Client experience starts with perspective. In this episode of Lessons From Last Time, Mosi Gatling shares how understanding generational shifts, homeownership goals, and buyer psychology transforms the customer experience. As SVP of Strategic Growth & Expansion at New American Funding, Mosi continues originating loans to stay close to first-time home buyers and the realities they face. She challenges outdated messaging around “generational wealth” and explains why today’s buyers are motivated by lifestyle, flexibility, and what ownership can provide right now. From asking better questions to marketing homes differently, Mosi explores how leaders in mortgage and regulated industries can build trust, design meaningful client experiences, and meet people where they are.