Beyond the Hype: How AI Is Delivering Real Results in Multifamily

Apartmentalize 2025 was my fourth Apartmentalize, and the event remains a highlight of my year. The energy, scale, and unique blend of learning, networking, and fun make this event a standout on the industry calendar. This year’s event felt especially timely as our industry navigates transformation driven by operational pressures, technological and organizational innovation, and the need to keep pace with shifting market and regulatory dynamics.

Going in, we all probably could have predicted that AI would dominate the conversation, and that certainly proved to be the case.

AI’s Unstoppable Momentum

Someone asked whether I’d consider this year’s gathering a turning point for AI in the industry. "Turning point" is not quite the term I’d use. I actually think the momentum around AI has been building through countless small moments where people have been experimenting with it in their personal and professional lives. But I do believe we can confidently say we’re past the tipping point and that this represents an irreversible trend.

The "Anti-Fad": Why AI is Not Blockchain

Before joining multifamily, I worked in healthcare, and I remember the buzz around blockchain technology back in 2015. Everyone talked about how it would solve the industry’s biggest challenges — sharing medical records, access control, and payment fraud. Ten years later, nothing has really come of it.

Over the years, we’ve seen countless technology trends — from virtual reality to the metaverse and NFTs — that have been hyped as transformative, only for them to fizzle out or remain niche. However, I’m confident AI in multifamily won’t suffer the same fate because it addresses real, urgent business problems.

Proof Points and Strategic Shifts

At this year’s Apartmentalize, we didn’t just hear big promises; we saw the following proof points from NAA research:

• 7 fewer days from lead to move-in time

• 15% increase in retention rates

• Up to 10 hours per week saved per employee

From Curiosity to Strategy

The tone of the conversation has shifted. We’re not just tinkering with tools; we’re integrating AI into workflows and rethinking organizational roles. This year’s conversations shifted to advanced topics, such as:

• Anticipating innovations like agentic AI in workflows.

• Evolving organizational design, including questioning traditional hierarchies and departments.

• Evolving roles from task completers to outcome orchestrators.

Reimagining Industry Roles

Cole Cason (Flournoy Properties Group) and Allie Crist (Indigo Living) delivered an excellent exploration in their “Press 1 for Human” session. They shared compelling examples of reimagined roles:

Creating More Fulfilling Work

This isn’t about removing people from the process — it’s about removing the parts of the job that feel robotic, repetitive, and draining. When AI takes care of the routine, people gain the time and space to focus on skills that only humans can bring:

• Empathy and emotional nuance

• Conflict resolution

• Creative problem-solving

• Relationship building

Meeting Great People

Of course, it wouldn’t be Apartmentalize without the celebrations. Two events in particular stood out:

• The Excellence Awards: A beautiful kickoff celebrating the outstanding work that happens every day in our industry.

• AppFolio’s Party (Wednesday Night): A perfect opportunity to unwind and connect with industry friends in a relaxed setting.

Looking Forward

I left Apartmentalize both exhausted and optimistic. AI isn’t just a buzzword for us anymore — it’s becoming an integral part of how we operate, serve residents, and create more rewarding careers for our teams.

The energy and enthusiasm I encountered give me tremendous confidence in where we’re headed. See you next year!