Growing companies often develop complicated and disjointed processes. If business is booming, no one seems to have the time to stop and take a holistic look at how things are working and that can be detrimental to customer experience. Host Steve Walker welcomes Pamela Herrmann, vice president for customer experience for Mortgage Cadence, to discuss how a customer complaint led to a simple question that helped bring together a cross-functional collaboration to remove friction from the experience.