Tech Tools for Employees Matter Just as Much as Those for Customers

Want to improve the customer experience? Start by making the employees' tools better.

Improving the employee experience — which is still saddled with many manual processes — is "just as important" as making the user experience better, John Harrell, vice president of product management with USAA, said at SourceMedia's Digital Mortgage Conference on Thursday.

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Roostify CEO Explains Why Consumer-Direct Mortgage Lending Is Dead

With borrowers increasingly expecting nothing less than an online, self-service mortgage process, the line between the consumer-direct and retail lending channels has blurred. In an industry where value is often demonstrated through a high-touch experience, lenders must treat self-service technology as a tool that facilitates, rather than defines, the customer experience.

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