The RETCON 2025 Conference was recently held in Las Vegas, and it’s clear that our industry is standing at the intersection of rapid innovation and the need to double down on human connection. Here’s a look at the top takeaways and trends that multifamily leaders are focusing on right now:
1. Blending Tech and Humanity
It’s not about choosing between technology and people — it’s about making them work in harmony. Tech should simplify processes and free up time for your team to focus on what matters most: resident relationships.
2. Centralization is Gaining Momentum
Companies are streamlining operations by centralizing admin tasks, leasing support, and even maintenance troubleshooting. The result? On-site teams can focus on delivering an elevated resident experience and becoming community leaders rather than being buried under admin tasks.
3. Change Management is Non-Negotiable
Technology rollouts require careful planning and communication. Piloting programs, explaining the "why," and involving on-site teams from the start are key to successful adoption.
4. Data + Curiosity = Smarter Decisions
Operators are relying heavily on data, but they also recognize the power of curiosity. Listening to frontline teams and continuously asking questions ensures decisions are both informed and people-focused.
5. AI: The Ultimate Assistant (Not a Replacement)
AI is streamlining everything from lead qualification to maintenance requests. But everyone agrees: human handoffs need to be seamless. Done right, AI is your team’s best assistant — not their competitor.
6. Hospitality is the Future of Multifamily
Your community isn’t just a property; it’s an experience. From concierge-style services to activated amenity spaces, the industry is taking cues from hotels and hospitality brands.
7. Speed is Everything
Leads don’t wait — 45% of opportunities disappear if not responded to within four hours. Two-hour response times are the new norm. CRMs with built-in AI are no longer a luxury.
8. Build a Flexible Tech Stack
APIs and integrations are key. One-size-fits-all solutions won’t cut it anymore. Operators are building customized tech ecosystems designed to evolve with their business.
9. Urban Markets Are Watching Closely
Urban cores are beginning to show signs of resurgence, but there’s still caution in the air. Creativity will be key to navigating the urban-suburban balance in the coming years.
10. Foster a Culture of Curiosity
Curiosity leads change. Companies that encourage learning, experimentation, and open dialogue will be best positioned to lead.
In Summary
The biggest lesson from RETCON 2025? Success in multifamily comes down to balancing innovation with human connection. Thriving in this next chapter will require investment in technology and a shift in hiring strategy to highly trained tech administrators, and skilled customer service teams to master the tech hand-off.
Stay curious. Stay connected. And most importantly, stay human.
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