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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
CX

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 ...
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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
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 ...
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In the race for borrower loyalty, running smarter will not only keep you in the race, but help you win it.
October 2025
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 ...
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Hospitality in mortgage lending is a designed, operationalized framework that delivers care, clarity, and confidence every time.
September 2025
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 ...
Full Article
What do great customer experience leaders do differently?
August 2025

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