A revolution in the mortgage sector with a customer service focus
Covid-19 might have sped up digital transformation, but mortgage industry leaders have been innovating before 2020
Katherine Campbell, chief digital officer at Assurance Financial, and Srikant Iyer, head of home lending originations product strategy and transformation at Wells Fargo, agreed that digital transformation has been improving mortgage customer experiences for a long time.
Speaking on a panel discussion at PEX Live: Digital Mortgage Process 2022, Campbell said the “revolution” in seamless, bionic customer experiences moved forward during the Covid-19 pandemic, “but the market has been ready” for much longer. She said the best “bionic” experiences for customers combine “high technology with high touch” to meet customer needs, with AI set to play an increasingly important role in future developments.
Iyer agreed, stating that the “digital and human experience” needed to combine for the “best experience, especially with home lending”, which he described as “one of the most complex financial transactions for most people”. He said customers needed to be able to engage via their preferred channels, with some favoring “end-to-end” digital experiences, while others favored more human interactions.
