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CX

When AI Has the Answers, How Do Loan Officers Build Trust?

I bought one of those silicone microwave popcorn bowls recently and gave it a spin the other night. It took forever for the first ...
If AI becomes the borrower’s source of information, how does the loan officer remain their source of trust?
Strategies

What Building a House Is Teaching Me About Succession Planning

I’m building a custom house in another state, on top of a mountain. Every decision on my house has already been made. We’ve chosen ...
Succession planning usually breaks down not in the big decisions, but in the one dependency underneath it that nobody stress tested.
CX

Turning Borrower Referral "Likelihood" into Real Referrals

We had some plumbing work done this past week and I used the same plumber I’ve used several times over the years. He’s reliable, ...
What turns a mortgage borrower's willingness to recommend into an actual referral?
M&A

Mortgage M&A Value Drivers

Why do some mortgage companies command premium valuations while others with similar production volumes, revenues, or earnings struggle to attract buyer interest? The answer ...
Servicing, Strategies

Trust the Pass: Choosing the Right Mortgage Subservicing Partner

Every four years, the FIFA World Cup gives us a masterclass in human emotion: agonizing heartbreaks on the pitch, euphoric late-game winners, and a ...
How do mortgage lenders choose the right subservicing partner and ensure that partnership creates value rather than risk?
CX

Has the Mortgage Industry Been Chasing the Wrong CX Metric?

I was talking with a lender recently who proudly shared their Net Promoter Score. It was excellent, well above industry average. Naturally, they felt ...
Are mortgage lenders measuring all the right customer experience metrics to increase revenue?

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