike
• Multifamily goes mainstream news + ongoing class action suits
• The Forum

If you have a unique perspective on any multifamily news, please reach out to marketing@funnelleasing.com and we'll include your question or opinion on the show. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

See how recent advancements in AI, like Chat-GPT, can create optimal renter experiences, give teams a hand, and equitably help renters find their next home from the people who actually build AI every day, and with it, multifamily’s future. 

Tune in to hear Jess Groff VP of Product, Mallory Sheibley Product Manager, and James Chryssanthacopoulos Data Scientist share the behind-the-scenes look at how not all products are created equally, how AI models are trained, and how AI will change multifamily. 

“The difference in AI and Automation can be seen in the market today in certain chatbots, for example. If you’ve ever interacted with a chatbot where you have to choose and click buttons for predefined options, you’re going down a rule-based click path that falls under the automation umbrella versus actually using an AI model to understand what the input is saying.”

— Mallory Sheibley, AI Product Manager, on what AI isn’t 

“Garbage in, garbage out. If you feed the training algorithm garbage it’s going to return to your garbage, and I think if you want to adapt that to this instance it’s bias in, bias out. If your data set is biased, you’re going to get a model that is also biased.”

— James Chryssanthacopoulos Data Scientist, on how bias is perpetuated with AI

If you enjoyed learning more about AI, please join us at The Forum an exclusive multifamily event for believers in a better operating model. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

They discussed UDR’s journey through centralization and the new operating model as well as the opportunities that operators have now for incremental revenue, and costs savings by operating with greater efficiency. 

Listen wherever you get your podcasts. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

From flat rent growth, to AI creating meaningful work, to multifamily being in mainstream news — you don’t want to miss out. 

About John:
Prior to founding RET Ventures in 2017, John was a Venture Partner with DN Capital in Munich, Germany. Before that, John ran and successfully exited two venture-backed real estate tech startups, was CFO of Marcus & Millichap, and a consultant at McKinsey & Company. He graduated Phi Beta Kappa with a B.A. in Economics from the University of Wisconsin, and holds an MBA from Harvard Business School. You can find John on his skis or mountain biking around Park City with his family.
https://www.ret.vc/
https://www.linkedin.com/company/retv/
 
Listen to John's interview from season 1: Industry-influenced technology solves tough challenges and addresses product-market fit on  Apple Podcasts, Spotify, or wherever you get your podcasts. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

Today, Tyler and Alex discuss:

• The Forum
• Negative rent growth
• Amazon's new partnership which will allow customers to buy a Hyundai in a few clicks next year
• Junk fees
• How renters are using TikTok to defraud Landlords
• A development in the class action suits

In this episode, we referenced:
 
The Forum.

This article by 20 for 20's Dom Beveridge.

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

Learn about Essex's approach to save teams’ time, provide meaningful careers, and take care of prospective renters and current residents.

About Jessica Anderson: 

As Senior Vice President of Operations, Jessica Anderson is responsible for the oversight of Operations, Revenue Management, Marketing & Communications, Standardization and Process Improvement, Central Services and Sourcing & Procurement. Jessica previously served as the Vice President of Operations for Essex Property Trust from 2016 to 2019, during which time she was responsible for Southern California operations of over 28,000 units.

Prior to rejoining Essex in 2016, Jessica was the Vice President of Operations for Shea Properties. She initially joined Essex in 2014, taking over leadership responsibilities for Revenue Management at the merger with BRE Properties. Jessica started her career with BRE in 2001 and in 2012, after serving as Director of Operations for several years at BRE, she transitioned to revenue management, serving as the Vice President of Revenue Management.

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

No better way to kick off Giving Tuesday than with David Williams, CEO of Entryway. 

Entryway is a national nonprofit that transitions at-risk individuals and families facing homelessness to economic self-sufficiency through career training, employment, and housing opportunities in partnership with the multifamily industry. 

HOME by Funnel Inc. (HOME or Housing Opportunities Made Equal), a non-profit corporation dedicated to providing underprivileged renters access to better housing. 

Read more about this partnership in our recent press release. 

About David Williams
David A. Williams is the President and Chief Executive Officer of Entryway, a national nonprofit that partners directly with the multifamily real estate industry to transition individuals and families facing homelessness to economic independence with career training, employment and housing opportunities. 

Davis has operated non-profits including the Houston Food Bank, Habitat for Humanity, and Make A Wish. During his fourteen year tenure at Make-A-Wish America, the organization realized record growth with national office annual revenue more than quadrupling and wishes granted increasing every year. 

About Entryway

Entryway is a national 501(c)(3) organization that transitions individuals and families from homelessness to economic self-sufficiency by providing career training, employment, and housing opportunities in partnership with the real estate industry. Since its founding in 2014, Entryway has grown to serve over 600 individuals and families, unlocking pathways to life-changing opportunities and creating sustainable change in our communities. Entryway currently operates in ten markets: Atlanta, Charleston, Charlotte, Denver, Houston, Nashville, the National Capital Region, North Texas, Central Florida, and Greater Phoenix. More information can be found at www.entrywaytalent.org.

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

Here’s a top-secret product development recipe: listen to the end users of your product to learn how you can make the user experience better. 

Tune in to hear Jess Groff VP of Product, Chris Brennand Director of Product Design, and Andrew  Harmon Sr. Product Designer describe our approach to user research and product innovation.

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

To learn more about 20 for 20: https://20for20.com/

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

They talk about everything from dancing 🕺, to thoughtfully creating a great renter and team experience. 

Listen wherever you get your podcasts.

About Matt:
Matt DeGraw serves as Senior Managing Director at Bridge Investment Group, Chief Executive Officer at Bridge Property Management, and is Co-Chief Investment Officer for Bridge Multifamily. As President, Matt oversees operations throughout the portfolio of Bridge Property Management’s multifamily assets. Prior to joining Bridge, Matt served as a Regional Manager and Director of Operations for Evergreen Management Group. Previously, Matt was a Community Manager at Wasatch Premier Communities for three years. While at Wasatch he also worked with their Acquisition Team. Matt began his career as a Leasing Agent at a multifamily-asset with REIT Archstone. Matt has his CPM (Certified Property Manager) designation through the Institute of Real Estate Management, and has also served on the Board and Executive Board of the Utah Apartment Association. Matt holds a Bachelor of Arts in Spanish with a minor in Economics from the University of Utah.

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

BUT! Renter-centric is more than a tagline– it’s our ethos. We create products to serve renters, so we wanted to do something to give back to our core audience and spend time talking with (and giving away free funnel cakes to) renters.

Listen to hear what real renters had to say about their experience.

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

Tune into this candid panel discussion about what processes every community should automate, the new operating model, and OPTECH. 

As you know, employee hiring and turnover rates have caused many operators to declare reducing site team workload a critical 2023 initiative. 

But where should operators focus to get fast and lasting efficiencies? 

Listen to this panel discussion on streamlining and centralizing time-consuming processes to free up staff time and lower costs.

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

Tyler Christiansen’s take on recent multifamily news, and predictions on what you’ll hear at OPTECH.

Alex Howe opine on the sad state of Delta Airlines’ recent changes and why valuing the customer experience is paramount. 

Listen on Apple Podcasts, Spotify, or wherever you get your podcasts. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

The lines between hospitality and multifamily blurred even more with Airbnb's recent announcement of long-term rentals. But the underlying truth is: renters want subscription-based flexible living.

In this podcast, Jesse Stein, the Global Head of Real Estate at Airbnb, shares his experience coming from the hospitality industry and how it informs his time in multifamily. Stein shares about Airbnb-friendly apartments and how it impacts the housing affordability crisis the country is facing. And the opportunity brands have to deliver flexible, subscription-style housing. 

“One of the things that shocked me about the Multifamily space, is that there is no uniform operating model. You have centralized operating models, and you have regionalized or property-specific operating models. Each one works in its own vertical to a certain degree. But, the ability to roll out the hospitality component from a centralized model, we’ve seen be a little bit faster than a regionalized model,” said Stein. “I would say our partners are leaning into the hospitality component, not really due to Airbnb, but because that is the expectation of the consumer.” 

Listen on Apple, Spotify, or wherever you get your podcasts. 

About Jesse Stein: 
Jesse Stein is Airbnb’s Global Head of Real Estate. Jesse oversees Airbnb’s strategy to create new supply and growth opportunities through real estate development projects and partnerships. He joined Airbnb from KHP Capital, a real estate private equity firm focused on investments in boutique and independent hotels. He has deep expertise in sourcing and executing development projects including hotel, timeshare, residential, and fractional assets. Prior to real estate, Jesse was pursuing a career in football and briefly played with the Jacksonville Jaguars.

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

Alex O’Brien, CEO of Cardinal Group and co-founded the company with the goal of being the best place to work, in any industry, for anyone. The proof: Cardinal has been voted a Best Place to Work seven times. Cardinal believes in adopting new technology to provide team members with the skills they need to be relevant and successful in their next job — as a bonus, their teams like where they work, stay longer, oh, and it also drives results for the company. 

About Alex O'Brien: 
Alex is a co-founder and the CEO of Cardinal Group Companies. Over the past 15 years, he has held various leadership roles, including President of CG Management and COO, and was named CEO in May of 2020. He is responsible for the overall vision of the Company and for ensuring the Cardinal Culture is strong for the Company’s over 2,500 team members.

Prior to Cardinal Group, Alex was a Captain in the United States Marine Corps. He is a graduate of Miami University in Ohio and received his MBA from the University of Chicago’s Booth School of Business.

In his personal time, he serves the veteran community of Colorado as a Board Member of Salute Colorado and coaches youth sports.

About Cardinal Group Companies

Cardinal Group Companies (“CGC”) is a fully integrated real estate management, investment, construction, consulting, and marketing firm focused on multifamily and student housing throughout the country. Headquartered in Denver, Colorado, CGC affiliate companies are all firmly built atop the company’s “Cardinal Culture.” Since 2007, CGC has been operating successful partnerships, focused on creating efficiency and above market performance via their commitment to challenging the status quo of the industry. To date, Cardinal Group Companies has developed several best-in-class initiatives, which have earned the company national recognition year after year. CGC’s management platform oversees nearly 90,000 student housing beds and nearly 40,000 total units across the U.S., including CGC’s owned portfolio and third-party managed properties.

To learn more about Cardinal Group Companies, please visit www.CardinalGroup.com.

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

About Mike:

Mike Brewer is passionate about people, technology, and real estate. Mike’s investment in technological advances and education improves the team member experience and elevates customer engagement. He joined RADCO Residential in 2016 and oversees all operations. Mike has received numerous industry honors, including seven “Property Management Company of the Year” awards under his leadership. He is a frequent contributor to industry-related publications, such as Units Magazine, MFE, Multifamily Insiders, PropertyManagement.com, and more. His vlog, The Multifamily Collective, reaches industry professionals across the globe who tune in daily for Mike’s reflections on everything from consumer trends to employee relations, professional growth, and beyond. An avid reader and lifelong learner, Mike has been “out to put a dent in the multifamily universe” for more than 25 years.

About The RADCO Companies

RADCO was founded in 1994 with the mission of “Building Better Living.” Based in Atlanta, RADCO is a national real estate company that specializes in the acquisition and redevelopment of value-add multifamily and hospitality investments across the Southeast and Central US. Over the past 10 years, the firm has acquired and invested in approximately 30,000 units in 15 markets and completed more than 100 deals totaling $3.2 billion. For more information, please visit www.radco.us.

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

About Jindou
Jindou Lee is the CEO and co-founder of HappyCo, a multifamily proptech company that develops software and service solutions to enable real-time property operations. Prior to his current role, Jindou also founded and exited two previous tech companies. Jindou graduated from the University of South Australia with a Bachelor of Visual Communications (Design) and subsequently worked for Midway Games where he led the User Interface team to work on classic titles such as Mortal Kombat, Gauntlet, and Dukes of Hazzard. Besides his love for technology, Jindou is also an avid real estate investor and enjoys spending time with his family.

About HappyCo
HappyCo is a multifamily PropTech company that develops software and service solutions to enable real-time property operations for owners, property management companies, and onsite teams. Its solutions suite includes market-leading workflow tools with in-unit data on over 3.5 million rental homes and a remote maintenance workforce solution. Founded in 2011 in Adelaide, Australia, the company is privately held with a remote workforce throughout the U.S., Canada, and Australia. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

A local dealer sells a big, expensive, important product, without much transparency, to a customer and proceeds to never talk to them again. 

This is changing. The EV disruption is shaking up car buying to sometimes eliminate the need for the dealership entirely and instead transact direct-to-consumer sales through showrooms. 

This evolution parallels the disruption of the new operating model in multifamily. Listen to Tyler’s Take to understand what’s different — and what it means for multifamily. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

Hear more about his industry-changing journey, and what brought him to Funnel.

About Johnny

Johnny Hanna brings over 20 years of real estate experience to Funnel including co-founding two proptech companies. Hanna was co-founder and president of Entrata, where he spent 12 years changing the face of the apartment industry by building market-leading real estate software. Johnny helped grow the company’s revenues to over $100M in annual recurring revenue and over $1 billion in monthly rent payment processing. He led sales, client services, and human resources for Entrata. Hanna also co-founded Homie a tech-first brokerage building software to streamline home buying and selling with a mission to eliminate unnecessary fees and commissions. Hanna’s focus is on helping multifamily operators solve long-standing industry challenges, delight their teams, and provide renters with a modern ecommerce customer experience. He is a graduate of BYU Idaho and lives in Utah with his family.

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

• 50% increase in compensation
• 35% task time saved
• $4-5 million in savings annually
• Leasing teams get Sundays off (without a performance drop)

Now’s the time to:

• Stop losing revenue on inefficient operating models. 
• Stop paying for duplicative work that could be handled by AI.
• Take the guesswork out of centralization.

https://funnelleasing.com/centralization-role-specialization/

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

Centralizing isn’t just for REITs or the biggest players any longer, it’s an opportunity for everyone to lower costs and improve customer service. 

• How can a firm triple its portfolio while adding no more maintenance coordinators? 
• What advances are being made for Centralized Leasing (CLO) and Centralized Maintenance (CMO) operations including AI and cross-department information sharing? 
• Large firms were leaders in centralization, but where are they focused now? 
• How do mid-to-smaller firms use proptech to enjoy some of those same benefits? 
• On the flip side of the promise of proptech, residents/customers are wary of “personless” services, so how do firms integrate proptech efficiencies without diminishing trust? 
• Can property managers benefit from the centralization the same way owner-operators have?

Panelists

Stephanie Versin

SVP, Head of Marketing and Leasing at Veritas Investments

Heather Wallace

Managing Director at Bozzuto

Tyler Christiansen

CEO at Funnel

Sunny Juneja

CEO at Canopy Analytics

https://www.aimconf.com/agenda-2023

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

Helm shares his background and how that influenced him to start RET and the philosophy behind it. 

About John: 
Prior to founding RET Ventures in 2017, John was a Venture Partner with DN Capital in Munich, Germany. Before that, John ran and successfully exited two venture-backed real estate tech startups, was CFO of Marcus & Millichap, and a consultant at McKinsey & Company. He graduated Phi Beta Kappa with a B.A. in Economics from the University of Wisconsin, and holds an MBA from Harvard Business School. You can find John on his skis or mountain biking around Park City with his family.

https://www.ret.vc/
https://www.linkedin.com/company/retv/

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

Learn from Mike Gomes, Chief Experience Officer at Cortland, and Noah Echols, SVP of Marketing and Customer Experience, CARROLL as they discuss their experience changing their operating model to include role specialization to create a better renter experience. 

They share things to avoid, things that worked well, and how each of their companies approached this monumental change. 

Noah Echols, Senior Vice President of Marketing and Customer Experience, CARROLL
Noah Echols serves as the Senior Vice President of Marketing and Customer Experience for CARROLL. He believes that a focus on resident experience is vital to the success of the company and pursues opportunities to align business objectives with resident needs to create measurable value. His primary duties include creating marketing strategies that build equity in our corporate and property brands while allowing for local flexibility to meet the unique challenges within each market. In this role, he serves as an enabler for the corporate marketing team and property teams to execute based on best practices and corporate strategies.

About CARROLL
CARROLL, a privately held real estate company founded in 2004, boasts nearly 29,000 units and has acquired more than $12.1 billion of real state. With headquarters in Atlanta, Ga., and regional offices in Dallas-Fort Worth, Raleigh, Denver, Tampa, New York, and Los Angeles, CARROLL focuses on multifamily communities, including acquisitions, community and asset management services, ground-up development, and fund management. 

Mike Gomes, Chief Experience Officer, Cortland
Mike Gomes, is the Chief Experience Officer at Cortland, and works to develop and implement Cortland's approach to a forward-thinking resident and community living experience. With over 20 years of customer experience leadership with top brands like Disney and AMB Sports and Entertainment, he leads Cortland's marketing, communications, and design teams in bringing Cortland's brand to life across all resident experience touchpoints with the aim creating of creating an industry-leading resident experience and fueling the company's growth.

About Cortland
Cortland was founded in 2005 with a focus on multifamily development in Atlanta. They are one of the largest multifamily firms in the US, the “Top Brand Performer” for online reputation among property management companies (Reputation.com, 2022), and a Great Place to Work-Certified™ Company (2022).

Headquartered in Atlanta, Cortland owns and manages apartment communities across the US with regional offices in Charlotte, Dallas, Denver, Greenwich, Houston, and Orlando. Internationally, we operate a build-to-rent (BTR) management and development platform in the UK.

Through their integrated business model, enterprising team, and commitment to placing the resident at the center of our decisions, Cortland is aiming to set a new experience standard for the apartment industry — one community at a time.

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

We sat down with her at Camden’s HQ in Houston to learn about her career journey from leasing associate to CIO as well as her perspective on the past, present, and future of multifamily technology. 

Listen to learn how far multifamily tech has come, the opportunities that are available within multifamily, the problems yet to be solved, how far we have yet to go: we tackled everything from call centers before they were run by software to the future of EV charging.

About Kristy Simonette:

Kristy Simonette is responsible for information technology, marketing, innovation, retail, ancillary income, and contact center operations at Camden. Kristy focuses on innovative solutions that differentiate Camden, including the rollout of smart access technology and CRM platforms throughout Camden, among other solutions to maximize revenue, improve process efficiency, and control costs.

Before joining Camden in 2003, Kristy was Director of Sales and Customer Service for Ashford.com. Before Ashford.com, Kristy spent three years implementing, training, and managing support for SAP at Browning Ferris Industries. Kristy also spent nine years at a multifamily management company.

Kristy is a frequent presenter and contributor within the multifamily industry and chairs the HoustonCIO Advisory Board. Currently, she is a member of CREW Houston and serves as co-lead of CREW Network's Multifamily Council, and Kristy served as President of CREW Houston. Kristy is a member of NMHC's Innovation Committee. She was presented with the 2019 ORBIE Awards for the Houston CIO of the Year. Kristy received her BBA from Schreiner University.

Link: https://www.camdenliving.com/leadership

About Camden Property Trust:

Camden Property Trust, an S&P 500 Company, is one of the largest publicly-traded multifamily companies in the United States. Structured as a Real Estate Investment Trust (REIT), the company is primarily engaged in the ownership, management, development, redevelopment, acquisition, and construction of multifamily apartment communities. Camden’s workforce totals approximately 1,600 employees and the Company is headquartered in Houston. As of February 28, 2023, Camden Property Trust owned and operated 172 properties containing 58,702 apartment homes across the United States.

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too. 

• Kristy Simonette, Senior Vice President - Strategic Services and Chief Information Officer, Camden Property Trust. 
• Scott Wesson, Senior Vice President and Chief Digital Officer of UDR, Inc. 
• Mike Gomes, Chief Experience Officer, Cortland
• John Helm, Founder and Partner, RET Ventures
• Noah Echols, Senior Vice President of Marketing and Customer Experience, CARROLL

They’re some of the brightest minds in multifamily and we’re thrilled to unpack their multifamily experiences, how technology has changed and where it can continue to improve. 

No matter if you’re a multifamily veteran, or if you’re learning about multifamily tech for the first time, this podcast is a new go-to place to learn about the industry. 

To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too.