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23 "Innovation is to a company what eating healthy and doing exercise is to a human being. You always need to eat healthy and do exercise. A doctor may say, when somebody is really sick, 'There's an emergency reason to do it.' But for the long-term health of the person, they always have to eat healthy and exercise." Register to receive your Daily Dose at DSNews.com GET YOUR DAILY DOSE OF DEFAULT SERVICING NEWS Start your day with the most current and critical news on the mortgage default servicing industry from DSNews.com. Sign up for our email newsletter and get the top stories delivered direct to your inbox every day. Register to receive your Daily Dose at DSNews.com escrow process, the loan-boarding process, or the default process—everywhere in the process. It's just about making the best use of the data you have. Is it harder to drive innovation on the servicing side of the industry? Innovation is to a company what eating healthy and doing exercise is to a human being. You always need to eat healthy and do exercise. A doctor may say, when somebody is really sick, "ere's an emergency reason to do it." But for the long-term health of the person, they always have to eat healthy and exercise. I would argue that the same thing applies to innovation within companies. We always need to be innovating. Instead, it becomes a question of, in what area should they focus their efforts? As a company, we've said, the customer experience is becoming much more digital and mobile. We've made the determination as a company that we need to focus on the customer experience, and so we over-invested in technology in order to build those proprietary tools. A decent chunk of our businesses is made up of multiple-property investors. We are actually one of the largest servicers in the industry of that product. So as far as the mobile technology in all this, the one portal, what are the needs of your customer base? How do those change when you're talking about the investor side of things as opposed to the needs of a typical homebuyer? In the traditional homebuyer case, many consumers want to put their mortgage on autopilot. In the investor case, they're taking new loans because they may buy a new property; then they may rent it out, or they may want to fix it and sell it and then they buy another new property. So that tends to be much more high-touch. e investor loan product is also high- touch, but it is high-touch in a different way. Historically, the industry has defined high- touch to mean default, but high-touch doesn't have to mean default. High-touch really just means the customer wants to talk to us. How does technology make things easier when a borrower is approaching default? Consumers can apply for loss mitigation online, and they can check the status of their loss mitigation online via a mobile app. Intuitively, that feels like that should make it easier. However, we are a very data-driven organization, and right now, we don't have the data to prove that intuition as yet. But intuitively, if I'm making it easier, I'm making the conversation easier for the consumer. ey can check the status whenever they want. How do you make the process more frictionless? We are making it easier for the consumer to interact with us to pay their mortgage. Journal