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GonzoBanker Blog

A collection of observations, ruminations, predictions and random thoughts from Cornerstone Advisors

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Conversational AI Is Critical for Financial Institutions’ Digital Transformation

Ignore what vendors say about ‘unlocking new levels of loyalty.’ There are three requirements...

10 Banking Channel Metrics That Have Dramatically Changed in 10 Years

It shouldn’t be hard to convince you that the banking industry has changed dramatically over the...

COVID-19: Real Trends and Stories From the Front Line

Banks and credit unions report the pandemic’s impact on customer behavior. There have been all...

GonzoBanker’s Post-Pandemic Customer Care Playbook

Transform your customer care function from a back-office cost center to a 21st century competitive...

Optimizing the Contact Center in the New Normal

Time-tested best practices can help financial institutions stay agile in the face of COVID-19. The...

A Five-Step Action Plan to Mobilize ‘Mobile First’

Financial institutions that are not ready to fully serve customers digitally face an existential...

Planning Our COVID-19 Response is Also Planning for the New Normal

Financial institutions need to talk about the impact of the Coronavirus – when they finally come up...

Preparing for the Unpredictable

In the midst of Coronavirus uncertainty, we must be mindful of what we can control and how we want...

Contact Centers in the Cloud: A Welcome Disruption

Three cheers for the energy and innovation that cloud vendors are bringing to financial services...

Will a digital-first population drive ITM adoption?

With the banking industry’s traditional ATM infrastructure and desire to woo digital customers,...