Broker

In Focus: How digital change is transforming client expectations

by Annie Kane•13:30 PM, 26 Mar 2019•8 minute read

Customer service and transparency have long been a drawcard for the broking industry. But as society becomes more accustomed to using and relying on technology, brokers are increasingly needing to access – and excel – in the digital arena to stay front of mind and offer personalised services.

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In this episode of In Focus, Annie Kane is joined by the REA Group’s director of industry relations and digital sales coach, Steve Carroll, as he reveals what the digital tech giants are doing to raise customer expectations and how brokers can take advantage of these lessons to grow revenue and continue to deliver great customer outcomes.

Learn key insights from the REA Group, and its realestate.com.au Home Loans mortgage brand, to find out:

How the consumer experience is changing
What brokers can learn from Facebook, Uber and Airbnb
Where to start on your digital journey

And plenty more!

AUTHOR

Annie Kane is the managing editor of Momentum's mortgage broking title, The Adviser.

As well as leading the editorial strategy, Annie writes news and features about the Australian broking industry, the mortgage market, financial regulation, fintechs and the wider lending landscape.

She is also the host of the Elite Broker, New Broker, Mortgage & Finance Leader, Women in Finance and In Focus podcasts and The Adviser Live webcasts.

Annie regularly emcees industry events and awards, such as the Better Business Summit, the Women in Finance Summit as well as other industry events.

Prior to joining The Adviser in 2016, Annie wrote for The Guardian Australia and had a speciality in sustainability.

She has also had her work published in several leading consumer titles, including Elle (Australia) magazine, BBC Music, BBC History and Homes & Antiques magazines.

MORE ABOUT THE AUTHOR

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The Adviser is the number one magazine for Australia's finance and mortgage brokers. The publications delivers news, analysis, business intelligence, sales and marketing strategies, research and key target reports to an audience of professional mortgage and finance brokers

In Focus: How digital change is transforming client expectations

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