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.
Evolving customer expectations are a modern day reality for mortgage companies. Customers reported significant declines in satisfaction in 20171 due to their mortgage servicer’s focus on profitability rather than customer experience. With a greater number of millennials (who demand transparent digital engagement) entering the mortgage market, the need to transform
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