2023 Customer Experience (CX) and Marketing Tech Report

A Deep Dive Into Applications Used to Improve the Customer Journey

The Survey

The multifamily digital landscape has been radically transformed by the ‘Great App Explosion’, presenting both unprecedented opportunities and challenges. For multifamily owners and operators, navigating this explosion is essential to maintaining a competitive advantage and delivering a superior resident experience. To evaluate the influence and effectiveness of the proliferating use of applications shaping customer touchpoints within multifamily, RealFoundations and the National Multifamily Housing Council (NMHC) partnered to launch the 2023 Customer Experience (CX) Technology Survey.

The multifamily industry is at a critical point for technology adoption and customer experience enhancement. The underlying goal of the survey was to delve deeper into the applications used to improve the customer journey, along with the management and performance measurement of the technology, and ultimately empower owners and operators to enhance their technology capabilities, irrespective of their scale or resources.

2023 Customer Experience (CX) Technology Report Respondent Overview

The Results

Responses from the 2023 Customer Experience (CX) and Marketing Technologies Report have been compiled into a comprehensive, summarized report representing the current competencies of more than 40 multifamily companies across the U.S. With this valuable data, companies can gain insights into how their CX strategy compares to their competitors and make informed decisions for future CX technology planning.

 

Access the CX Tech Report

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RealFoundations’  Customer Experience focus, deep industry knowledge, operational strategy, and cross-functional project management capabilities can help optimize the investment applied to your customer experience objectives. Learn more about our CXI Platform and contact us to begin benchmarking your customer experience ROI today.

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About National Multifamily Housing Council

National Multifamily Housing Council (NMHC), based in Washington, DC, is the leader of the trillion-dollar apartment industry. The council brings together the prominent owners, managers and developers who help create thriving communities by providing apartment homes for 35 million Americans. NMHC provides a forum for insight, advocacy and action that enables both members and the communities they help build to thrive.

 

About RealFoundations

RealFoundations is the world’s foremost professional services firm focused solely on the real estate industry. Through our delivery of Management Consulting and Managed Services, we help companies that develop, own, operate, service or invest in real estate make better, more profitable decisions. We are proud partners to over 500 real estate companies around the globe, providing accelerated solutions that solve some of real estate’s most complex challenges. We Make Real Estate Run Better.