Bank 2.0: How Customer Behaviour and Technology Will Change the Future of Financial Services

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Brett King, 2010 - Technology & Engineering - 397 pages
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BANK 2.0 identifies that the toughest challenges are yet to come and predicts the end of banking as we know it.

  • Major international PR to be undertaken.
  • Reveals how the customer is revolutionising the way banks work.
  • Predicts just how much more customer-centric banks will have to become in order to survive.
  • Testimonials from and interviews with top bankers, CEOs and thought leaders.

The financial crisis is just beginning for retail institutions. Ninety to ninety-five per cent of bank transactions are executed electronically today. The Internet, ATMs, call centres and smartphones have become mainstream for customers. But banks still classify these as 'alternative channels' and maintain an organisation structure where Branch dominates thinking. Continued technology innovations, Web 2.0, social networking, app phones and mobility are also stretching traditional banking models to the limit.

BANK 2.0reveals why customer behaviour is so rapidly changing, how branches will evolve, why cheques are disappearing, and why your mobile phone will replace your wallet - all within the next 10 years.

Brett Kingis the founder of the International Academy of Financial Management, one of the fastest growing professional associations and training institutes in the world. A regular speaker at top global conferences, he is an acknowledged expert on wealth management, customer experience and retail channel distribution strategy. He also runs User Strategy, a boutique consultancy focused on improving customer interaction for leading financial services companies and businesses. Brett previously helmed the Asia division of Modern Media and the E-Business service line for Deloitte. His clients include HSBC, Citigroup, UBS, Standard Chartered, Abu Dhabi Commercial Bank and many more

 

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LibraryThing Review

User Review  - dgmlrhodes - LibraryThing

Pretty basic read about the technologies, channels, and applications in banking. There are some interesting considerations highlighted such as how to adapt your practices to make it simple for your customers. Good read if you are looking for a primer on these areas. Read full review

Contents

Preface
14
WebMore Than 10 Years Old and Still Broken
18
Changes in Customer Behaviour
23
The Road AheadBeyond Channel
32
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