Two views were presented in the Sept. 11 issue of the American Banker that related to the impact of technology on mortgage lending. One view focused on the Internet and the other on the impact of automation on loan originations.

What surprised me about both viewpoints was that they were so narrow. In my opinion, what was missing was the fact that both the Internet and automation of many mortgage lending processes are creating a much greater opportunity to service and add value to customer relationships.

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