Context of the debate:

Recent years have seen a number of huge challenges for banks in the mortgage field: court challenges to agreements made, significant regulatory changes introduced without adequate vacatio legis, an increase in customer expectations for digital sales and service, the need to personalize the customer experience, and building long-term customer relationships.

Banks have taken up the gauntlet and are looking out for the customer’s interests with great effort, providing mortgages in a responsible and efficient manner. Sharing best experiences on how to combine attention to ensuring the safety of loans granted in compliance with current regulations, with flexibility, lightness and digitality of the process, in line with the expectations of mobile, digital bank customers (at the end of the third quarter, nearly 25 mobile banking users in Poland).

Key issues of the debate:

• How to find the golden mean between digital customer expectations and compliance of mortgage products/processes?
• What modern technologies support the digitization of mortgage processes?
• Should a mortgage product be personalized or unified?
• How to improve the customer’s NPS after the loan is granted?
• What should be the role of branches in the digital mortgage process?