2025 Customer Experience (CX) Technology Survey Report
The 2025 Customer Experience (CX) Technology Survey Report provides a fresh, data-driven look at how rental housing owners and operators are evolving their technology strategies to meet rising renter expectations and the operational demands of a rapidly changing consumer market.
Developed in partnership with Newmark RF, with collaboration from NMHC and RCKRBX, the 2025 survey offers benchmarking data and qualitative insights that illuminate where the industry is investing in CX technology, where it’s finding value, and where opportunities remain to deliver a more seamless renter experience and drive more customer engagement.
Why It Matters
The 2025 CX Tech Survey Report builds on findings from the 2023 survey, capturing an industry at a digital inflection point—evolving from rapid app adoption to smarter platform consolidation, deeper integration, and the expanding role of artificial intelligence (AI). As technology strategies mature, operators are leveraging digital tools not just to streamline operations, but to enhance the resident experience—driving engagement, trust, and long-term loyalty across the renter journey.
This year’s report sets a new benchmark for digital maturity across the renter lifecycle, offering actionable insights to help technology leaders, operators, investors, and solutions providers prioritize, plan, and compete in the next phase of multifamily CX innovation.
Report coming soon!
Inside the 2025 Report
The 2025 CX Technology Survey explores how rental housing organizations are redefining customer experience through technology—what tools they’re using, how they’re investing, and where they see the greatest opportunities for improvement. The survey examines the entire renter journey, from lead generation to renewal, and captures insights from decisionmakers across operations, marketing, IT, and executive leadership.
Key areas of exploration include:
• CX Technology Strategy and Governance: How organizations structure decision-making, set goals, and evaluate ROI for CX technology.
• Platform Utilization and Consolidation: The number and types of customer-facing tools in use today, and how firms are approaching integration and simplification.
• Artificial Intelligence and Emerging Tech: Where companies are experimenting with AI and where they see AI making the greatest impact for the customer—and also how enthusiasm and adoption vary across roles.
• Resident Experience and Engagement: How technology supports key moments in the renter lifecycle, from search to renewal or move-out, and where housing providers see opportunities to elevate the renter experience and drive better engagement.
• Challenges and Barriers: What’s holding firms back—from resource constraints to onboarding and data integration issues—and how they plan to overcome them.
Together, these insights provide a comprehensive benchmark for understanding where the industry stands today and how it plans to evolve its customer experience technology strategies over the next two years.