Close the Experience Gap, Grow Portfolio Value
CRE Asset Management, Reimagined With REX
The role of the asset manager is evolving, and the tools need to evolve with it. In a market shaped by hybrid work, shifting demand, and rising tenant expectations, traditional KPIs no longer tell the full story.
That’s why leading owners are turning to REX (Real Estate Experience): a new operating system for aligning buildings, people, and capital around experience-driven performance.
HqO makes REX actionable, giving asset managers real-time visibility, smarter engagement levers, and measurable ROI from tenant satisfaction to NOI.
The Experience Gap Is Draining Portfolio Value
Modern tenants expect more: flexibility, hospitality, tech, and high-touch service, but most buildings still operate with disconnected systems, fragmented tenant data, and reactive operations. Without real-time visibility into engagement or risk, property teams can’t deliver the experiences that today’s tenants demand.
The result is a growing Experience Gap: buildings underdeliver, tenants disengage, and value erodes through higher vacancy rates, lower renewal rates, and underperforming assets. For asset managers, this isn’t just an operations issue, but a strategic risk. Closing the gap requires a modern, systemized approach to experience delivery that drives retention, insight, and NOI. That’s where REX comes in.
REX Transforms Data into Strategy
The Asset Manager’s Playbook
REX is more than an app; it’s an operating system for CRE that aligns leasing,
ops, and service delivery around tenant experience and ownership goals.
With HqO’s Asset Management tools, asset managers can deploy REX to:
1
Gain Portfolio-Wide Visibility Into Tenant Health
- Amenity and Experience Benchmarking at the building level to identify where properties are under- or over-performing
- Track tenant-specific Engagement Health Profiles that combine behavior, sentiment, and service interaction
- Real-time Renewal Risk Flags using real-time behavioral and usage data
- Turn fragmented insights into actionable intelligence that drives retention and informs strategy
2
Make Smarter CapEx and OpEx Decisions
- Real engagement data to model ROI by program, space, or service
- Allocate capital based on which experience investments move the needle on retention, satisfaction, and NOI
- Benchmark amenity usage and programming impact via the REX Platform dashboard
- Align capital planning with actual tenant needs, usage patterns, and renewal risk indicators
3
Align Teams Across the Tenant Lifecycle
- Centralize tenant data for shared visibility across teams to deliver measurable results
- Streamline move-ins with guided onboarding and automated workflows
- Control access and connect the right people to the right spaces
- Simplify collaboration with User Invite to onboard teams and tenant contacts quickly
- Deliver consistent, high-touch service from day one through renewal
4
Drive Proactive Retention Strategies
- Intervene early before churn
- Justify retention-focused investments
- Forecast renewals with precision
- Enable seamless, account-based booking and early discounting to drive adoption and loyalty from day one
Operationalize REX
in Your Portfolio
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Want to lead with experience? Start here.