The finance industry – in the shape of day to day banking - has led in digital transformation and innovation with apps and instant transactions.

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.

Could a ‘green’ mortgage be the way forward for homeowners who wish to make changes that will cut down on their energy bills, but who can’t afford the expensive building work?

At Capita, we understand the importance of empathy. We met with financial services leaders to explore how we can support vulnerable customers and create better outcomes.

Motor finance industry ripe for disruption - new white paper

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.

Over the past two years, Covid-19 has been a massive burden for us all for a multitude of reasons. But it’s only now that we’re truly dealing with the shock that the pandemic has caused to the world economy and the harsh financial reality that we face.

Developments around Open Banking bring exciting opportunities for the industry and consumers, but we must ensure they drive a step change in the customer experience, not just a technology change, writes Pete O’Connor, Managing Director of Capita Mortgage Software Solutions.