MORNING ONE | Thursday 4th November 2021
CONNECTIONS & CHECK-INS
OPENING REMARKS BY THE CHAIRPERSON:
TOWARDS THE DIGITAL MORTGAGE: THE CENTRALITY OF BORROWER EXPERIENCE
Mortgages have historically been a profitable and steady business for banks and lenders: as such, investments towards customer experience were not prioritised. But the tide is turning: given a growing consumer utilisation of digital modes of interaction, improving mortgage customer journey and increasing engagement through technology have become a priority, and COVID-19 has accelerated this need. Though many lenders' existing monolithic core LOS represent a major barrier to integration with open APIs, the digitisation of the end-to-end experience has begun: from wowing the potential client with easy-to-use, interactive and omni-channel experiences at origination, to closing the loan through eSigning and eClosing, and finally, over the life of the loan easing the customer journey through straight-through processing of simple borrower requests, banks are going out of their way to improve borrower experiences.
1 Using smart data, technology and design to deliver better financial services
2 Why digital mortgages fail, and what it takes to transform failure into victory
PANEL DISCUSSION 1 Is it finally the perfect time for the mortgage industry to embrace the changes that have been discussed for years?
HALF TIME BREAK
4 Helping Generation Rent getting on the housing ladder
5 Twelve months after launching the first digital mortgage in Czechia: what have we learned?
6 What does it take to produce mortgage loans more efficiently and cost-effectively?
MORNING TWO | Friday 5th November 2021
RECONNECTIONS & WELCOME BACK
IS INNOVATION THE KEY TO UNLOCKING POST-PANDEMIC GROWTH?
Advancements in technology, intense competition, and changing customer expectations are just some of the trends reshaping the mortgage industry. Its human-sensitive and people-centric nature wasn't immune to the widespread uncertainties that COVID-19 has brought about: social distancing norms have accelerated the transformation of operating models, and paved the way for digital proximity. How can the impact on people, process, and technology be addressed? Lenders should prepare to handle new scenarios, new types of borrowers, and changing expectations by moving away from product-centric business models to customer-centric, purpose-driven, and ecosystem-based models, as bringing together all the stakeholders required to meet varied needs on a single platform can go a long way to create customer delight.
7 Applications of blockchain technology in land administration and housing sales procedures
AL-KARIM KARA | President & CEO | Land Title & Survey Authority of British Columbia, Canada
8 Digitising the mortgage process: connecting the dots between technology and human touch
9 Towards the mortgage market of the future: pursuing a successful digitisation and innovation strategy through collaboration with partners
PANEL DISCUSSION 2 Unwrapping the secrets of customer experience success in the mortgage industry
HALF TIME BREAK
10 Agile way of mortgage application processing, or things to do while developing digital and automated customer journey
11 Maximise customer onboarding success & KYC compliance
12 Enabling home ownership through innovation