Designing the Future of Strata Management: AI, Offshoring and the Human Touch

Strata management is changing quickly. We are already shaping the future through the choices we make about people, systems and technology. This is not a prediction exercise. It is about the work we are doing today to build a better model for tomorrow.

In a recent webinar hosted by Jonny Bell of the Wingman Group with guest speaker Dr. Sarah Bell, the discussion centered on artificial intelligence in real estate. The most useful ideas were practical and human. AI is not the star of the show. It is a tool that helps professionals deliver better service.

Start with pain points

Successful innovation follows a clear order:

1.          Identify the pain points.

2.          Build a consistent process around them.

3.          Outsource what does not require onshore expertise.

4.          Integrate AI where automation adds value.

Skipping straight to AI creates noise. Starting with pain points ensures we solve real problems and measure real outcomes.

Put AI in the kitchen

A simple analogy helps place AI in the business. Think of a well‑run restaurant:

·            The offshore team and AI handle the kitchen, producing quality outputs with speed and consistency.

·            Your technology and operating procedures act as the order management system, keeping work flowing.

·            The strata manager is the waiter, creating the client experience, handling emotion, resolving tension and building trust.

AI belongs in the kitchen. People belong at the table. The front of house work is where value and loyalty are created.

Let strategy choose the tools

AI is not a strategy. It is a capability that supports strategy. Choose your service model first, then select the tools that fit:

·            High‑touch, premium service requires more human time and judgement. Use AI to clear low‑value tasks so people can focus on the hard conversations and relationship work.

·            High‑volume, low‑fee models benefit from heavier automation and self‑service. Use AI to streamline, standardise and scale.

There is no single right answer. The right answer is the one that aligns with your brand, market and goals.

Build the data foundation

AI without data delivers little. Clean, structured and connected data unlocks everything from predictive maintenance triggers to personalised communication. Invest in data quality and integration so tools can work together and give a single view of each client and property. Without this foundation, even the smartest tool becomes a distraction.

Protect what won’t change

Trust is built in drops and lost in buckets. The work that earns it stays human:

·            Emotional intelligence

·            Conflict resolution

·            Complex problem-solving

·            Relationship building

AI simply creates more time todo them well.

Keep it human

We often talk about AI as a technology revolution. In practice, it is a human one. The goal is not to replace professionals. The goal is to amplify them, reduce noise and lift the standard of service. When machines handle the repetitive tasks, managers gain time to lead, educate and build trust.

Acknowledgements

Thank you to Jonny Bell, Dr. Sarah Bell and the Wingman Group for a valuable discussion that cut through buzzwords and focused on usable ideas.

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Author’s note

The Wingman Group seminar focuses on sales and property management rather than strata. The concepts above are adapted for strata by applying the same principles to governance and client communication. This cross‑pollination mirrors the way top agents such as Gavin Rubinstein borrow performance frameworks from elite sport, including figures like Michael Jordan, then translate them into their own craft.

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About the Author

With over eight years in the strata industry, Koebie Forward has built his expertise from the ground up, starting in maintenance coordination before advancing through strata management into his current leadership role. Today, Koebie dedicates himself to transforming the profession by refining operational systems, mentoring high-performing teams, and bringing a more personalised approach to strata management without sacrificing efficiency. His practical experience and innovative perspective make him a respected voice in the industry.

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