How To Report

Improve The Mortgage Experience With Customer Lifecycle And Process Maps

A Framework To Help Lenders Fix Business Processes

February 3rd, 2022
Zhi-Ying Barry, Senior Analyst
Zhi-Ying Barry Senior Analyst
With contributors:
Oliwia Berdak , Leslie Joseph , Aurelie L'Hostis , Alyson Clarke , Seles Sebastin , Bill Nagel

Summary

Record-low interest rates and consumer optimism are driving a surge in mortgage demand. While this is good news for mortgage lenders, it has also exposed gaps in lenders’ processes and their inability to scale the mortgage application process while maintaining a high-quality customer experience (CX). This report provides frameworks and process maps to help CX and business process professionals assess their underlying business processes and gaps and plan next steps to improve their mortgage CX.

Want to read the full report?

Contact us to become a client

This report is not available for purchase at this time.

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.