Enough With The ‘AI-First’ Hype!

“Calls for banks to be mobile-first, mobile-only, voice-first, AI-first–or any ‘technology-first’—are misguided. They represent a channel-, technology-, or device-centric view that is at the root of banks’ strategic problems. [Fill-in-the-blank]-first thinking is misguided because:

  1. Convenience drives consumers’ choices of channels and devices.
  1. Bank customers aren’t AI-first.
  1. It’s the process—not the device—that matters.
  2. The product still matters.”


Image Credit: 5G and AI technology, Global communication network concept. GETTY

Ron Shevlin


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