“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:
- Convenience drives consumers’ choices of channels and devices.
- Bank customers aren’t AI-first.
- It’s the process—not the device—that matters.
- The product still matters.”
Image Credit: 5G and AI technology, Global communication network concept. GETTY