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

Customer expectations in homebuilding have changed and the gap between average and exceptional experiences is growing wider every year.

Today’s buyers judge the entire journey, from the first sales conversation through warranty service. Yet many builders still struggle to translate customer feedback into consistent action across teams, systems, and stages of the buyer experience.

Join Tim Bailey, Director of Operations-Avid at ECI Software Solutions and Sean Bearden, Customer Experience Director at Hayden Homes for an exclusive look at the 2026 State of CX Report, based on feedback from 570,000+ homebuyer surveys and nearly 600 builder divisions across the U.S. and Canada.

In this session, we’ll discuss the latest findings from Avid's North American CX database for homebuilding and learn where the industry is making gains, as well as where the biggest opportunities lie for improvements. Learn more about the CX Maturity Model for Homebuilders — a practical framework that shows how builders progress from reactive service to integrated, insight-driven customer experience, and what that progress unlocks across sales, design, construction, move-in, and warranty.

You’ll hear real-world perspective from a homebuilder who has navigated this journey firsthand, including what worked, what took longer than expected, and where the biggest CX gains were made.

By attending this webinar, you will:

• Understand what CX maturity really means and why it matters more than individual scores or isolated improvements
• See how CX maturity impacts measurable outcomes, including NPS, referrals, review sharing, and response rates
• Identify where breakdowns most often occur across the buyer journey and why warranty remains the biggest CX risk and opportunity
• Learn how leading builders connect feedback to action, aligning people, processes, and technology
• Walk away with practical ideas to advance your CX program, whether you’re just getting started or looking to scale