Empathy: The missing ingredient in digital mortgage innovation with James Robert Lay

For today’s episode, HW Media CEO Clayton Collins had an opportunity to chat with a phenomenal guest: James Robert Lay, a digital anthropologist and the founder and CEO of the Digital Growth Institute. 

Today’s conversation is a deep dive into the intersection of marketing, sales, technology, and human behavior in the mortgage industry. James emphasizes the importance of addressing consumer confusion and negative emotions, building trust through empathy, and lenders shifting their positioning from heroes to guides. He also highlights the role of individual brands and the need for continuous learning in digital transformation.

Related to this episode:

The Housing News podcast explores the most critical topics in mortgage, real estate and fintech. A new mortgage or real estate executive joins the show each week to add perspective to the top stories crossing HousingWire’s news desk. Hosted by Clayton Collins and produced by the HW Media team.

3d rendering of a row of luxury townhouses along a street

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