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CX

Purchase-Centric Habits Are Key to Success in 2022

Did you write down New Year’s resolutions for 2022? If you’re like me, resolutions can be a bit of a mixed bag. It’s great ...
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Strategies

Consumer Direct: It’s Nurture vs Nature in Purchase Business

Often, my articles start with data. Today, I start with a story. Pretend you are at a cocktail party (a gathering that occurred pre-Covid ...
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CX

Mapping the Evolving Customer Journey

By all accounts, the buzzword for mortgage lenders headed into 2022 is growth. In our meetings at the most recent Mortgage Bankers Association Annual ...
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CX

Channel “Grinch Energy” for Success in 2022

I have a “Grinch” t-shirt that I wear around the holidays. People assume it’s because I don’t like Christmas, but they’ve got it all ...
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Technology

Digital Success: The Power of Process Led Implementation

There was a time when the home finance industry was the poster child for slow technology adoption. It was as if the industry was ...
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CX

From Chaos to Order: An Award-Winning Mortgage CX Strategy

Move over Rocket Mortgage (formerly Quicken): there’s a new customer experience sheriff in town and its name is Guild Mortgage! The last several years ...
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