Digitalization and real estate agents – fundamentally at odds? Not according to Dagmar Böcker-Schüttken, managing director of Böcker-Wohnimmobilien. In this conversation, she discusses how digital transformation is strengthening the profession and enabling agents to thrive—even through a pandemic. The modern agent has become a navigator, guiding clients with expertise and care, entirely risk-free.

Digitalization is often painted as a threat to the real estate profession. Do you see these predictions as doomsaying, or is there some truth to them?

Dagmar Böcker-Schüttken: One thing is clear: digitalization is fundamentally reshaping what it means to be a real estate agent. But where there's change, there's also opportunity – and this is a development we should embrace. Today's property buyers face an overwhelming amount of information and greater independence than ever before. That's precisely why they need a trusted guide – someone to provide clarity and confidence throughout the decision-making process. This is where modern agents excel. Rather than making the profession obsolete, digitalization is reinventing it, opening up countless new possibilities.

You mention new possibilities. What do you mean specifically?

Technological innovation is driving the real estate industry forward. Virtual and augmented reality, for instance, are creating new ways to market properties – going beyond traditional showings to use immersive digital experiences as both an information tool and a decision aid. This accelerates the sales process and saves buyers valuable time. Online platforms and digital portals are also reshaping how information flows and advice is delivered, fundamentally changing how agents interact with clients. Today's buyers operate with greater independence and higher expectations than ever. For agents, the key lies in three words: proximity, transparency, and dialogue. Our philosophy is simple: "We don't just match properties – we guide people through the journey." Gone are the days of distant expertise; we're shifting toward collaborative consultation. And let's not forget – digital tools have proven invaluable during the coronavirus crisis, offering flexibility that keeps us connected and working safely.

Speaking of coronavirus – what role do digitally-enabled agents play during a crisis?

A crucial one, because demand for residential property hasn't disappeared. Of course, at Böcker-Wohnimmobilien, we take the health and safety of our employees and clients seriously. Social distancing creates real challenges for a business built on personal relationships, requiring us to adapt how we work. Beyond individual appointments, hygiene protocols, and safety measures, digital solutions have proven remarkably effective. Our new AnyDesk software, for example, lets our consultants walk clients through important documents in real time via screen sharing. Combined with our 360-degree virtual tours and our reliable online valuation tools, we're able to provide comprehensive digital guidance – giving our clients the confidence and security they need, even during uncertain times.

What makes agents irreplaceable in a digital world?

Digital tools alone can't always deliver the best outcomes in real estate. Local expertise, deep industry knowledge, negotiating prowess, and strong interpersonal skills – these are the genuine competitive advantages agents bring. They enable the balanced, professional judgment that databases and algorithms simply cannot provide. Technology plays a supporting role, but it will never replace an agent's ability to genuinely understand client needs or to guide them through contracts, negotiations, and closing. We also mustn't overlook older clients who aren't comfortable online – they deserve expert guidance and personal attention.

What does the modern real estate agent look like?

The digitally-fluent agent is expert, partner, trusted confidant, and professional guide rolled into one. For developers, agents continue to serve as market experts who understand both trends and buyers – delivering a full-service package of market and location analysis, property consultation, and pricing strategy. They coordinate cross-channel marketing campaigns rooted in integrated online and offline strategies. To succeed, agents need additional skills to meet evolving client demands and the expanding landscape of digital specialties. Digital literacy is essential: can they confidently master the latest tools? To stay competitive, agents must be fully equipped to work in a digital environment.

How is this vision being realized at Böcker-Wohnimmobilien?

We see digitalization as a tremendous opportunity to enhance our advisory and service offerings. We're investing in robust online channels and state-of-the-art hardware that support modern workflows. We're also streamlining how agents and clients interact through digital solutions, saving everyone time and reducing costs. Through strategic investment, we're capitalizing on the digital shift – and seizing the many advantages it brings to our profession.