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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 ...
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.
CX

Running Smarter: How Benchmarking Turbo-Charges Servicing Retention

A couple years ago, I decided to “get back into running.” I got a Fitbit and some new running shoes and decided I’d dip ...
In the race for borrower loyalty, running smarter will not only keep you in the race, but help you win it.
Strategies

Why Mortgage Needs a Systematized, Human-Centered Redesign

Last week, several of us from STRATMOR attended the Welcome Conference in New York City. For those who haven’t been, it’s the most influential ...
Hospitality in mortgage lending is a designed, operationalized framework that delivers care, clarity, and confidence every time.
CX

What Top CX Leaders Do Differently

A few years ago, I visited a small boutique hotel on a business trip to Boston. It wasn’t flashy—no rooftop pool or Michelin-starred restaurant—but ...
What do great customer experience leaders do differently?
Strategies

Operationalizing Mortgage Servicing for the Future

In last month’s article, “Checkmate or Checkpoint? Rethinking the Role of Mortgage Servicing,” we challenged the traditional view of mortgage servicing as a passive, ...
How can mortgage servicers turn strategy into action amid rising digital expectations, regulatory flux, and MSR volatility?
CX

Leverage CX to Grow Mortgage Revenue

Back in my college days, I had the bright idea of cutting my own hair to save money. So, I borrowed my roommate’s clippers ...
Whether it’s your hairline or your bottom line, a little impulsive trimming can do more harm than good if you don’t think a few steps ahead.

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