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Ben Kingsberry: Balancing technology and human connection in real estate

In this episode of Elevate, Harcourts Kingsberry CEO Ben Kingsberry shares why real estate leaders need to rethink their approach to technology, the hidden cost of over-automation, and how creating a workplace people want to be in is transforming his business from the inside out.

Author

Elite Agent Editor
March 29, 2025

"The transaction can be quite simple these days—and sometimes that comes at the cost of the relationship. We've got to find the balance between efficiency and real human connection if we want to build trust and longevity in this industry."

BEN KINGSBERRY

Has real estate gone too far with tech?

Ben Kingsberry CEO of Harcourts Kingsberry in Townsville thinks so and believes agents are leaving money on the table but not putting human relationships first.

In this episode of Elevate, Steve Carroll sits down with Ben, who shares his thoughts on the state of the industry and where he thinks it’s headed.

From building one of the most forward-thinking offices in the country to tackling industry-wide pressure points like staff engagement and investor turnover, Ben shares what’s working and what’s not.

Ben also talks about the hidden dangers of over-automating the client experience and why deep human connection might just be the industry's biggest untapped advantage.

10 key takeaway moments from this episode:

  1. How Ben transformed his business with a Silicon Valley-inspired office space
    Timestamp: 6-minutes

  2. Why creating a workplace people want to be in drives better results than enforcing rules
    Timestamp: 7-minutes

  1. The importance of open-plan design in fostering team connection
    Timestamp: 8-minutes

  1. How regional real estate businesses develop unique efficiency models
    Timestamp: 14-minutes

  1. Why Ben maintains a non-selling principal approach
    Timestamp: 17-minutes

  1. Strategies for managing high investor turnover in regional markets
    Timestamp: 18-minutes

  1. The industry’s current state of flux regarding technology adoption
    Timestamp: 21-minutes

  1. The opportunity to deepen client relationships in an increasingly digital world
    Timestamp: 22-minutes

  1. How poor communication, not misconduct, drives most industry complaints
    Timestamp: 23-minutes

  1. Why staff engagement is Ben’s primary measure of business success
    Timestamp: 25-minutes