Customer experience

Ally wants to increase productivity and improve the use of analytics to build on customer relationships.

A Western Union survey claims consumers are unable to tell the difference between humans and interactive voice response or artificial intelligence when needing customer or payment assistance, but their responses may say otherwise.

Only a fraction of mortgage borrowers return to their servicers to originate or refinance a mortgage loan, and it may be the industry's fault for not exhausting enough effort to keep them around.

The bank says it has restored access, but it hasn’t explained how a fire-suppression system at one facility could cause a nationwide outage across all of its channels, or how its system as a whole could have been left so vulnerable to the incident.

Customers reported being unable to access online banking, mobile banking or their debit cards.

Mortgage and real estate professionals are navigating new technology to support a better consumer experience and grow their customer base, but those who lose sight of the end goal are in danger, according to Remax CEO Adam Contos.

Current housing market conditions are sending the real estate and mortgage industries back to the drawing board to craft strategies ultimately in support of customer acquisition and retention at a time when competition is tight.

From Provo, Utah, to Dallas, here's a look at 10 housing markets with the youngest average consumer age.

The growth of digital mortgage origination channels has improved customer satisfaction with the process, but consumers still want personal interaction at some point, according to J.D. Power.

Larger mortgage companies are paying less than other creditors when fraud occurs, but the expense is still detracting enough from their revenue to cause concern.

ReverseVision and Stratmor Group are building a benchmark for Home Equity Conversion Mortgages that could help determine how well these Federal Housing Administration loans serve seniors.

Atlantic Home Loans CEO Ed Buchser expects his company to stay relevant in years to come, and he's tapping technology to help him get there.

Teresa Blake, managing director of business optimization at KPMG, explains how top mortgage lenders phase in their digital mortgage capabilities and where new industry innovations are headed.

Sometimes reaching underserved borrowers takes experimenting with changes to the mortgage finance system. That's why Fannie Mae and Freddie Mac are working with lenders to test innovative loan products that meet borrowers' evolving needs.

Despite digital mortgage advances, borrowers think it still takes too long to get a loan, J.D. Power finds in its annual customer satisfaction ranking of originators.

Some banks are looking at how to translate the complicated and document-heavy mortgage lending process into the digital world of voice-interactive personal assistants.

Financial firms say the database is unreliable and would like to see it removed from public view. But the industry would also lose access to competitive insights that can be gleaned from the massive trove of consumer complaints.