AI and the Customer Voice: How Technology Can Help (and Hurt) Your Understanding of Stakeholders

Artificial intelligence is reshaping how organisations capture, analyse and act on customer insights. But while these tools can deepen our understanding of stakeholders, they also carry real risks—from misinterpretation to bias and erosion of trust.

This Lunch & Learn session will explore how real estate leaders can leverage AI responsibly to strengthen customer experience strategies—without losing the human context that matters most.

Key themes:

• Opportunities: How AI can enhance the quality, speed and depth of stakeholder insight.

• Risks: Understanding where algorithms can distort sentiment and create blind spots.

• Practical application: Integrating AI tools into existing feedback loops across surveys, NPS, web chat, and operational data.

• Governance and trust: Ensuring data integrity, transparency, and accountability.

• Strategic value: Turning insight into meaningful action that drives better outcomes for customers and assets.

Event details:

• 📅 Date: Tuesday, 4 November

• ⏰ Time: 12:00 – 14:00 (GMT)

• 🏢 Format: In Person

• 👥 Audience: Real estate leaders, asset managers, property management professionals, CX and ESG practitioners across all asset classes.

Access:

• Silver & Gold Members: Included in membership

• Free Members: By invitation

Join us to gain a clear, balanced perspective on how to harness AI to elevate—not undermine—your connection to customers and communities.