The next competitive advantage isn’t AI, it’s the operating model

Mortgage leaders have moved beyond debating whether to adopt AI. As tools become commonplace, the greater challenge is connecting technology, data and workflows across the enterprise so intelligence can translate into measurable business value. That shift requires lenders to reconsider not only their tech stacks, but the operating models that govern how work moves from origination through servicing. Bonnie Chong, Executive Vice President of AI and Shared Services at Moder, explains why isolated automation cannot overcome fragmented operations, the three pillars of a next-generation mortgage operating model and how lenders can combine AI with human expertise to build faster, more scalable and more resilient organizations. AI is no longer the competitive advantage it once was HousingWire: AI adoption has become mainstream across business functions. How has that changed the conversation for mortgage leaders seeking a competitive advantage? Bonnie Chong: With nearly four out of five organizations already using AI in at least one business function, the conversation has shifted from adoption to execution. Today’s leaders are asking a different question: not “How do we implement AI?” but ...