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 She challenges outdated messaging around “generational wealth” and explains why today’s buyers are motivated by lifestyle, flexibility, and what ownership can provide right now.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.

In this micro-episode of Lessons From Last Time, Ken Perry reflects on why user experience sits at the center of sustainable growth. Leaders often refine strategy without seeing how customers and teams actually experience the work. Ken invites listeners to notice where confusion, friction, or misalignment quietly erode trust, and why intentional user experience is foundational to customer experience, leadership, and culture.

In the Season 4 premiere of Lessons From Last Time, host Ken Perry shares how the show is evolving this year. While the stories remain personal and honest, the focus shifts toward clearer leadership lessons and how to apply these real-world insights. Ken introduces the new monthly format and previews what’s ahead this season for leaders navigating culture, connection, and change.