Kate Davies, executive director of the Intermediary Mortgage Lenders Association, looks at the steps lenders should consider when developing a digital strategy, beginning with defining the digital customer, and the innovations they want to see, such as API-powered intermediary tools or digital verification and e-signatures. Ms Davies warns, however, to take care that incorporating digital solutions for the benefit of one customer segment is not done at the risk of isolating or losing another. “For every first-time buyer seeking an almost exclusively digitised service”, she notes, “there will be another for whom face-to-face contact is absolutely essential”.

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