Housing Snapshot: As lenders digitize, many borrowers still want the ‘human touch’
Lenders who roll out an omni-channel customer service strategy might overemphasize the digital experience at the expense of the “human” connections that consumers continue to desire.
To learn more, read our Perspectives article.
Estimates, forecasts, and other views expressed in this article should not be construed as indicating Fannie Mae’s expected results, are based on a number of assumptions, and may change without notice. How this information affects Fannie Mae will depend on many factors. Neither Fannie Mae nor its Economic & Strategic Research (ESR) Group guarantees that the information in this article is accurate, current, or suitable for any particular purpose. Changes in the assumptions or underlying information could produce materially different results. The ESR Group’s views expressed in this article speak only as of the date indicated and do not necessarily represent the views of Fannie Mae or its management.