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Beyond the Score: How Top Homebuilders Turn Customer Experience Into a Competitive Advantage

Mar 10, 2026

Tuesday

1:00 PM - 2:00 PM

Free

Master the Homebuyer Journey: Insights from the 2026 State of CX Report

Today’s homebuyers judge your business on the entire experience—from the first sales call to the final warranty fix. Yet, many builders still struggle to turn feedback into consistent action across their teams.

Join Tim Baileyand Sean Bearden for an exclusive breakdown of the 2026 State of CX Report. Built on data from 570,000+ surveys and 600 builder divisions, this session reveals where the industry is winning and where the biggest gaps remain.

We’ll introduce the CX Maturity Model for Homebuilders, a practical framework to help you move from reactive service to an integrated, insight-driven strategy. You’ll also hear a firsthand account from Hayden Homes on what it takes to scale CX across sales, construction, and warranty.

What You’ll Learn:

Define CX Maturity: Why a holistic strategy beats chasing isolated survey scores.
Drive Measurable Results: How maturity impacts NPS, referrals, and review sharing.
Bridge the Warranty Gap: Why warranty is your biggest CX risk—and your best opportunity.
Connect Feedback to Action: Aligning your people and technology to deliver a seamless journey.
Practical Scaling: Actionable steps to advance your CX program, regardless of your starting point.

Who Should Attend:
Executives and operational leaders ready to bridge the gap between CX strategy and daily execution.

Reserve My Spot!

Meet Your Presenters

Sean Bearden

Customer Experience Director | Hayden Homes

Sean began his career with Hayden Homes more than 18 years ago and brings both strategic insight and heart to his work, helping shape a culture that puts the customer first while inspiring teams to lead with empathy, trust, and excellence. He focuses on designing and delivering meaningful, human-centered experiences across the homebuilding journey. Sean also plays a key role in Hayden Homes’ Customer Experience Champions program, empowering team members across departments to innovate, collaborate, and elevate the experience from the inside out. He is also passionate about learning through connection, regularly engaging with other customer experience leaders in the homebuilding industry to share best practices and continue raising the bar for what great CX looks like.

Tim Bailey

Director of Operations | ECI Avid

Tim Bailey is a seasoned professional in the homebuilding industry with extensive experience in leadership roles. Currently serving as the Director of Operations at ECI Software Solutions, Tim previously held the position of Chief Strategy Officer at HomeKeep, where insights from Avid Ratings' customer satisfaction surveys informed the development of HomeKeep's services. Tim's tenure at Avid Ratings included roles as Chief Strategy Officer and Division President for Canada, focusing on enhancing customer experience and operational efficiencies. Tim's career also encompasses significant positions at Stonecroft Homes/Schout Communities and Great Northern Insulation Inc., along with a foundational role as a Sales Representative at Remax Twin City Realty. Tim holds a B.Sc. in Chemistry/Biology from Wilfrid Laurier University.