Balancing Automation and Customer Experience
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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.
