Multifamily Unpacked

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Aug 2026

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About the show

Our lane is multifamily tech, how it influences property management companies and ultimately renters' experience finding their next home. To be clear, we’ll stay in our lane. In this podcast, we are privileged to sit down with some of the best minds in multifamily, learn directly from them, and share what we learned with you. We’re here to have honest conversations with the leaders of this industry and the tech that defines it. Tune in to learn about what could be better, and the solutions that are changing the lives of renters, and everyone working at property management companies. No matter if you just Googled the words “multifamily industry” for the first time and stumbled onto our podcast, or are a multifamily veteran, as long as you’re curious about technology and the multifamily industry this podcast is for you. Multifamily Unpacked is presented by Funnel and hosted by Tyler Christiansen.

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60 recent

August 10, 202621 min

Fenix, the multifamily AI personal assistant — Inside the Funnel with CJ Donio

In this episode of Inside the Funnel, host Hannah sits down with CJ, Director of Product for AI Workflows and Insights, to talk about the personal AI assistant he's building for Funnel teams. CJ shares what carries over from building generative AI across edtech and other industries, why keeping a human in the loop matters, and how the assistant can query your data, help you act on it, and eventually tell you where to focus. Along the way, they unpack the buzzwords operators keep hearing, like MCP and orchestration, and what they actually mean for running your business. 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.

July 9, 202615 min

Inside the Funnel — Katie Harman — Centralization, change management, and the human side of AI

Katie Harman, Enterprise Consultant at Funnel experienced multifamily from every angle (on site, in a contact center, in management, and as an operator implementing Funnel ) before crossing over to consult with some of the industry's largest operators. 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

June 25, 202623 min

The Report: Apartmentalize + AI orchestration

The Report: Apartmentalize + AI orchestration 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/

June 16, 202616 min

The Report — Funnel tested their AI against 3 major competitors, with 169 real renters. They won 6/6

In this episode of The Report, Alex Howe, SVP Marketing + Growth, Funnel and Tyler Christiansen, CEO, Funnel share the results of a study they commissioned to answer a simple question: how does Funnel's AI stack up against the biggest names in the industry? 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.

April 2, 202620 min

Forum 2026 recap: what the leading operators are seeing next

Fresh off Forum 2026, Alex Howe, SVP of Marketing and Growth and Tyler Christiansen, CEO of Funnel, break down the biggest ideas, conversations, and moments from this year’s event. They cover what stood out from sessions with Clay Bavor, Jay Parsons, Kristy Simonett, Mia Hamm, and others, along with what operators should be paying attention to right now around AI, market conditions, leadership, and change. To stay up-to-date follow Funnel on Linkedin and connect with Tyler there, too.

March 4, 202632 min

Agentic AI rent payments in ChatGPT + 2026 reality check: trust, transparency, and out-executing the market

In this episode, Alex Howe, SVP Marketing + Growth, at Funnel talks with Tyler Christiansen, CEO, Funnel about what RETTC Tech Executive Summit revealed, and why execution beats hype. They break down the first rent payment inside ChatGPT with BH Management, what “agentic AI” really requires (guardrails, auditability, trust), and why operators can’t automate their way out of a broken operating model. They close on the workforce and policy realities shaping the year ahead and the playbook that’s emerging: standardize the work, then automate what’s repeatable, and keep humans focused on the moments that actually need judgment and care. 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.

February 18, 202629 min

Inside the Funnel — Nikki Hand — Multifamily’s future depends on specialization, AI, and human-centered operations

In this episode of Multifamily Unpacked , Nikki Hand, Chief Product Officer and Chief Customer Officer at Funnel, shares how specialization, centralization, and human-centered AI are reshaping multifamily operations. Nikki reflects on Funnel’s evolution since 2020, the industry’s shift to the new operating model, and why AI works best as a teammate, not a replacement. 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.

February 11, 202639 min

Tesho Akindele — the art of building better neighborhoods

In this episode, Tesho Akindele — former MLS forward turned developer and community-builder at Camp North End in Charlotte, NC — joins us to share how reading Walkable City inspired his mission to design neighborhoods where people can truly live, work, and connect on foot. That vision led him to help transform a fenced-off industrial site into a thriving, mixed-use community. Along the way, he unpacks zoning, NIMBY challenges, and how technology helps deliver hospitality at Camp North End. Let’s kick it off. 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.

February 4, 202620 min

The Report — Beyond the headlines on AI, policy, and capital pressure

Recorded right after NMHC Annual, this episode looks past the noise to what’s actually shaping multifamily right now. Alex Howe, SVP Marketing + Growth at Funnel, and Tyler Christiansen, CEO of Funnel, unpack how sustained cost pressure is driving real operating decisions, why early AI hype cooled, and where AI is finally delivering value inside centralized workflows. They break down what the recent coverage reveals about competing visions for AI, explore how capital consolidation and policy signals are influencing operator behavior, and close with why ZRS Management’s decision to standardize on Funnel across 110,000+ units is a signal worth paying attention to. 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.

January 15, 202623 min

Inside the Funnel with Mallory Sheibley — Designing AI for a people-first multifamily industry

Rather than chasing novelty, Mallory Sheibley, Lead Product Manager - AI at Funnel, is focused on building something more difficult and more durable; AI that improves outcomes in a people-first, highly regulated industry without stripping away judgment, trust, or accountability. 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.