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Software company HqO has built and released what it’s calling the commercial real estate industry’s first “system of record for customer experience,” according to a May 15 statement.

“The new platform unifies asset management, tenant lifecycle, and operational workflows into a single, intuitive system — empowering property owners and operators to drive loyalty, efficiency, and long-term asset value,” the release stated.

Commercial real estate is historically challenged by a lack of uniformity in business operation software because of the widely disparate methods by which its practitioners function. In short, it’s still very much a face-to-face, offline referral-driven industry. Office space use needs vary widely and are subject to uniquely negotiated terms, dynamic pricing, logistical variations and other challenges that vary building to building, often on the same street.

HqO’s solution promises to eschew fragmentation by integrating that data and processes of asset management, tenant lifecycle and building operations — typically separate lines of business for commercial real estate companies.

“We’ve partnered with the most sophisticated operators across the globe, and what we continue to hear is clear: The market has lacked a holistic system to manage the full lifecycle of both the tenant and the asset,” said Chase Garbarino, CEO and co-founder of HqO, in the statement. “At its core, it’s a purpose-built CRM for commercial real estate that acts as the system of record for the customer experience. It also accelerates operators’ AI-readiness. That’s the gap we’re solving, and it’s one of the industry’s most urgent needs today.”

Commercial leasing has taken massive blows of late, largely due to remote work trends exacerbated by the COVID pandemic. Instituting modern operating systems with a focus on tenant relations should assist the industry in its efforts to win back a workforce increasingly under the expectation of high-touch vendors, including their office managers and occupancy partners.

The tenant lifecycle features of HqO promise to “digitize and streamline tenant onboarding, access provisioning, amenity usage, events, and communication,” according to the statement. Those efforts will be buoyed with management-focused systems for marrying data that historically exists in stand-alone systems, whether in individual buildings or across portfolios.

The software aims to make it easier to align transaction insights, financial performance, tenant information and vendor contracts through a single-number interface to, in the end, improve property value.

The new product will be delivered through HqO’s REX (Real Estate Experience) Framework, an underlying operating system that adheres the user to their building’s outcomes. Its mobile and browser-based UX provides access to the system’s suite of features and tools, including a vendor marketplace, building performance dashboard and real-time operation insights, among other products.

Email Craig Rowe

Bigger. Better. Bolder. Inman Connect is heading to San Diego. Join thousands of real estate pros, connect with the Inman Community, and gain insights from hundreds of leading minds shaping the industry. If you’re ready to grow your business and invest in yourself, this is where you need to be. Go BIG in San Diego!

Mentoring has been important to Dana Point, California, broker Phil Immel, and he’s passing his passion for education on to consumers and up-and-coming agents. After trademarking the brand “Real Estate Guru” two decades ago, Immel now answers his followers’ real estate questions through television appearances, online content and a branded app.

Immel maintains a family team culture while serving high-net-worth clients in his coastal enclave. He recently represented the seller on a transaction that featured the highest sale price ever recorded in his market at $33 million.

Find out how this highly sought-after real estate expert and media personality continues to break records while guiding the next generation of real estate superstars.

Name: Phil Immel 

Title: Real estate broker 

Experience: Licensed 50 years. Majored in real estate in college. Corporate executive at Coldwell Banker for 10 years. No. 8 in the United States with Prudential Real Estate for more than 60,000 agents and continue to be the top agent in Orange County, California. 

Location: Dana Point, California – Orange County (Coastal) 

Brokerage name: Pacific Sotheby’s International 

Rankings: Top 1 percent of all agents nationally

Team size: 4 

Transaction sides: 12 

Sales volume: $50-130 million 

How did you get your start in real estate?

After growing up in Chicago and being the last of five kids, my parents moved to San  Diego to semi-retire. I did not know anybody in San Diego when I came back from college break.

When I was 18 years old, I saw an advertisement for getting a real estate license, and I signed up. I had the best teacher on the planet that I’ve ever had in my entire adult life. I sat for the real estate salesperson’s license in California at 19 years old and passed.

Being responsible for financially paying my way through college, I was majoring in real estate at San Diego State University and getting qualified to take my broker’s exam, which I went on to achieve a couple of years later.

When Century 21 started as a company, I joined them as one of their first agents. Not having a clue what I was doing, I was highly motivated to make money and serve clients. 

What do you wish more people knew about working in real estate?

I wish people in real estate understood the importance of educating themselves about both the sales and technical sides of doing transactions. Many people come into real estate as a second or third career. As a result, they might be good at a skillset that is excellent in either sales or technical knowledge; however, to be truly successful, agents must master both categories.

A smart agent should learn something new every day related to the industry. Additionally, I wish agents knew how to be well-capitalized to get into the business and stay in the business financially.  

What’s something you know now that you wish you knew when you started?

How important it is to be a student of the business and related businesses every day. To not only have a hyperlocal understanding of the market, but to understand worldwide economic policies and how they affect real estate.

Real estate is typically the most expensive asset that Americans buy, and as representatives for them, we should be the smartest people in the room. 

Tell us about a high point in your brokerage career

A recent high point in my career was when I listed and sold 63 Monarch Bay Drive, Dana Point, California – shattering the Dana Point record sales price at $33 million. It was an honor to be a part of this sale, representing the seller. 

Name 3 people you admire

The three people that I admire the most and have had the most pivotal impact on my career are Joe Hanauer, Steve Jobs, and Harry Cooper.

Joe Hanauer was the  Chairman of the Board of Coldwell Banker, and I worked directly for him as Vice  President. He was, and still is, an incredible mentor and taught me the most about the business itself. We are still very close friends to this day and regularly stay in touch. He is also a multi-time client.

Steve Jobs has always had a profound impact on me because of the visionary that he was. Steve continued to challenge the status quo and evolve his industry to a new standard. I believe we have a lot of similar traits and the same way of thinking.

Harry Cooper is a wealthy technology entrepreneur and personal/business mentor from La Jolla, California. As an aside, his brother, Wyatt Cooper, was married to Gloria Vanderbilt.

Email Christy Murdock 

Bigger. Better. Bolder. Inman Connect is heading to San Diego. Join thousands of real estate pros, connect with the Inman Community and gain insights from hundreds of leading minds shaping the industry. If you’re ready to grow your business and invest in yourself, this is where you need to be. Go BIG in San Diego!

Zillow has settled a lawsuit filed by a New York City broker who alleged the company’s StreetEasy apartment platform was essentially hiding his rental listings despite charging a daily fee to the agent listing the properties.

George T. Spyridakis moved this week to withdraw the lawsuit he filed in February after the two sides reached a settlement agreement, according to a pair of court filings from Tuesday and Wednesday.

“In order to avoid further delay, uncertainty, inconvenience, and expense of continued litigation of the disputed claims, and as a result to of [sic] a mutual desire to settle their disputes, the Parties have reached a full and final settlement agreement,” according to the notice of settlement and motion for dismissal.

The judge overseeing the case approved the dismissal on Wednesday.

StreetEasy declined to comment on the lawsuit and didn’t immediately respond to a request for comment or information about the settlement. The company denied Spyridakis’s claims in court, according to the new court filings.

Spyridakis, an associate broker with eXp, filed his complaint in the U.S. District Court for the Western District of Washington in Seattle, near Zillow’s headquarters.

He claimed he paid $7 daily for each StreetEasy listing, and that he has listed over 250 properties for rent or for sale on StreetEasy, but that listings on occasion have been “masked” from public view.

In New York, multiple brokers can advertise the same unit, but StreetEasy policies appear to seek to prevent that from happening.

“Only one copy of a rental listing is permitted on StreetEasy,” the company’s listings quality policy says. “We will not approve the same unit to be advertised by more than one brokerage, landlord, or owner.”

He had alleged that the damages exceeded $5 million.

Neither he nor his attorney responded to requests for comment when the complaint was filed nor after the case was settled and withdrawn. The lawsuit was withdrawn with prejudice, meaning it cannot be filed again.

Email Taylor Anderson

Bigger. Better. Bolder. Inman Connect is heading to San Diego. Join thousands of real estate pros, connect with the Inman Community, and gain insights from hundreds of leading minds shaping the industry. If you’re ready to grow your business and invest in yourself, this is where you need to be. Go BIG in San Diego!

Instagram is no longer just a highlight reel. It has evolved into a layered platform for brand building, visibility and real lead generation. For agents who use it intentionally, the potential is massive. Yet many still treat it like a digital flyer board: post a listing, hope it lands, repeat.

The truth is, Instagram rewards those who understand how to create depth, not just frequency. If your strategy feels stuck or you’re not seeing the engagement you used to, it might be because you’re not using the features that actually move the needle.

Here are seven Instagram tools that are easy to overlook but can become a powerful part of your marketing strategy.

1. Collaborative posts

This feature allows you to co-author a post or Reel with another account, giving it visibility to both audiences.

Why it matters: Exposure is everything in a relationship-driven business like real estate. Collabs help you reach new people who already trust your collaborator.

How to use it: Partner with staging pros, interior designers or local businesses to share content that doesn’t just promote a listing, it reflects your market knowledge and community involvement.

2. Instagram Notes

Notes appear at the top of your DM inbox and allow short, text-only updates. They may seem simple, but they help keep you front of mind.

Why it matters: Notes are displayed in a space where warm leads already spend time. This gives you a consistent presence without overwhelming your audience.

How to use it: Use Notes for listing drops, reminders or quick messages that start conversations. Think: “Just listed two homes. Want the details?” or “Buying this summer? Let’s connect.”

3. Hidden keyword search in Reels

Instagram uses spoken and written language in Reels to determine where and how to serve your content.

Why it matters: Including relevant keywords in your videos helps your content surface in the right searches, even beyond your followers.

How to use it: Say the names of your location, niche or client type clearly in your videos. For example, “Thinking of buying in Denver? Here’s what $1 million gets you.”

4. Instagram broadcast channels

Broadcast Channels are one-way message threads where you can send updates, insights or behind-the-scenes content to followers who subscribe.

Why it matters: This gives you a space to nurture your warmest audience, the people who’ve opted in for more than what they see on your feed.

How to use it: Create a channel for weekly market insights, early listing previews or localized updates. These posts remain visible and are easy to manage.

5. Pinned comments on Reels

You can now pin up to three comments on your Reels, allowing you to guide the viewer experience.

Why it matters: Pinned comments help set the tone and give your audience a clear action to take after watching.

How to use it: Highlight a strong call to action, direct people to your website or send them to your link in bio.

6. Story highlights as digital sales pages

Instead of using Highlights as a catch-all, treat them like a strategic sales funnel.

Why it matters: When someone visits your profile and is curious but not ready to DM you, Highlights are where they go next. If they’re well-designed, they do the selling for you.

How to use it: Start with an intro or brand story, then organize testimonials, services, active listings and free resources. Use custom covers that match your visual identity.

7. Meta’s professional dashboard

Instagram’s analytics now provide more detailed insight than ever, giving you the ability to understand how people interact with your content.

Why it matters: Metrics like completion rate, shares and saves are stronger indicators of interest and trust than likes.

How to use it: Pay attention to which content keeps people watching or prompts them to follow. Let that data inform what you post next and when.

Instagram is a business tool, not just a platform for posting. For agents focused on building a memorable brand and creating real momentum, these features deserve a closer look.

You don’t have to master everything at once. But using even a few of these tools with strategy and consistency can change how your content performs and how your brand is perceived.

Bigger. Better. Bolder. Inman Connect is heading to San Diego. Join thousands of real estate pros, connect with the Inman Community and gain insights from hundreds of leading minds shaping the industry. If you’re ready to grow your business and invest in yourself, this is where you need to be. Go BIG in San Diego!

Keller Williams on Thursday reasserted its commitment to diversity, equity and inclusion with the appointment of Natalie Davis as the franchisor’s new director of “community growth.”

Davis, a veteran broker and business coach, will oversee the franchisor’s agent communities and affinity groups, foster leadership development opportunities for agents, and spearhead inclusivity initiatives throughout the KW ecosystem.

Davis’s appointment to the department, which had previously been referred to as “Inclusion and Belonging,” comes during a fraught time for diversity, equity and inclusion programs, with President Trump’s anti-DEI mission pushing some of the nation’s largest public companies and universities to roll back such efforts.

“Natalie is a proven leader whose passion for people, commitment to service, and deep industry expertise make her the ideal person to help lead our next chapter of inclusive growth,” Keller Williams spokesperson Darryl Frost said in a prepared statement on Wednesday.

Natalie Davis

Davis has served the real estate industry for 14 years, with experience as one of the top-performing brokers in Fort Collins, Colorado.

In addition to real estate sales, Davis has held two leadership roles with the Fort Collins Board of Realtors and founded an independent coaching business, Leadership that Shines. She’s also the co-host of the Reignite Resilience Podcast, which helps entrepreneurs navigate the ups and downs of business and life.

Davis joined Keller Williams in 2021 and owns The Evolution Group powered by Keller Williams.

“As a member of the Growth Team, our vision is crystal clear: to foster a culture where every agent, employee and client feels they truly belong,” Davis said in a statement. “When people bring their authentic selves to work, magic happens — innovation flourishes, relationships deepen, and communities strengthen.

Davis is replacing Julia Lashay Israel, who Keller Williams appointed as its first-ever head of inclusion and belonging in 2021.

Israel, the Operating Principal for Keller Williams Realty Integrity Lakes, has been with the Texas-based franchisor for more than two decades. Alongside her leadership within the company, Israel has had leadership roles within the Minneapolis Area Realtors, the Minnesota Association of Realtors and the National Association of Realtors.

She’s also a noted real estate coach, speaker, podcast host and author, with her first book — The Color of Real Estate — slated to debut by the end of June.

In a LinkedIn post on Tuesday, Israel said she’s excited to hand the reins over to Davis, as she focuses on finishing her book and pouring more time into her Integrity Lakes team.

“It’s time to turn the page! After four incredible years as Head of Inclusion and Belonging at the world’s largest real estate franchise, I’m passing the torch,” she said. “This has been an amazing journey, but the absolute best part has been meeting and working with so many extraordinary people.”

Julia Lashay Israel

“They say, ‘It’s not what you get at KW, it’s who you become,’ and that couldn’t be more true. This experience has lived up to our mission of lives worth living, businesses worth owning, and legacies worth leaving,” she added. “I am forever changed and thankful for every moment. I’m grateful to Kymber Lovett-Menkiti and John Clidy for being pioneers in this walk and for all the love and support so many of you provided along the way. A special thanks to Gary Keller for trusting me with his vision.”

In a statement, Keller Williams thanked Israel for her leadership over the past four years.

“Julia’s leadership has helped us shape a more connected and purpose-driven Keller Williams,” Frost said.  “We are incredibly grateful and want to thank Julia for her extraordinary leadership.”

Frost also reinforced Keller Williams’s dedication to inclusion amid political tensions that have led multiple multinational companies, such as Target and Walmart, to shelve their DEI efforts. President Trump has doubled down on his anti-DEI efforts, with the president defunding federal grants that support people of color, women and LGBTQ+ communities.

“At Keller Williams, we celebrate our differences. We believe that each of us has the right to be our authentic self, live our true life, and pursue the opportunities we have always believed were possible,” Frost said, quoting Keller Williams’s diversity commitment. “Our mission is to be the empowering community we all deserve, where everyone belongs, and anyone can thrive.”

Email Marian McPherson

Bigger. Better. Bolder. Inman Connect is heading to San Diego. Join thousands of real estate pros, connect with the Inman Community, and gain insights from hundreds of leading minds shaping the industry. If you’re ready to grow your business and invest in yourself, this is where you need to be. Go BIG in San Diego!

Hailing from Port Washington, New York, Christopher M. Wands comes from a long line of real estate professionals. Now, as a team leader and luxury expert in Miami, Wands carries on his family’s legacy.

“I’m proud to lead an exceptional team,” Wands said, “and one of the most rewarding aspects of my role has been helping team members grow into top producers in their own right. I focus on creating a strong support system where they can thrive — offering mentorship, sharing insights and teaching the fundamentals of the business from the ground up.”

Find out how this team leader does more than lead; he empowers each person “to reach their full potential and build a sustainable, successful career in real estate.”

Name: Christopher M. Wands

Title: Executive Director of Luxury Sales and leader of The Wands Team at Douglas Elliman

Experience: 9 years

Location: Miami, Florida

Team name: The Wands Team at Douglas Elliman

Team size: 9

Transaction sides: 48.6

Sales volume: $100,282,407

Awards:

Douglas Elliman awards:

• YPN Miami 20 under 40
• 2016 Rookie of the Year
• 2017: Presidents Award
• 2018-19: Gold Award
• 2020:  Platinum Award
• 2021: Diamond Award
• 2022: Pinnacle Award

Ellie team awards (2023):

• No. 15 medium team nationwide (GCI)
• No. 5 team transactions
• No. 6 team GCI
• No. 8 team volume
• Pinnacle Award

 Ellie team awards (2024)

• No. 11 team volume
• No. 10 team rental (GCI)
• No. 8 rental transactions
• No. 7 team transactions
• Pinnacle Award

 Ellie team awards (2025)

• No. 11 medium team nationwide (GCI)
• No. 4 team rental transactions
• No. 7 team by GCI
• No. 8 team by volume
• No. 8 team by rental (GCI)
• No. 10 team by transactions
• Pinnacle Award

What do you wish more people knew about working in real estate?

This isn’t the kind of career you can treat like a side hustle if you want to be truly successful — you have to live and breathe it. Real estate is a lifestyle, not a 9-to-5 job, and it’s definitely not for the faint of heart. It’s a constant grind, requiring discipline, resilience and an unwavering commitment to your clients.

Social media and TV shows often glamorize the industry, but they rarely show the long hours, the problem-solving and the relentless hustle it takes to truly master your craft.

What’s something you know now that you wish you knew when you started?

I wish I had truly understood the time and dedication this career demands. I went into it thinking it would offer more flexibility and maybe even be “easy”— but I quickly learned it’s the opposite.

Becoming a top producer takes relentless hard work, long hours, and a deep commitment to the craft. I wouldn’t trade this career for anything, but I now know success doesn’t happen overnight. If I could go back, I’d tell myself to be patient, stay focused and trust the process.

Tell us about a high point in your career

A defining moment in my career was closing the sale of Residence 5801 at One Thousand Museum. It was my first major deal handled independently, where I represented the buyer of the lower penthouse.

What made it even more special was that it took place in one of the most architecturally iconic buildings in the city — a true milestone, both personally and professionally. Not only was it a personal milestone, it was a pivotal moment that affirmed my ability to navigate complex, high-stakes transactions and deliver results at the luxury level.

It gave me the confidence to step fully into my own as an agent and helped set the foundation for many of the record-breaking deals I’ve gone on to close since. That experience continues to motivate me and remind me of how far I’ve come.

What’s your top tip for newly formed teams?

Start small and focus on building a strong foundation — establish your team structure and back-office systems first. Expansion without the right operational engine in place will lead to inefficiencies and setbacks.

It’s not just about growing; it’s about growing smart. Scale only when the infrastructure is ready to support it.

What’s one thing you wish every agent knew?

This business isn’t about quick wins — it’s a long game. Prioritize building genuine relationships over chasing commissions. When you commit to mastering your craft and delivering real value, the money naturally follows as a byproduct of your success.

Email Christy Murdock