I love a good business book. Before lockdown, my old favorites were sitting comfortably on the bookshelves, while the newer arrivals were busy piling up on the floor — ready to trip up my teenage sons when they returned late at night. During lockdown, I read through the pile and
How do you meet the expectations of consumers conditioned to expect empathy, convenience, and responsiveness when they engage with you? Introducing the Digitally Empowered Contact Center (DECC), an end to end contact center solution supporting all interaction channels of their choosing, guided by Intelligent Automation focussed on resolving customer request
Today’s borrowers expect the same speed, convenience and personalization from their lenders and servicers as they are used to with leading retailers such as Amazon and Apple. A recent McKinsey survey reveals that for most borrowers ‘exceptional customer experience’ is almost as important as getting the ‘best rate’. As digital
The cost of failing to meet customer expectations can be high – 54% will switch to a new brand or company for better customer service.
The need to meet evolving customer expectations is driving digital transformation in the mortgage industry. McKinsey research indicates that about 60 percent of both purchase and refinance borrowers would be open to the idea of completing their entire mortgage application online, without a call or in-person support. Also, customers want
Sourcepoint Solutions in lieu of Sourcepoint, Inc. NMLS #266274
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