-
While COVID-19 pushed digitization to the forefront of lending, a majority of borrowers still want some degree of human interaction, according to a survey by ICE Mortgage Technology.
May 13 -
There is an emotional and human aspect in all relationships and that holds true for the bond between individuals and brands. The COVID-19 pandemic has brought both the strengths and weaknesses in customer experience under the spotlight. This episode will focus on how connecting with customers and ensuring they have a positive experience with a company is paramount, particularly in a pandemic-driven world. Join our host, Brooke Worden, President of The Rudin Group and guest speaker, Virgil Miller, Chief Operating Officer of Aflac U.S. and President of Aflac Group in a discussion that will highlight how and why Aflac is emphasizing three key aspects of the customer experience in 2020.
December 11 -
-
-
In too many places, identity verification and other vetting is still done manually, says Signicat's John Erik Setsaas.
October 19Signicat -
Customers' needs and expectations changed drastically in 2020, overturning conventional thinking about their experience in the process. How can we strike the right balance between embracing digital channels and recognizing the value of human touch?
October 15 -
The pandemic has exacerbated delays and inefficiencies in loan manufacturing, while adding to security risks.
October 14Kofax -
-
An internally built system called Advanced Listening analyzes phone calls, emails, text messages and more, identifying possible compliance violations, systemic issues and opportunities to improve processes, products and customer service.
August 20 -
The annual survey and ranking of mortgage servicers found that while trust is increasing, borrowers were frustrated with some digital interactions and long wait times with call centers.
July 30