A customer experience playbook for the $14T servicing industry
Briefly

For the past three decades, the author has been advocating for mortgage servicing innovation that prioritizes the customer experience. They joined Sagent because of their focus on the customer and their goal to fundamentally change the dynamics of America's housing ecosystem. The future of servicing lies in a simplified, single user experience (UX) that allows all stakeholders to access relevant details in real-time.
A precise focus on the customer experience should be a core tenet for all in servicing... providing a superior customer experience.
Operational excellence is a priority for servicers, which involves reducing operational costs, maintaining compliance, and delivering a superior customer experience. This includes offering self-serve options for homeowners to handle tasks on their own while still having the option to connect with a human for assistance. Effective digital tools will enhance borrower engagement rather than hinder it.
Operational excellence is a major priority... that effective engagement with borrowers not push it away.
Read at www.housingwire.com
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