Less Friction, More Service Future of Resident Experience
At RETCON, a panel titled “Revolutionizing the Resident Experience: Strategies for a Frictionless Future” brought together leaders from across the multifamily and technology ecosystem to explore a question the industry is increasingly grappling with: what does a truly frictionless resident experience look like — and how do operators actually deliver it?
The conversation featured Gigi Giannoni of Gables Residential, of John Carlson Mark-Taylor Companies, Kevin Jacobson of Foxen, and Andrew Dunn of SmartMDU/Calix, each offering a perspective shaped by operations, resident services, and the infrastructure powering modern communities.
Across the discussion, one theme emerged quickly: technology itself isn’t the destination — removing friction is.
Multifamily teams today are navigating an explosion of proptech platforms, automation tools, and AI-powered solutions. But the panel made it clear that simply adding more technology does not automatically create a better resident experience. In fact, many operators are now dealing with what could best be described as tech stack fatigue, where multiple systems create more complexity for on-site teams rather than less.
The smarter approach, according to the panelists, is to start with the resident journey and work backward. Instead of layering technology on top of existing processes, operators should be asking where friction actually exists — and where automation can remove it. When repetitive and administrative tasks are automated, on-site teams gain the time to focus on the work that really drives satisfaction: solving problems, building relationships, and guiding prospects through the leasing process.
Another recurring point was that service still matters more than amenities. The industry often equates resident experience with luxury features, but the panel emphasized that great service can be delivered in any asset class. Responsiveness, communication, and reliability often matter more than whether a property has the newest finishes or trendiest amenities.
At the same time, expectations are being shaped far outside of multifamily. Residents now compare their housing experience to the convenience of platforms like Amazon, Uber, and DoorDash. They want the ability to self-serve when it’s convenient — scheduling tours, completing applications, or moving in on their own timeline — but they also expect a real person to step in when something goes wrong.
Balancing those two expectations is becoming central to modern operations.
The discussion also touched on the growing role of data, connectivity, and infrastructure in supporting the resident experience. Connectivity, in particular, is quickly shifting from a perceived amenity to a basic utility — something residents simply expect to work seamlessly from day one.
Looking ahead, the panel pointed toward a future where resident services become more connected and centralized. Leasing, communications, move-ins, compliance services, and community support may increasingly live inside a unified ecosystem designed to simplify the resident journey from first tour to renewal.
But even with AI, automation, and increasingly sophisticated platforms entering the mix, one point remained clear throughout the conversation:
The future of resident experience may be frictionless — but it won’t be -- faceless.
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