This week our Star Letter goes to Mark Dryden for his comment under the article: How a digitised mortgage process could look and the broker journey.
He said: “Multi-channel? Recognising consumer wariness? A variety of engagement methods? This may need clarifying but there can be a tendency to silo consumers.
“What happens online, stays online? Probably not, but platforms that service and establish a digital relationship need to take into account the mobility of the consumer across the channels.
“In other words, I may start the process through a pure online or robo-advice silo, but can engage bots or even face-to-face (and back again) as my needs dictates – that’s a worthy goal.”