The Conductor Expy award honors organizations that have mastered the art of using data to drive meaningful customer engagement. This year’s winner, Castle & Cooke Mortgage, exemplifies what it means to orchestrate insights, signals, and automation into a seamless, high-impact customer experience—moving borrowers forward one smart step at a time.
Embracing the Data Analytics Era
Castle & Cooke Mortgage didn’t just adopt Customer Intelligence—they dove in headfirst. In the first three months alone, their team surfaced more than 4,300 equity insights, giving loan officers unprecedented visibility into borrower opportunities. But what truly sets them apart is what they did with that data.
Instead of viewing insights as static information, Castle & Cooke built a dynamic engagement engine around them:
- Pipeline Views for rate alerts, LTV tiers, and credit improvement
- Segmented call lists built directly inside Total Expert
- Robust, insight-triggered Journeys ensuring timely follow-up
- Automated LO notifications tied to borrower signals
This orchestration allows loan officers to act on every insight with speed, intention, and relevance.
Turning insights into revenue
The results speak volumes:
- 158 fundings directly driven by Customer Intelligence
- $40M+ funded loan volume that would have been missed
- Former “no” borrowers re-engaged and converted after credit improvements
- Increased LO efficiency through automated, insight-driven outreach
Castle & Cooke Mortgage proved that when data plays the melody, automation carries the rhythm—and loan officers deliver the performance.
From digital to physical: A standout strategy
In an era where inboxes are overflowing and text messages often get ignored, Castle & Cooke took a bold step:
- They began developing personalized, data-rich postcards driven entirely by Total Expert equity insights.
- Each postcard highlights a homeowner’s real-time property value and equity position—no generic messaging, no estimation, no guesswork.
- This strategy blends old-school direct mail with cutting-edge personalization, ensuring their outreach stands out in a crowded landscape.
Automation That Works for Loan Officers
Castle & Cooke Mortgage’s journey system is one of the most intentional in the industry:
- Every insight triggers a notification to the LO
- Automated messaging begins 24 hours later
- If the borrower doesn’t take action, LOs get a second prompt
- No lead falls through the cracks
It’s a true “no opportunity left behind” model—powered by smart data and proactive automation.
A commitment to continuous innovation
Castle & Cooke Mortgage isn’t stopping here. Their team is already embracing new data points as Total Expert expands Customer Intelligence, ensuring they remain deeply connected to borrower needs, behaviors, and financial moments.
Their mindset is clear: insights only matter when they drive action. And action is exactly what they’ve mastered.
Why Castle & Cooke Mortgage won the Conductor Expy award
Castle & Cooke Mortgage didn’t just access data—they orchestrated it. They didn’t simply automate—they personalized. And they didn’t just improve engagement—they transformed outcomes. By turning Customer Intelligence into a true performance engine, they delivered tailored outreach, measurable ROI, and intelligent follow-through at every step. Congratulations again to Castle & Cooke Mortgage, the 2025 Conductor Expy Award winner.
