Podcast appearances and mentions of joe welu

Want to Host Realtor Classes That Fill Seats & Build Your Business—Without Doing It All Yourself?If you're a mortgage professional looking to attract more Realtor partners, grow your pipeline, and establish yourself as a trusted expert, myAgent Classes is your shortcut to success.See if myAgent Classes is the right fit for you.Schedule a Call with Geoff ASK GEOFF A QUESTIONAsk Your Question HereEpisode Summary:CEO and Founder of Total Expert, Joe Welu reflects on the evolution of customer expectations in the financial services industry over the past seven years. He emphasizes the importance of customer retention and loyalty, highlighting how data and technology can enhance customer engagement. Three Key Takeaways:1. Client Retention Is the New BattlegroundMost lenders retain less than 20% of past clients, while leaders like Rocket approach 85%. The difference isn't just in technology—it's in having a consistent, disciplined customer journey that starts before the next transaction is even on the radar.2. Consistency Beats ComplexityTop-performing LOs and lenders win not by doing more, but by doing the right things consistently—like building automated, intelligent customer journeys that trigger the right message at the right time, without relying on manual follow-up.3. You Don't Need a Call Center to CompeteWith today's tech, even individual originators can run plays that mimic large, high-retention teams—thanks to tools that automate outreach, monitor customer intent, and surface high-value opportunities already in your database.Connect With Joe on LinkedIn Learn More About Total ExpertCONNECT

Today's guest is Joe Welu, founder and CEO of Total Expert. Since launching the business in 2012, Joe has led the business from startup to industry leader – trusted by more than 200 leading financial institutions. Total Expert is a five-time recipient of HousingWire's Tech100 award and Joe is a multi-year recipient of the HousingWire Vanguard Award.  During today's conversation, Joe explains the early lenders and partnerships that helped shape Total Expert's platform and success, as well as his strategic approach to building and evolving the leadership team. Joe shares his insights on AI not as a trend, but as a tool used to increase productivity and better enhance customer engagement. He also discusses generational trends in homeownership and the opportunities that he sees for lenders to nurture future homeowners.  Here's a glimpse of what you'll learn: Delivering the perfect customer journey is key to success in the mortgage industry Prioritizing excellence and making necessary changes to the leadership team are crucial for growth Nurturing and educating potential homebuyers can lead to long-term success for lenders AI has the potential to revolutionize the mortgage technology ecosystem, but it must be used strategically and with a focus on outcomes.  Related to this episode: Connect with Joe on LinkedIn Total Expert Total Expert, Polly aim to help a lender identify customer opportunities faster The Gathering HousingWire on YouTube Enjoy the episode! The Power House podcast is a show about leadership, markets and entrepreneurship in the housing industry. Each Thursday, Clayton Collins speaks with CEOs and founders from the mortgage and real estate sector to reveal how housing executives think about business growth, operational strategy, and leadership. The Power House podcast reveals the full picture through the stories of the industry's most impactful leaders. Clayton Collins is the CEO of HousingWire, and the Power House podcast is produced by HousingWire's Content Studio. Initially launched in 2019 as the Housing News podcast, the show was relaunched as Power House in 2024. Learn more about your ad choices. Visit megaphone.fm/adchoices

Join Total Expert Founder & CEO Joe Welu and VP Partner Ecosystems Patrick Hanley as they discuss the invaluable insights and they took away from experts across the technology and financial services industries while at #Dreamforce2023. As a proud Salesforce partner, we're excited to share our experience from another incredible event. We'll also discuss the strength of the Total Expert and Salesforce partnership and how it unlocks value and offers the best possible solution for joint customers.

We're halfway down 2023. For anyone who knows how to stay afloat in the mortgage space, that means keeping yourself abreast of what happened and what trends to expect. In this episode, Joe Welu interviews Julian Hebron, the founder and CEO of The Basis Point, to give us a closer look at the mortgage space in mid-2023. Is the worst over despite the recent challenges and rising interest rates? Will we see a potential improvement in the next six to 12 months? Julian shares his data-driven insights, helping you navigate across issues in the lending and mortgage market—from lender profitability to affordability challenges for homebuyers. Keep your eyes open for the market realities and the constantly changing landscape of the space. Tune in to not only readily take on the hurdles your way but also the opportunities to drive your success!

Unique challenges and technological transformations are reshaping the insurance industry as we know it. How should agencies position themselves to benefit from these changes? Join host Joe Welu as he engages in a dynamic discussion with industry experts Chris Cline and Ilya Filipov. The conversation focuses on the lack of proactive communication from agents and the delicate balance between over-communicating and avoiding notice of rising costs. It emphasizes the importance of education, engagement, and offering advice to customers, along with leveraging technology to provide valuable insights and better serve clients. They also address the potential of artificial intelligence in the insurance industry, debunking misconceptions and cautioning against relying solely on general-purpose AI models. They highlight the significance of industry-specific AI applications tailored to the insurance vertical, which can enhance the roles of agents and carriers. Join the conversation to gain insights into collaboration within the insurance industry and the evolving role of talent in leveraging AI technology for efficiency and customer satisfaction.

Joe Welu, Founder and CEO of Total Expert, discusses banks failing to engage new and existing housing customers. Entrepreneurs Cheri and Tracey Syphax discuss how people can find their "second act" and live boldly and abundantly at every age. Hosts: Carol Massar and Madison Mills. Producer: Paul Brennan. See omnystudio.com/listener for privacy information.

There are a lot of changes in the housing industry right now, and with all the layoffs and right-sizing going on, it's easy to feel like the industry is going through a downturn. But reframe that and think about it as an evolutionary process. In this episode, Joe Welu and industry leader Clayton Collins discuss how the current adjustments are pushing mediocre players out and concentrating the market share to the top players, and how this will ultimately result in better service for the end customer. This is a sensitive topic to talk about as a lot of us know someone who has been affected by these cost structure adjustments. But in reality, lending and real estate companies who were quick to right-size their workforces will find themselves in a better position as the market comes back up. Tune in and learn what's separating the wheat from the chaff and what essential elements you need to have to be included among the top players in the industry and ultimately the winners of this evolutionary process.

The journey to the top is not all about peaches and rainbows. After all, to reach the top, you have to start from the bottom and go through steep inclines. This metaphor perfectly illustrates what Shant Banosian had to go through. Before he became a top loan originator, Shant started somewhere and went through experiences that may not be the most pleasant life has to offer. How did he rise above that and reach the pinnacle of success? He bares it all in this conversation with Joe Welu on ExpertInsights. Join in and learn how you can go a long way as long as you learn how to take the right risks, focus on what you can control, strive to become a better version of yourself every day, and most importantly, surround yourself with people who will help you along this journey to the top.

Headlines were flooded with the news of the Silicon Valley Bank (SVB) collapse, leaving consumers with questions and uncertainty. Banks and lenders, on the other hand, are trying to restore consumer confidence and make the next best move. Total Expert's James White and Dan Catinella join host Joe Welu in this episode to make sense of the news, break it down in simple terms, and outline the opportunities. James and Dan offer tactical advice for banks and lenders on how they can lead with education and advice when engaging with their customers. As the saying goes, “Never waste a crisis, but rather lean into the growth opportunity.”

The lending industry can definitely benefit from customer intelligence, which uses data science, machine learning, and artificial intelligence to gain insights about customers and how they can be served better. In today's episode, Total Expert CEO Joe Welu joins David Lykken and shares the innovative solutions of the Total Expert fintech system. Joe explains how data-driven businesses take the lead in today's lending market. Tune in to find out how to take advantage of customer intelligence, data science, and AI to drive any financial services business forward.

Consider this episode your one-stop shop for top strategies and tactical methods to help your organization drive deal flow and become a growth engine. In this special three-part feature episode, Total Expert's Chief Lending Officer Dan Catinella joins Joe Welu and discusses how to create growth opportunities. Discover how to (1) protect your pipeline and improve conversions, (2) become a customer-for-life company, and (3) elevate the quality of your communications. With the purchase market showing no signs of slowing down, implementing these best practices will enable your organization to thrive in 2023 and beyond. Don't miss this opportunity to gain valuable insights and take your business to the next level.

The industry has shifted where we now have to rely on tech and innovation to create opportunities and ride the changing tides. However, the drawback is it keeps our heads in the sand. What we need is to raise the standard. In this episode, Katherine Campbell, Chief Digital Officer for Assurance Financial, sits down with Joe Welu to discuss how we can do that and be pioneers. She talks about building a tech stack to help us stand out from the pack. Addressing the challenges that may come our way, Katherine also gives her insights on getting buy-in from your teams, overcoming resistance, and pitching adoption of tech. Join this conversation as you learn more about navigating the future of the industry.

Guess who's back? Fintech evangelist Sue Woodard joins Joe Welu here in Expert Insights studio again, this time to discuss how banks and lenders evaluate their tech stack in today's macro environment. Sue shares the biggest pain points of lenders in choosing and implementing the right technology, the key components lenders miss during the process, how tech providers can be seen as more than just another vendor, and more! Tune in now to know if it's all tech stack or “franken-stack”!

Prioritization is more important than ever as lenders look for ways to grow their businesses. Customer acquisition will certainly be a key component in this regard. Fintech evangelist Sue Woodard joins Joe Welu in the Expert Insights studio to discuss the top priorities for lenders in 2023. She explains how to operationalize the right things in your organization and offer consumers with high-quality advice to help them make their homeownership dreams a reality. They share the mindset that will allow lenders to win in any market and keep their customers coming back for life. Tune in for their insight.

Named the 2022 Digital Banker of the year by American Banker, Allan Rayson has an impressive track record guiding financial institutions to success, sitting at the intersection of fintech and banking. Having most recently built Encore Bank's tech stack from the ground up, Allan joins host Joe Welu to share his journey, lessons learned, and how banks can navigate ever-changing markets while building lifetime relationships.

Episode 6 of the Creating Superfans podcast is a special one because I got to chat with the founder and CEO of Total Expert, Joe Welu. Joe transformed the company from a tiny startup developed in the basement of his real estate office to an organization with over 300 employees that powers customer engagement for 200 financial institutions, including 15 of the top 25 U.S. banks and lenders. Joe shares with us the importance of staying grounded in the tech industry and how you can balance software with the human touch to power meaningful interactions at scale. Show Notes3:00 - How Joe developed Total Expert from the basement of his real estate office!3:33 - How Joe expanded on his original idea of bringing lenders and real estate agents together5:34 - How Total Expert balances technology and the human touch at scale 7:54 - The #1 core value of Total Expert and how it powers the infrastructure of their platform9:00 - How Joe would respond to teams that are hesitant to implement and learn a new software 10:12 - Why it's important to start with the outcomes when making product decisions11:08 - How you stay grounded in tech without going overboard with functionality and features12:40 - For Total Expert's customers' customers - those that are buying homes or making financial decisions - what are the most important aspects in creating excellent client experiences?14:53 - The mindset shift that separates Total Expert from many other businesses16:05 - Why creating an exceptional employee experience is critical for the customer experience17:00 - What does customer success really mean? 19:40 - How the velocity of change for consumers is impacting businesses21:25 - How financial services is behind eCommerce when it comes to data-driven recommendations23:35 - Why it's imperative, especially in financial services, to use customer data in an ethical way27:57 - As a customer, what's a brand that went above and beyond and really delighted Joe?29:49 - What's one piece of advice that Joe has for anyone that's trying to improve their customer experience? Learn more about Total Expert.

Returning from the biggest conference on digital strategies for the banking industry, James White, industry principal for banks and credit unions at Total Expert, joins Joe Welu to break down the key themes and takeaways from The Financial Brand Forum conference. Tune in as they discuss where banks and credit unions are focusing their attention heading into 2023 and how they can outpace their competitors with a memorable customer and member experience.

Returning from the biggest conference on digital strategies for the banking industry, James White, industry principal for banks and credit unions at Total Expert, joins Joe Welu to break down the key themes and takeaways from The Financial Brand Forum conference. Tune in as they discuss where banks and credit unions are focusing their attention heading into 2023 and how they can outpace their competitors with a memorable customer and member experience.

As mortgage lenders face market uncertainty among rising interest rates, there's no question lenders need to play offense to help get consumers into their dream home. Traci Huntemann-Piatt, vice president of marketing at Envoy Mortgage, joined Joe Welu to discuss how she is leading her team to tackle the market, how to remain nimble, and how to go "back to the basics" to mine your database and uncover new opportunities.

As mortgage lenders face market uncertainty among rising interest rates, there's no question lenders need to play offense to help get consumers into their dream home. Traci Huntemann-Piatt, vice president of marketing at Envoy Mortgage, joined Joe Welu to discuss how she is leading her team to tackle the market, how to remain nimble, and how to go "back to the basics" to mine your database and uncover new opportunities.

The mortgage industry continues to experience its fair share of shake-ups. As the fed raises rates and we're seeing consumer sentiment at all-time lows, trusted financial advisors are needed now more than ever to help consumers navigate choppy waters. In this episode, Total Expert Chief Lending Officer Dan Catinella joins Joe Welu to break down all of the recent headlines and find the silver lining among tumultuous times.

The mortgage industry continues to experience its fair share of shake-ups. As the fed raises rates and we're seeing consumer sentiment at all-time lows, trusted financial advisors are needed now more than ever to help consumers navigate choppy waters. In this episode, Total Expert Chief Lending Officer Dan Catinella joins Joe Welu to break down all of the recent headlines and find the silver lining among tumultuous times.

Show Notes Joe Welu Fiercely committed to building Total Expert into a world class technology company through incredible people and a relentless focus on innovation and getting better every single day. I have dedicated my life to staying ahead of trends and creating incredible value for our customers as CEO of Total Expert. Areas of Expertise: -Digital transformation in financial services -SaaS/Fintech -Sales and Marketing leadership and strategy -Customer Loyalty -Real Estate and Mortgage Lending   We talk about How did you land your first major customer? Why is it important to define what is “customer success”?  What questions should be asked? How many customers does one need to have to know they have found product market fit for what they are making? How long was your company around before you felt that a distinct business culture had been formed? How can a company go about utilizing their customers data? And much more     Connect with Joe Welu https://www.linkedin.com/in/joe-welu-4056726/ joe@totalexpertinc.com TotalExpertInc

Lance Lemoine, president of the mortgage division at Evolve Bank and Trust, stops by Expert Insights to talk with host Joe Welu about how Evolve is modernizing its business. During the conversation the two discuss the bank's incredible retention rates, staying relevant in the current financial climate, and making data-driven decisions.Key Takeaways:[01:58] Background on Evolve Bank and Trust[03:28] Lance's story and secret to success[05:56] Sales and retention at Evolve Bank and Trust[07:26] Serving your people and the customer[09:20] On being data-driven and discussing best practices[11:23] What it means to be a modern bank, and Evolve's vision for the next decade[14:15] Stay relevant to stay alive[17:16] Lance's thoughts on the current market cycle

Lance Lemoine, president of the mortgage division at Evolve Bank and Trust, stops by Expert Insights to talk with host Joe Welu about how Evolve is modernizing its business. During the conversation the two discuss the bank's incredible retention rates, staying relevant in the current financial climate, and making data-driven decisions.Key Takeaways:[01:58] Background on Evolve Bank and Trust[03:28] Lance's story and secret to success[05:56] Sales and retention at Evolve Bank and Trust[07:26] Serving your people and the customer[09:20] On being data-driven and discussing best practices[11:23] What it means to be a modern bank, and Evolve's vision for the next decade[14:15] Stay relevant to stay alive[17:16] Lance's thoughts on the current market cycle

President and COO of FinLocker Brian Vieaux joins Joe Welu on Expert Insights to discuss going beyond a transactional mindset and delivering value to consumers by helping them prepare for life's biggest financial decisions.Key takeaways: [00:55] Brian's background and FinLocker story[05:16] Financial health and wellness, and enabling customer success[08:26] Engaging up-funnel and empowering the modern consumer[14:37] Most innovation is focused on the transaction[18:24] The Struggle of being a B2B2C platform[21:56] The importance of consumer control over their data[26:52] Possibilities with FinLocker and data management with a privacy-focus

President and COO of FinLocker joins Joe Welu on Expert Insights to discuss how to go beyond a transactional mindset and deliver value to consumers by helping them prepare for life's biggest financial decisions. Key takeaways: [00:55] Brian's background and FinLocker story[05:16] Financial health and wellness, and enabling customer success[08:26] Engaging up-funnel and empowering the modern consumer[14:37] Most innovation is focused on the transaction[18:24] The Struggle of being a B2B2C platform[21:56] The importance of consumer control over their data[26:52] Possibilities with FinLocker and data management with a privacy-focus

Jason Henrichs of Alloy Labs talks with Expert Insights host Joe Welu about the state of FinTech in 2022. Alloy Labs interacts with many banks that are in the middle stages of digital transformation, and Jason outlines opportunities for the future of banking institutions growing to fit the modern needs of customers.

Jason Henrichs of Alloy Labs talks with Expert Insights host Joe Welu about the state of fintech in 2022. Alloy Labs interacts with many banks that are in the middle stages of digital transformation, and Jason outlines opportunities for the future of banking institutions growing to fit the modern needs of customers.

Steve Jacobson, the founder and CEO of Fairway Independent Mortgage Corporation, joins Joe Welu on Expert Insights to share his perspective on the mortgage industry, what it takes to build a culture with a growth mindset, and his vision for Fairway for the next five years.

Steve Jacobson, the founder and CEO of Fairway Independent Mortgage Corporation, joins Joe Welu on Expert Insights to share his perspective on the mortgage industry, what it takes to build a culture with a growth mindset, and his vision for Fairway for the next five years.

Joe Welu is the founder and CEO of Total Expert, the fintech software leader that launched the first customer experience platform purpose-built for modern financial institutions.  Since 2015, Joe has led Total Expert's vision, culture and growth to nearly 300 employees today.  The company powers RM, marketing and customer engagement for more than 150 companies-from leading community banks and credit unions, to 3 of the nation's top 10 banks, and 9 of the top 15 mortgage lenders.  Total Expert's growth has skyrocketed since its inception; in 2020 alone, it ranked #17 in the Inc. 5,000 Most Successful Companies in the Midwest, #3 in the Minneapolis/St. Paul Business Journal's 2020 Fast 50, and #82 in the Deloitte Tech Fast 500. Key Takeaways Is the level of service still the differentiator in financial services and banking? Why most financial service organizations and banks are still unable to bridge the gaps and capitalize on the full potential of a great customer experience How banks and financial institutions can leverage the huge amounts of data they receive into designing a customer journey mapCombining the C.X data, CRM data, and the leading data so that organizations can have a better customer lifetime value, whilst taking into account the dynamic ever-evolving nature of the customer's profileWhy companies should revisit their customer profile more often;How change has affected the customer's way of thinking, their behavior, and ultimately the way they interact with a product or a service, and that's Relationship building via quality communicationHow Joe and his team address the knowledge gaps or the process gaps present in an organization.  Connect with Joe LinkedIn - https://www.linkedin.com/in/joe-welu-4056726/  Website - https://totalexpert.com/  Twitter - https://twitter.com/TotalExpertInc 

More than ever, delivering banking experiences rooted in personalized engagement is an expectation from every customer. More than just a requirement for communication, financial institutions must also develop personalized, tailored products for the customer segment that they're going after. Consumers are increasingly diversifying who their financial relationships. If you don't know your customer, understand their needs and deliver value with each engagement, trust and loyalty will be damaged. I am excited to have Joe Welu, founder and CEO of Total Expert on the show today. Joe shares how banks and credit unions are differentiating their organizations by knowing what customers want before they do. This episode of Banking Transformed is sponsored by Total Expert Total Expert delivers purpose-built CRM and customer engagement for modern financial institutions. The Total Experience Platform unifies data, marketing, sales, and compliance solutions to provide a cohesive experience across the customer lifecycle. Total Expert turns customer insights into actions to increase loyalty and drive growth for financial institutions. For more information visit totalexpert.com This episode of Banking Transformed is sponsored by Microsoft: See how Microsoft can help to unlock new opportunities at speed through innovative business models, deliver differentiated customer experiences across channels, products and services, and redefine new ways of working. More at Microsoft.com/financialservices

In this episode, Dart Bank President and CEO, Bill Hufnagel, joins Expert Insights' host, Joe Welu, to share his vision for Dart Bank and how he is leading the bank to be values-based and high tech, high touch.

In this episode, Dart Bank President and CEO, Bill Hufnagel, joins Expert Insights' host, Joe Welu, to share his vision for Dart Bank and how he is leading the bank to be values-based and high tech, high touch.

The key to deep relationships and customer success? Host JP Nicols and Joe Welu, CEO and Founder, Total Expert have an insightful conversation. CRM and the process are often misunderstood but done properly can lead to an incredible customer journey and deep relationships that help customers, while also enabling you to cross-sell the right offerings to give customers what they need — offering the right products at the right time. Cross-selling can be an ugly word, but banking and lending platforms working together to better understand the customer, and vision into the information, can deliver the perfect customer journey and a lifelong relationship enabling customers to accomplish goals, meet needs and important life milestones. Human first, not product first. Improve communication and engagement. Data to insights to action leads to outcomes. In our second segment we look at NFTs. Non-fungible tokens are presently all the rage, they were a hot topic at SXSW. Is this newest blockchain application the future of collection and distribution of digital assets or just more hype? Blockchain professor, Lamont Black, of DePaul University joins Breaking Banks' sister podcast Tech on Reg host Dara Tarkowski to discuss just that. What is an NFT? What do you actually own? How will the regulators treat this new asset? Commodity? Security? Substituted value? It depends. https://www.youtube.com/watch?v=kujIQQAQLkY

In the age of digital marketing, what do lenders need to understand about connecting with the multicultural market to grow homeownership? On this episode of Expert Insights, Joe Welu and Tony Thompson discuss two ways can elevate their multi-cultural marketing in the purchase market ahead.

In the age of digital marketing, what do lenders need to understand about connecting with the multicultural market to grow homeownership? On this episode of Expert Insights, Joe Welu and Tony Thompson discuss two ways can elevate their multi-cultural marketing in the purchase market ahead.

In our Hot Topic this week we have Joe Welu,  founder and CEO of Total Expert to discuss how we've witnessed such a significant shift in the market and why it's shifting even more quickly with rates rising and refinances decreasing, as well as what the opportunity is for lenders from Joe's vantage point. Joe has a unique vantage point of having 15 of the top 25 US banks and the lenders already as customers, and he is seeing what successful companies are already doing to leverage the data insights to impact their business. He will share with our listeners what he has observed! To read more about this episode click here!! In our Hot Topic this week we have Joe Welu,  founder and CEO of Total Expert to discuss how we've witnessed such a significant shift in the market and why it's shifting even more quickly with rates rising and refinances decreasing, as well as what the opportunity is for lenders from Joe's vantage point. Joe has a unique vantage point of having 15 of the top 25 US banks and the lenders already as customers, and he is seeing what successful companies are already doing to leverage the data insights to impact their business. He will share with our listeners what he has observed! To read more about this episode click here!!

In our Hot Topic this week we have Joe Welu,  founder and CEO of Total Expert to discuss how we've witnessed such a significant shift in the market and why it's shifting even more quickly with rates rising and refinances decreasing, as well as what the opportunity is for lenders from Joe's vantage point. Joe has a unique vantage point of having 15 of the top 25 US banks and the lenders already as customers, and he is seeing what successful companies are already doing to leverage the data insights to impact their business. He will share with our listeners what he has observed! To read more about this episode click here!!

Service is in banking's soul. It's a core part of driving growth. However, recent history in banking, especially fintech innovation, raises an important question: With fintechs winning so many new customers, does product innovation mean banking organizations can no longer depend on service to compensate for a commoditized product offering? Joe Welu is joined by Ron Shevlin to answer, is customer experience dead?

The concept of innovation isn't new to financial services. Yet, the elusive innovation topic continues to be a top priority for banks and lenders. Joe Welu and James Robert Lay discuss three critical roadblocks to innovation and strategies that financial institutions can use to truly achieve innovation.

The concept of innovation isn't new to financial services. Yet, the elusive innovation topic continues to be a top priority for banks and lenders. Joe Welu and James Robert Lay discuss three critical roadblocks to innovation and strategies that financial institutions can use to truly achieve innovation.

Service is in banking's soul. It's a core part of driving growth. However, recent history in banking, especially fintech innovation, raises an important question: With fintechs winning so many new customers, does product innovation mean banking organizations can no longer depend on service to compensate for a commoditized product offering? Joe Welu is joined by Ron Shevlin to answer, is customer experience dead?

In this episode of Startup Hustle, Matt DeCoursey and Joe Welu, Founder and CEO of Total Expert talk about how to scale a SaaS Product Find Startup Hustle Everywhere: https://linktr.ee/startuphustle This episode is sponsored by Full Scale: https://fullscale.io/ Learn more about Total Expert: https://totalexpert.com/ See omnystudio.com/listener for privacy information.

As rising rates in 2021 slow one of the greatest refi booms ever, more banks and lenders are adding mortgage servicing to their diversification playbook. In this episode, Joe Welu and The Basis Point's Julian Hebron look at market dynamics driving this, how to plan in the current servicing environment, and what it takes to execute on a single customer experience from originations through servicing.

Technology investments have historically focused on the transactional customer experience – and in doing so the ability for banks and lenders to engage and create holistic experiences for customers has actually widened. But the path to continued growth for financial services lies within the ability to retain and engage those customers throughout their financial journey. In this episode, Joe Welu and The Basis Point's Julian Hebron discuss the opportunity in pairing servicing with the next generation of technology to create a true customer for life organization.

On the latest podcast, Hunter virtually sits down with Joe Welu to discuss why undergoing a digital transformation can be difficult, why financial companies are often misaligned with what the customer needs, and what value creation looks like in a modern financial organization. Joe, CEO of Total Expert, the first marketing and customer engagement platform built for the financial services industry, has built his business going “a level deeper” with clients and created a company that's stood out in a crowded field.

So many organizations say, “Hey, we need to focus on customer experience.” In theory, that sounds great. But the challenge comes in creating that focus, keeping teams aligned, and having the right tools in place. Finance of America has committed to going “all in” on customer experience, and is seeing impact on its retention and loyalty rates. In this episode, Joe Welu and Finance of America's Chief Digital Officer Dan Catinella outline how.

Consumers are seeking a trusted financial advisor who can educate them as they make critical financial decisions. And building that trust (and keeping it) is the foundation for a lifelong partnership. As Total Expert Founder & CEO Joe Welu says, “Every interaction with your brand or your people either builds trust or erodes it.” What systems does your financial brand have in place to ensure you're building trust and delivering a seamless customer journey? In this episode, Joe Welu and our Chief Customer Officer Sue Woodard dive into this and more.