Final thoughts NOW NEXT The pandemic is likely to accelerate the adoption of digital capabilities across the industry. Many consumers will engagewith digital tools and virtual experiences that they would otherwise have avoided. Lenders will likely become comfortable with a remote workforce and begin using collaborative tools that make interactions with customers and fellow employees more seamless. For these reasons, actions should be taken with one eye on the future. Lenders should consider not only how a solution solves a short-term problem. Rather, they should think strategically about how solutions might fit within the organization in the longer term. Across mortgage origination and loan servicing, organizations should take immediate action to address challenges that have already emerged, and to get in front of those we know are coming. Lenders should consider the following actions now to successfully navigate the waves that are coming: • Scale operations • Automate with technology • Adapt to new ways of thinking • Operate with agility Accenture is already helping lenders deal with these challenges. We are ready to assist you in whatever way you require, providing skills and capacity as you deal with these unprecedented times. 12 COVID-19: Implications and next steps for lenders