The real estate industry is evolving rapidly. Of course, this isn’t news, we know buyers and renters are increasingly tech-savvy, time-poor, and expect more from property listings than simply a few photographs or a sign in the yard. What stands out now is that these traditional approaches are no longer enough.
So where to from here? Today’s consumers want speed, clarity, and immersive experiences that allow them to explore a property in depth before they even step inside.
They want to understand the layout, imagine themselves living there, and feel confident in their choices without leaving their home.
Gerard Connell, Executive General Manager, Sales, REA Group, has extensive experience in technology-driven industries and leadership consulting at GM and Holden, and now applies those insights to real estate. He says the industry is at a unique turning point.
“It’s really about strengthening the voice of the customer back into the business… externally, it’s bringing great services and products to market that match our customers’ needs. That goes hand in hand with customer partnerships – how do we do that better, bigger, and just really being close to our customers.”
One of the most visible trends, according to Gerard, is the rise of immersive content. Video, 3D walkthroughs, and interactive floor plans are no longer optional.
Buyers want rich, engaging experiences to understand a property before visiting.
“Consumers love to spend time learning about the property through really high-quality, fast-loading walkthroughs. Video allows agents to tell richer stories about the property and their services.”
He explains that while professional production remains important, authentic smartphone-shot content is gaining traction.
“The way we’ve structured it on the platform now allows for this more accessible, lower-cost content to sit alongside professional listings. Different consumers want different experiences. Some people like walking through a property on their own terms, clicking around and exploring details. Others want a more visual, immersive approach.”
Interactive 3D floor plans are also rapidly becoming an essential tool for modern buyers.
While video walkthroughs offer a rich, visual experience, 3D floor plans provide a deeper understanding of the property’s layout and dimensions, helping buyers visualise how spaces connect and how they might live in them.
Gerard recalls this from his own house-hunting experience: “I remember when we were looking for a property, my wife was really engaging with property walkthrough videos, while I preferred the more interactive 3D floor plan experience. Consumers want more insight, and they want it now.”
Providing richer information upfront reduces uncertainty and allows agents to focus on higher-value conversations.
“If you can reduce uncertainty, people feel more confident, and agents can focus on higher-value conversations instead of repeating basic details.”
AI as a conversation accelerator
AI is also poised to change how buyers interact with listings and Gerard sees AI, particularly generative models, as a way to deliver more personalised, conversational experiences.
“With generative AI, you can imagine the consumer having a richer, natural conversation on platform, with the agent experience influencing it in real time. That gives us stronger insight into what that person is looking for.”
For agents who may feel uneasy about the rise of AI in real estate, Gerard delivers a clear message: technology is a tool, not a replacement for human expertise.
While AI can analyse data, provide insights, and speed up routine processes, it cannot replicate the judgment, intuition, and responsiveness that experienced agents bring to each interaction.
He explains that understanding a buyer’s individual needs, reading the nuances of a neighbourhood, and guiding clients through complex decisions are skills that remain firmly in human hands.
“The human touch is irreplaceable. AI can provide insights and speed up processes, but it’s the agent’s judgment and responsiveness that really differentiate the experience.”
Now, with buyers armed with more data than ever, agents are expected to provide fast, relevant insights. Gerard stresses that technology should support people who know their local markets intimately.
“Being hyper-responsive to customers is fundamental. Consumers want more insight before they submit inquiries. The more prepared they are, the better the engagement for agents.”
Gerard also highlights the importance of giving agents flexibility in how they use technology.
Tools and platforms can provide powerful capabilities, but their true value comes when agents are able to integrate them in ways that suit their local market knowledge and workflow.
Empowering agents to make choices about how they present properties ensures that the technology complements, rather than constrains, their expertise.
“With tools like iGUIDE, agents and their photography partners can upload content wherever they like. That flexibility is really important, because agents know their market, they know their buyers, and giving them choice empowers them to deliver the best possible listing.”
“Tech can scale, but real estate is still very local. Understanding neighbourhood nuances, buyer sentiment, and timing is something technology can assist with, but not replace.”
The next generation of real estate experiences, Gerard says, will come from the intersection of technology and human insight.
“Different consumers want different things, and different agents operate at different levels of adoption. The winners will be the ones who leverage tools thoughtfully, invest in creating engaging content, and stay close to their customers.”
Gerard sums up what sets successful agents apart in a market that is changing faster than ever and emphasises that it is not the number of tools an agent uses that matters, but how thoughtfully they apply them to meet the needs of their customers.
Deliberate use of technology, combined with a deep understanding of buyer expectations, is what creates a seamless and informative experience.
“It’s not about using every tool. It’s about being deliberate, understanding your customers, and making their journey as seamless and informative as possible. That’s where the real value lies.”