DENVER, Colo. — December 1, 2025 — Mortgage lenders and their technology partners are entering a pivotal moment as market conditions begin to shift, according to STRATMOR Group’s latest Insights Report. In the featured article, “Cultivating What’s Next: Preparing for Growth in 2026,” STRATMOR advisors outline how lenders can strengthen foundational operations, improve partnerships, and modernize their operating models to prepare for improving volume and rapidly maturing technology.
The report describes the industry’s transition from several years of “drought,” marked by stretched resources and outdated tools, to a more fertile environment where intentional preparation will determine which organizations thrive in 2026.
A central theme of the article is the need for lenders to modernize their operating models, particularly through strategic application of AI. Senior Partner Michael Grad notes the limits of the industry’s traditional approach, stating, “The traditional labor-intensive operating model is antiquated and ripe for transformation. It is painfully clear that you can’t cost-cut your way to growth and profitability.”
Grad emphasizes that successful transformation requires leadership alignment and disciplined execution, adding, “The inflection point is here. The question for every mortgage executive is: will you lead this change, or will you be left behind?”
The article highlights the importance of improving conference and partnership execution. Senior Advisor Sue Woodard points out that many vendors still fall into “bad conference habits,” such as inaccessible meeting locations, undifferentiated messaging, and inconsistent follow-up, behaviors that limit relationship-building and reduce ROI. Principal Amanda Gibson adds perspective on the shifting M&A landscape, noting that companies are now pursuing partnerships that align strategically and culturally, rather than deals driven primarily by distress.
Another major theme in the article is operational clarity. Senior Advisor Brett McCracken highlights the disconnect between intended workflows and actual day-to-day processes, emphasizing that lenders must understand real workflow behavior before investing in new technology or process redesign. His guidance reinforces the article’s broader message: lenders can only improve what they can truly see.
Also featured in this month’s Insights Report is “NPS Gold Rush: How Gratitude is Driving Mortgage Sales,” an article by STRATMOR Customer Experience Director Mike Seminari. He argues that while lenders invest heavily in new tools, automations, and lead-generation strategies, they often overlook their most powerful source of growth: past customers. According to STRATMOR’s MortgageCX data, borrowers who receive a simple, authentic expression of gratitude within six months of closing are significantly more likely to refer others and return for their next loan.
Seminari explains that many loan officers unintentionally neglect their past customers due to the industry’s constant focus on new leads and new technology. Drip campaigns and automated touch points often fail to create genuine connection, whereas small, personalized gestures — such as a short thank-you note or a check-in tied to something specific — can meaningfully strengthen loyalty. His article encourages lenders to build a consistent rhythm of authentic outreach, noting that even a few genuine messages each week can drive significant long-term retention.
Together, the two articles present a unified message: lenders cannot rely solely on new tools or improved market conditions to drive growth. Modernizing the operating model, clarifying workflows, strengthening partnerships, and using AI strategically will be essential. At the same time, lenders must deepen human connection with borrowers because customer loyalty remains one of the industry’s most powerful and under-utilized levers. STRATMOR’s November Insights Report makes clear that growth in 2026 will come from both operational transformation and intentional relationship-building.
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