AI is playing an increasingly important role in the mortgage and home buying journey; shaping how consumers, brokers and the wider industry engage with technology, where trust sits, and what comes next.

Host Phil Spencer is joined by Dr. Carol McNaughton Nicholls, Managing Partner at Thinks Insight & Strategy and expert on human behaviour and financial decision making, and Chris Williams, Founder & Managing Partner of Novus Strategy, specialising in digital transformation across the property ecosystem. Drawing on insights from across the market, their conversation explores how innovation is transforming the mortgage journey, while highlighting the areas where human expertise still remains critical with AI around.

From AI-powered mortgage advice in the UK to the growing use of AI tools by brokers, they explore where the technology is already delivering impact. With consumer sentiment evenly split, 18% of UK consumers are enthusiastic AI adopters, matched by another 18% who remain sceptical, AI adoption is still gathering pace, particularly in areas like process automation, broker efficiency tools and AI-driven remortgage outreach. But the reality is clear: AI is firmly positioned as an assistant, not an adviser.

The discussion also tackles the balance between innovation and trust. With consumer opinion split, many clients are comfortable using AI for research but still expect a human in the loop when it comes to decision-making. That dynamic reinforces the broker’s role in guiding and reassuring customers through what remains a complex home buying experience.

Looking ahead, the episode considers what’s next? From better digital integration across the property chain to an evolving regulatory landscape, and what all of this means for the future role of brokers in an increasingly AI-driven market?