Balancing Automation and Customer Experience

  • 00Days
  • 00Hours
  • 00Minutes
  • 00Seconds
Modern mortgage organizations have prioritized the customer experience (CX) through such investments in Point-of-Sale Systems, Mortgage Apps, Web experience, and Calculators. However, customer experience surveys have not improved drastically with such investments, leaving us to question whether the middle and end stages of the borrower journey are far more important than lenders previously realized. In the zeal to improve the front-office experience, the connectivity and alignment between the front and the back broke leaving customers with a fractured, frustrated experience.
In this forum, panelists will discuss the impact of middle- and back-office operations on the customer experience and how we can use automation to build a balanced, consistent customer journey from interest through engagement and closing. We will explore:
  • “Digital dissonance” and the fractured borrower experience
  • Turnaround times, automation, and the homebuyer waiting game
  • Automating communication beyond initial application- borrower engagement
  • Using automation to free up staff for more engagement strategies
  • Solving for compliance and closing delays
Join us for a comprehensive guide to automation, enriched by Arvest’s firsthand experiences and insights.


November 10, 2023


1:00 pm - 2:00 pm (EST)


Share This Event

Ryan Davis

Director of Process Improvement
at Arvest Bank

Ryan Davis has been the Director of Process Improvement at Arvest Bank since 2017, and he has over 20 years of experience in the banking industry. He leads Arvest’s efforts to leverage process improvement and intelligent automation across the enterprise. Prior to his current role, he worked at BOK Financial and at JP Morgan Chase in process improvement, loan operations, and operational risk management capacities. He is a Lean Six Sigma Black Belt and a Certified Public Accountant. He has a bachelor’s degree in accounting from Oklahoma State University and an MBA in finance from Indiana University.


Fill The Form