How are innovation, data, and AI are transforming the mortgage experience? Wendy Hannah-Olson, SVP of Digital Alliances and Strategy Execution at Equifax, sits down with Jonas Moe, SVP of Marketing at ICE Mortgage Technology to discuss this evolution, from streamlining operations and improving borrower engagement to keeping the human connection at the heart of lending.
In this episode:
How are lenders improving the borrower experience?
The focus is shifting toward a complete borrower lifecycle — creating a seamless experience from application through servicing. Lenders are embracing automation in the “middleware” stages, such as underwriting and processing, to remove friction while keeping human engagement where it matters most.
How is ICE Mortgage Technology evolving its platform?
By integrating technologies from MERS, Simplifile, Ellie Mae, and Black Knight under the ICE umbrella, the company is building a truly end-to-end ecosystem that connects origination and servicing to eliminate friction, reduce costs, and enhance borrower visibility.
What role does AI play in operational efficiency?
ICE uses AI to make compliance and servicing smarter — for instance, through “Ask Reggie,” a tool that simplifies complex AllRegs compliance searches, and an AI-powered call agent that routes consumers efficiently to either automated answers or human assistance when needed.
What’s next for credit scores and data innovation?
ICE is collaborating closely with FHFA, Fannie, Freddie, and Equifax to support the rollout of new credit models responsibly. Equifax’s new crisis-period dataset — tracing behavior before, during, and after 2008 — helps the industry model risk more accurately as scoring systems evolve.