Mortgage advisers are poised to lead the way with a digital customer journey process, according to Mortgage Brain.
Around 80% of attendees surveyed at its 2017 series of Mortgage Vision events said that creating a digital customer journey is important or very important for their business.
Mortgage advisers in the South West appear to be best prepared for the digital drive with 60% of respondents at Mortgage Brain’s Winchester event saying they didn’t need any help in improving their customer’s digital journey.
By comparison, 90% of Mortgage Vision respondents in Newport, South Wales, said they do need help, followed by 85% of respondents in Leeds, 80% in Birmingham and Watford and 60% in London.
Mark Lofthouse, CEO of Mortgage Brain, said: “The influence of the digital age and the customer journey is clear to see with the vast majority of advisers at our Mortgage Vision events saying the adoption of a digital customer process is an important part of their business offering.
“While the appetite for digital advice solutions is strong, the majority of advisers we spoke to are looking for help in improving their own digital customer journey. The good news is that with limited effort, single or multi-adviser firms can create a digital solution using the technology that’s already available to them.”
“Mobile apps, interactive websites with mortgage calculator plug-ins, online secure client portals, digital fact finds and information sharing, and digital application submission, for example, can all be brought together to smooth the customer journey and enable advisers to offer a modern and flexible digital mortgage advice process.”