Last Thursday, I enjoyed an opportunity to interview, fireside chat style, Terry DuVarne, First Vice President at PennyMac Loan Services. Terry’s small team of two owns the process of listening to the Voice of the Customer and making customer experience improvements in their division. Terry and her analysis ace Melissa DeSimone have made incredible strides at improving how PennyMac does business with the customer without spending a fortune or causing drastic organizational upheaval....

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