Articles by Ron Shevlin
Ron Shevlin is Director of Research at Cornerstone Advisors. Check out more of his ideas and research on Cornerstone’s Insight Vault. And don’t forget to follow him on Twitter at @rshevlin.
The New Fintech Vendors: Platform Service Providers
Platform services providers are emerging to provide new distribution channels, processing capabilities, and sources of data to financial institutions.
Banks Must Become ‘Customer First’, Not ‘Technology First’
Calls for banks to be mobile-first, mobile-only, voice-first, AI-first or anything-first are misguided... unless that anything is a customer segment.
The New Emerging Segment of Banking Consumers: Baby Boomers
Millennials are the dominant segment driving demand for financial services today. But they're no longer an emerging segment. Baby Boomers are.
The Quest for Interactive Video Teller ROI
The question these days isn't whether to deploy interactive video teller machines. It's about whether you should go completely tellerless or not.
Right-Channeling: The Real Reason to Do Customer Journey Mapping
Exercises in mapping the customer journey should focus steering consumers into the right channels, not simply documenting current channel use.
The Fading Importance of Physical Engagement in Retail Banking
Columnist Ron Shevlin argues that making future decisions about branches based on the realities of today could be a big mistake.
How to Calculate Customer Engagement
Financial marketers can make a stronger strategic contribution to their firms by measuring customer engagement. Here's how.
Is Your Bank Ready for the Future?
Research reveals major disconnects between financial institutions' perceived and actual future readiness in areas like digital UX, marketing and data analytics.
Face The Truth: Your Customer Data Sucks
Many community institutions like to say they "know their customers." Baloney. It's simply not possible considering their lousy data and limited analytics capabilities.
The Lesson Banking Should Learn From the Trump Election
Consumers will overlook or rationalize transgressions in trustworthiness and integrity to get what they want done done.
Chatbots vs. The Human Touch: Which Will Win?
In the chatbots versus personal touch battle, it's hard to bet against chatbots when the evaluation criteria convenient/most effective is .
Make Branches Integral to Cross-Channel Sales… or Shut Them Down
As the pundits yell and scream about the need for, and benefit of, simplicity in banking, the place to start may very well be in the branch.
Driving Culture Change for Innovation in Banks and Credit Unions
Financial institutions are rightfully focused on innovating and creating cultural change, but they're missing one important ingredient.
3 Problems With The Wells Fargo Cross-Selling Scandal
There are plenty of things wrong with the Wells Fargo scam, but three things in particular are really screwed up about the whole mess.
Escaping The Squeeze: 3 Forces Challenging Mid-Sized Banks And Credit Unions
Strategic planners are looking out and asking, "What could screw up our plans?" Here are three things threatening to squeeze community-based financial institutions.
Banks and Credit Unions Are Leaving Money on the Table
For a typical $1.5 billion financial institution, closing the performance gap could yield a 50% increase in non-interest income.
The Platformification of Banking
Banks that become a platform will create new revenue streams, diversification against downturns in core businesses, and a new type of consumer relationship.
Social Media Benchmarks for Credit Unions
Credit union benchmarks for Facebook likes, tweets, Twitter followers, and YouTube views,
Is The Customer Experience All It’s Cracked Up to Be?
What, exactly, is "the customer experience"? My take: Just a nonsense business term that reflects our desire to simplify the complex.
The Top 3 Banking Questions for Chatbots
Voice-activated chatbots that provide account balances or expense categorization are useless. Here are the REAL questions chatbots need to answer.
