This bonus episode is a presentation of brand new research on AI-driven sentiment analysis, which debuted at OPTECH 2025. The research uses resident perspectives on Wi-Fi to reveal new insights into what actually drives experience and renewal.

Dom Beveridge is joined by Kevin Donnelly, Executive Director and Chief Advocacy Officer at RETTC, and Arjun Kannan, Co-Founder of ResiDesk, to discuss the methodology, findings, and broader implications for

Download the research White Paper at: https://lp.20for20.com/25-wp-wifi-sentiment-analysis

The presentation includes:

• How AI-driven conversation beats surveys: Adaptive, low-friction text conversations over time capture open-ended resident input at scale, without the rigidity and bias of surveys.

• Signal vs. noise: AI helps separate volume of complaints from meaning and importance. What residents say is negative isn’t always what creates business risk.

• What residents care about + the renewal linkage: Reliability dominates (more than speed, features, or “value” pricing), and outages are the one issue that meaningfully correlates with churn/renewal risk.

• Regulation and “consumer choice”: Policy debates often fixate on provider count, while residents “choose” outcomes enabled by reliable connectivity.

• Broader lesson for multifamily research: Treat assumptions as hypotheses and let residents lead; this method can reframe amenity/CapEx decisions by revealing what actually matters in daily life.

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Connect with Dom Beveridge (Principal, 20for20) via LinkedIn, or email to dom@20for20.com.

Our theme, “Beautiful Geometry” by Phish Funk is licensed under a Attribution-NonCommercial 3.0 International License.