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Venue

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Harbor Beach Marriott
Resort & Spa

3030 Holiday Drive
Fort Lauderdale, FL 33316
Tel: (800) 222-6543

Monday, November 18, 2013

1:00 p.m. - 3:00 p.m.

PRE-CONFERENCE WORKSHOP: LISTEN TO THE VOICE OF THE CUSTOMER - WHAT IS IMPORTANT TO BORROWERS AND HOW CAN TECHNOLOGY HELP TAILOR A BETTER CUSTOMER EXPERIENCE TO CAPTURE MORE VOLUME?

Lowell Alcorn Managing Director, PWC
Roberto Hernandez Partner, PRICEWATERHOUSECOOPERS LLP

If refinance volumes continue to decrease and regulations limit product differentiation, customer experience becomes a key differentiator for mortgage originators. Understanding customer segmentation and the key needs and expectations for customer segment will be the first step to increasing market share and high closing rates. Mortgage originators must configure their technology and operations to execute on the experience of each customer segment.

PwC has surveyed over 700 prospective and existing mortgage borrowers to capture their customer experience preferences related to the mortgage origination process. The responses were analyzed to develop four primary customer segments and to determine key experiences each segment views as critical to meeting their expectations and needs.

This workshop will present the results of the survey and explore how technology can support a better customer experience for each segment. In addition, we will conduct a short brainstorming session with all workshop participants on what technology changes will be needed to execute a better customer experience.

Key takeaways: Attendees will receive PwC's survey publication and have the opportunity to brainstorm with their peers as well as receive PwC's insights on developing technology changes to execute a better customer experience.

An additional rate of $149 is applicable in order to attend. Must be a paid registered attendee to qualify.

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