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.