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. Read More
Articles by Ron Shevlin
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. Read More
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. Read More
How to Calculate Customer Engagement
Financial marketers can make a stronger strategic contribution to their firms by measuring customer engagement. Here's. Read More
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. Read More
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. Read More
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. Read More
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. Read More
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. Read More
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.. Read More
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. Read More
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. Read More
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. Read More
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. Read More
Social Media Benchmarks for Credit Unions
Credit union benchmarks for Facebook likes, tweets, Twitter followers, and YouTube views,. Read More
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.. Read More
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. Read More
Competing On Financial Health
A financial health metric could change the basis of competition in banking. At the least, it's an important tool for. Read More
The Fast Follower Fallacy
Don't believe the nonsense you read about a "fast-follower" strategy. You couldn't do it if you wanted, and you don't need. Read More
The Foolish Fantasies of Fintech/Bank Partnerships
Calls for banks to pair up with fintech companies are misguided, and what's happened so far doesn't remotely qualify as. Read More
An Open Letter to Fintech VCs
We expect fintech VCs to drink the Kool-Aid about sweeping, disruptive industry change. But when they try to feed us the Kool-Aid, we need to just say. Read More
How Big Is Simple?
Simple's CEO says if it were a traditional bank it would need 850 branches and 6,000 employees to support its customer base. But that can't be. Read More
Marketers Stop Making Sense
Marketers should put their money in the channels they consider to be the most effective, right? But they don't. Which doesn't make much sense, does. Read More