Moderator

Alex Wolkomir

Partner McKinsey & Company

Alex is a leader in McKinsey’s Real Estate Practice, focused on using digital and analytics to create new products and operating models. Alex has led several large-scale digital transformations and digital product builds across asset classes, serving leading residential, office, industrial, retail, and hotel owners and operators. He has also helped technology players and service providers in the real estate industry use digital and analytics to transform their product offerings. Alex is currently leading McKinsey’s thinking related to Generative AI and its applications to real estate to create tangible business value.

Alex holds a graduate degree in design and engineering from Stanford’s d.school, where he also taught and researched. Additionally, he holds a degree in finance and statistics from the Wharton School and a degree in International Studies from the University of Pennsylvania. He also holds a certificate in UX/UI Design from the Pratt Institute in New York.

Most recently prior to McKinsey, Alex worked on innovation and IoT strategy for the International Rescue Committee in Amman, Jordan, focused on using technology for improving the experience of refugees and humanitarian workers impacted by the Syrian refugee crisis.

Speaking at

Wed Apr 10 2:30 PM — 3:30 PM (GMT-05:00) Eastern Time New York Hilton Midtown - Level 2, Gramercy Suite

Cracking the Customer Loyalty Code in Residential

Alex Wolkomir, McKinsey & Company

Ms. Kelly Mack, Corcoran Sunshine Marketing Group

Mr. Andrew Min,

Mr. Ricardo Suarez, Four Seasons Hotels & Resorts

Category Housing/Residential

Type AIA LU AICP CM Concurrent Session Open to All Attendees

Customer value and driving loyalty are ubiquitous concepts when it comes to consumer industries. However, in real estate, only the hospitality sector has cracked the code on what loyalty means in the context of built environments and the experiences they contain. Both single-family and multifamily residential continue to grow as asset classes and scale players are emerging. With this growth comes the opportunity to build brand and create customer stickiness—driving both higher renewal rates and better pricing for the branded promise behind living experiences. We will discuss how customer expectations are evolving from these players, what loyalty means in the context of a living experience, and how players are leaning into digital and artificial intelligence to help power a next generation of personalized services and community with the aim of building brand. We will dive into how to take a design-led approach to building brand equity beyond naming and finishes, and using that brand strength to create unique, data-driven loyalty moments around the big "decision moments" that matter (e.g., touring, lease signing, renewal decisions). In short, this presentation, followed by a panel discussion, will aim to unpack how end-to-end experiences in the residential sector can be reimagined and digitized to drive a new frontier of loyalty and consumer brand.