Adaptability Key to 2025 Lending Success, STRATMOR Finds

DENVER, Colo. — January 29, 2025 — STRATMOR Group’s latest Insights Report offers powerful guidance for mortgage lenders and technology solution providers to position themselves for success in the new year. In this month’s InFocus article, “Resolve to Evolve: Actionable Insights to Thrive in 2025,” STRATMOR advisors share the most crucial steps mortgage leaders should take to ensure continued growth and innovation.

The insights focus on key strategic areas such as comprehensive experience testing, data-driven decision-making, technology optimization, and enhanced customer experience strategies. STRATMOR advisors highlight the need for mortgage lenders to thoroughly assess their current operations, leverage emerging technologies like AI and machine learning, and develop more robust customer outreach programs.

The report comes at a crucial time for the mortgage industry, with STRATMOR Group entering its 40th year of providing strategic guidance.

Some of the key takeaways include:

• STRATMOR Principal Dennis Trent emphasizes the transformative potential of artificial intelligence, suggesting that AI and machine learning can revolutionize mortgage processes by improving operational efficiency, reducing costs, and enhancing scalability. Trent’s recommendations include careful strategic planning, workforce preparation, and maintaining regulatory compliance while adopting new technologies.
• Senior Advisor Sue Woodard advises that companies take small, actionable steps toward achieving business goals for enduring success. “Consistency is usually more important than intensity, so prioritize building sustainable habits by making small, steady progress toward your objectives,” Woodard notes.
• STRATMOR Principal Kris van Beever cautions against hasty technology changes. A comprehensive technology analysis can often uncover opportunities for optimization within existing systems, saving both time and money. “In fact, many operational inefficiencies stem from people, processes, or workflows rather than the technology itself,” van Beever says.

In a second article, “The Case for CX ROI: Seven Ways CX Can Boost Your Bottom Line,” Customer Experience Director Mike Seminari draws parallels between the wine business and the mortgage industry. “In the world of wine, it’s universally understood that no amount of marketing or high-tech tools can overcome a poor consumer experience when it comes to enjoying that first sip,” Seminari says. “Similarly, in the mortgage industry, the experience a customer has with a company is the key determinant of its success or failure.”

According to Seminari, many mortgage businesses often prioritize cutting-edge technology and high-profile marketing strategies over the more subtle yet impactful focus on customer experience. “What if the greatest return on investment (ROI) lies in enhancing how businesses serve their clients? What if improving CX could be the strongest, most sustainable growth strategy for 2025 and beyond?” he asks.

Seminari’s article outlines seven key strategies for improving customer experience that will not only build stronger relationships with clients but also deliver tangible financial returns in the coming year.

Click here to read the January 2025 edition of STRATMOR’s Insights Report.

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