Note — with this post, we are happy to introduce our new content series: Redefining digital transformation.
Read section two: Making the business case for digital transformation
Read section three: Aligning digital transformation with the customer lifecycle
Read section four: Avoiding the pitfalls of point solutions
Change can arrive on your organization’s doorstep in different ways.
There is one kind of change that feels abrupt, jarring, and intrusive. It arrives with a big jolt and can seem haphazard, poorly planned, and overwhelming to a business and its employees — even divisive.
We’ve all seen that kind of change.
Then there is another type of change. It introduces itself in a thoughtful, inclusive manner. It feels deliberate, well-planned, and empowering — seemingly effortless. It aims to transform an organization in a number of innovative, seamless, and unifying ways.
That’s the kind of change Blend believes in.
In alignment with Blend’s commitment to partnership over disruption, we would like to present a new definition of digital transformation for the new era of digital lending.
Working together to affect change
Before we present our definition of transformation, it’s important to provide some table setting.
Too frequently, the push for technological change within an organization seems to require what some call a “radical restart.” Such a shift is typically accompanied by a dramatic and disruptive overhaul of systems, processes, and people.
It is costly to a company’s bottom line. It also sends a clear signal to employees — and this can be counterproductive, even devastating — that the way they have been working is outdated and no longer valued.
Blend approaches digital transformation in a highly collaborative manner and with a sense of humility — we like to call it “confident humility.” We believe in partnering closely with all the key stakeholders within your organization to make sure our technology complements and enhances your existing system. We respect your business expertise and do not encourage a “rip and replace” approach to digital transformation.
But if transforming the inner workings of an organization was its sole purpose, even the best-executed change plan ultimately would be in vain.
The most powerful transformation — and the kind of change that Blend works very hard to facilitate — takes place when your customer’s relationship with you is irrevocably altered for the better.
We’re speaking here of the external “experiential evolution” that is birthed from digital transformation. As one example, think about how consumers’ habits and expectations — indeed, their everyday lives — were profoundly changed by the introduction of the Apple iPhone in 2007.
The core mission of digital transformation is to give you better tools so you can continue to improve your customers’ journey and experience.
The most powerful transformation takes place when your customer’s relationship with you is irrevocably altered for the better.
Reimagining the customer journey
Today’s consumers aren’t just looking for financial products. They are looking for support and guidance in fulfilling their dreams: going to college, purchasing their favorite car, buying their ideal home, or renovating that home for their growing family.
Unfortunately, siloed business units, inconsistent application experiences, and manual processes detract from the ability to deliver a fast, frictionless, and unified consumer experience.
The new digital transformation for the new era of digital lending is expected to remedy that.
At the heart of Blend’s push for digital transformation is our Digital Lending Platform. Our DLP isn’t intended to disrupt or replace your existing technology. It is designed to work in tandem with your current system. It adds key capabilities while reducing paperwork and manual processes, resulting in faster turnaround times that will delight your customers.
Our platform streamlines the process of getting a mortgage, consumer loan, or deposit account, enabling you to close more loans at lower cost, while creating deeper customer relationships.
We want to empower your teams with state-of-the-art technology that delivers a superior consumer experience.
Our DLP adds key capabilities while reducing paperwork and manual processes, resulting in faster turnaround times that will delight your customers.
Our definition of digital transformation
Our definition of digital transformation for the new era of digital lending does not call for a radical upheaval of systems, processes, and people.
Instead, it is a seamless integration of new technology designed to provide an undeniable positive impact on how others experience you. It is enacted by augmenting the technology you already have in place, adding functionality that works in concert with your existing stack and processes.
Think of it as a well-executed, synchronized movement designed to delight your customers.
Finally, it is a reinvigoration of the experiences that matter most — those of your customers as they engage with you and those of your staff as they work to serve these customers.
Within your organization, the digital transformation driving the new era of digital lending may be barely apparent, appearing like a gentle ripple on a pond instead of a disruptive storm.
But the intensity of this positive change will be felt in the hearts and minds of consumers for years to come.