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Mortgage ecosystem: Keeping it simple and customer-centric

The US mortgage industry revolves around an ecosystem where several players collaborate through various technologies and tools to help customers achieve their home-ownership dreams. The uncertainties arising from this complicated landscape create a dissatisfied and frustrating customer experience. Hence, it becomes imperative to simplify this landscape to deliver enhanced customer experience.

Some ways to simplify the landscape would be:

·         Leveraging distributed ledger technology (DLT)

·         Exploring data aggregation services

·         Creating a property bureau

Firms must proactively identify the right blockchain technologies and processes and move to a customer-centric model that delivers transformative customer experience.

Ramani Balakrishnan

Senior business Consultant, Mortgage Practice, BFSI, TCS


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