The Digital Mortgage Future Starts Now

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12 November 2019

Creating Continual Improvements Towards a Customer-Centric Digital Mortgage Experience

Key research questions

  • How are competition, economic and Industry Issues driving the mortgage market?
  • What mortgage origination technologies are lenders adopting, and how much are they spending on each technology?
  • What new strategies do lenders need for channel distribution, customer segmentation, and serving the unique needs of millennials?


The traditional mortgage banking model is broken due to short-sighted strategy management of the business, underinvestment in technology relative to other areas of the retail bank, and the inability to reduce labor-based fixed costs that cause huge swings in revenues and profits across the lending cycle. Market conditions are worsening and lenders are reducing mortgage staff and closing back office operations centers. The mortgage market is at an inflection point where leading institutions will reassess their customer acquisition strategies, growth and risk management goals, and technology investments to profitably navigate the changing mortgage business cycle.