Customer experience is becoming the key metric for every sector, including housing. The need to provide an exceptional user experience has never been greater with customer expectations rising. Mobile-first environments are a requirement and with the ever-changing world we have all come to know as of late, more companies have had to shift their customer service operations and reimagine the customer experience. The correlation between highly engaged employees and customers who are similarly engaged is irrefutable. Study after study has proven there is a clear path from engaged employees to engaged customers to improved performance and profitability.