Top Marketers: Elevating the Renter Experience with Digital Concierge Services

Once considered a nice-to-have, digital concierge serviceshave become essential in multifamily living. From AI leasing to intuitive resident apps, they streamline operations, elevate customer service and shape the way communities connect and thrive. In this episode of Multi-Housing News' Top Marketers podcast, we explore the transformative power of digital concierge services in the multifamily world—toolsand technologies designed to streamline leasing, enhance resident communication and create more personalized living experiences. From AI-powered leasing assistants to intuitive resident portals, these services are redefining how communities connect and operate. Joining us is Brianna “Bri” Bocker, Senior Director ofDigital Experience at Cortland, a multifamily investment, development and management firm headquartered in Atlanta. Bri leads the team responsible for Cortland’s customer-facing technology—everything from the website and marketing automation to the resident app, self-guided tours and AI-powered innovations. Since joining Cortland in 2019 as its first marketing technology associate, she has built the company’s digital customer experience strategy from the ground up, expanding it into a thriving eight-person team. Today, Bri is at the forefront of blending technology and hospitality to make apartment shopping and living more seamless, personalized and human-centered. Key topics include the evolution of resident portals, AIleasing agents, communication strategies and the future potential of AI-driven automation, all grounded in a philosophy of maintaining meaningful human touches alongside digital advancements. Journey into marketing and multifamily (1:01) The rise of digital concierge services (10:25) Balancing technology and human touch (18:55) Internal alignment and project execution (25:09) Future trends and advice for marketers (30:40)