Craig Martin | Source | Executive Managing Director, Insurance Intelligence at J.D. Power

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Craig Martin

Executive Managing Director, Insurance Intelligence at J.D. Power and 5 other companies
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  • 2018 Primary Mortgage Servicer Satisfaction Study | J.D. POWER

    COSTA MESA, Calif.: 26 July 2018 — Mortgage servicer satisfaction remains flat in 2018, as satisfaction remains similar to the past two years, according to the J.D. Power 2018 Primary Mortgage Servicer Satisfaction Study.SMThe industry average for overall satisfaction is 758 (on a 1,000-point scale) in 2018, which is relatively unchanged from 2017 (754) and 2016 (755). This stagnation comes despite extensive investment by mortgage originators into new digital services.

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  • AI in Wealthtech: Enhancing, Not Replacing, Human Advisors
    Craig explains AI's potential to enhance financial advice by providing rapid answers, aiding human advisors in delivering personalized guidance. "Robo-advisors aren’t replacing human advisors," he notes, emphasizing the importance of expertise, better returns, and financial order, with technology as a tool, but personal connection as the key differentiator.
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  • With only 20% of mortgage customers utilizing mobile technology—which is 2% below 2016—availability and adoption of these services has been slow in coming. Customer expectations are increasing, often influenced by their day-to-day experiences, but servicing is not keeping up.

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