One of the things that caught my eye in the Institute of Customer Services UK’s (UKSCI) most recent report on customer satisfaction was the suggestion that a growing number of customers are prepared to pay more for improved service.

I recently took part in a session at the UK Finance Annual Mortgage Conference on technology in the mortgage space. In the first of two blogs, I’m going to explore how technology plays a big role in customers’ experience and their journeys by answering questions that came up during the session.

In the second of two blogs following on from a discussion on technology in the mortgage space at the UK Finance Annual Mortgage Conference, I’m exploring the challenges the industry is facing with adopting tech and how it could make better progress by answering more questions that came up during the session.

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Lenders who do more to use technology to improve customer experience are likely to gain a significant competitive edge over their rivals, according to a survey of mortgage brokers by Capita.

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February saw the first of three scheduled ‘innovation open days’ in 2019. Guests from up and down the country attended, representing many of the UK’s top brands, from multiple industry sectors.

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