Inside the Funnel — Katie Harman — Centralization, change management, and the human side of AI

Katie Harman, Enterprise Consultant at Funnel experienced multifamily from every angle (on site, in a contact center, in management, and as an operator implementing Funnel ) before crossing over to consult with some of the industry's largest operators. Her dual perspective shapes how Harman helps property management companies rethink their operating models around centralization and AI. In this episode: The story of a Funnel partner who cut missed prospect calls from 45% to 4% How operators think about centralization differently six years in Why the right specialized roles free site teams to focus on touring, closing, and renewals Katie's take on change management, from earning trust at every level to navigating the hardest part of any rollout: user adoption Why the best AI strategy is the one built around people