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Future Proofing CX Before Volume Returns

Years ago, I hosted what was supposed to be a small, casual New Year’s Eve party. Just a handful of friends, some appetizers, and ...

Full Article

What will separate mortgage lending CX winners from the pack in 2026, and what should lenders be doing now to stay ahead?

January 2026

Strategies

The ROI of “Why”

Recently, I spent nearly half an hour on the phone with a loan officer who wouldn’t remember me the next day. Let me back ...

Full Article

Mortgage lenders pour millions into marketing and technology, yet lose qualified borrowers because the experience feels mechanical and impersonal.

December 2025

CX Power Is Changing Hands. Here’s How to Stay Ahead

A few weeks ago, while rummaging through old photo boxes, I came across a picture from my early days in L.A. standing outside a ...

Full Article

How do mortgage lenders stay competitive in a CX landscape with banks now leading the charge?

December 2025

Strategies

Cultivating What’s Next: Preparing for Growth in 2026

As 2026 inches closer, mortgage lenders and their technology partners are entering a season defined by both opportunity and pressure. Volume is poised to ...

Full Article

2026 will will reward mortgage professionals who prepare deliberately, plant intentionally, nurture consistently, and embrace transformation at every level.

November 2025

NPS Gold Rush: How Gratitude is Driving Mortgage Sales

About a year ago, I convinced my friend to buy a Peloton. Last week I found out that he’s now using it exclusively as ...

Full Article

If new business is gold, why are so many mortgage loan officers mining the wrong mountain?

November 2025

Strategies

Raising the Stakes: Competing with Giants in the Age of AI and Consolidation

The mortgage industry’s high-stakes game has entered a new round, and the table looks very different than it did just a year ago. The ...

Full Article

Every mortgage lender is at the table—but only those with a clear strategy will still be in the game when the next hand is dealt.

October 2025

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Article Library

Future Proofing CX Before Volume Returns

The ROI of “Why”

CX Power Is Changing Hands. Here’s How to Stay Ahead

Cultivating What’s Next: Preparing for Growth in 2026

NPS Gold Rush: How Gratitude is Driving Mortgage Sales

Raising the Stakes: Competing with Giants in the Age of AI and Consolidation

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