INTRODUCTION
The mortgage industry is in the midst of disruption that’s being caused by changing consumer behaviour and demands. Todays’ borrowers are more tech-savvy and more open to a complete digital experience. Customer experience is being redefined by other industries such as personal transportation (Uber), e-commerce (Amazon) and non-bank mortgage providers too are raising the bar. This is forcing banks to rethink the way to interact with customers, improve customer journeys and deliver seamless experiences. Heightened regulatory changes have strengthened, yet, have added complications to an already complex industry. Today, mortgage providers need to leverage technology to re-imagine and transform their business processes to build a consumer relevant mortgage business.