Bank 3.0: Why Banking Is No Longer Somewhere You Go, But Something You Do

Overview

Praise for BANK 2.0

"The impact of the Internet and mobile devices has made therules in managing channels and how we reach customers a movingtarget. This book does something that no one I know has been ableto do thus far—teach us to re-design our instincts first andthen our knowledge about how this moving target will evolve."
Emmanuel Daniel, Chairman, The Asian BankerJournal

"BANK 2.0 represents a view of the future of bankretailing and ...

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Overview

Praise for BANK 2.0

"The impact of the Internet and mobile devices has made therules in managing channels and how we reach customers a movingtarget. This book does something that no one I know has been ableto do thus far—teach us to re-design our instincts first andthen our knowledge about how this moving target will evolve."
Emmanuel Daniel, Chairman, The Asian BankerJournal

"BANK 2.0 represents a view of the future of bankretailing and channel strategies for the next decade. The fact thatbanks take so long to respond to these changes to the status quomeans that any bank acting upon the key recommendations in thisbook will be a step ahead of the competition, and that surely is nobad thing. Now think what you could be if you acted upon all of therecommendations."
Chris Skinner, Chairman, Financial Services Club

"BANK 2.0 will change the way you think about banking inthe future. Audacious, provocative, and sometimes controversial,Brett King redefines the paradigm of consumer banking. Thiscompelling book is guaranteed to send your pulse racing and yourmind searching for a new strategy for your bank."
Suvo Sarkar, Executive Vice-President, Emirates NBD

"BANK 2.0 is informed by Brett King's analysis of trendsin banking over many years. ... I've worked with Brett and I haveseen some of the results; they explain why Brett is highly soughtafter as an authority on banking and how the industry is likely toevolve into the future."
Dr. Richard Petty, President, CPA Australia

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Product Details

  • ISBN-13: 9781118589632
  • Publisher: Wiley
  • Publication date: 12/26/2012
  • Edition number: 1
  • Pages: 396
  • Sales rank: 282,030
  • Product dimensions: 6.20 (w) x 9.10 (h) x 1.40 (d)

Meet the Author

Brett King is a strategic advisor to the financialservices sector and the founder of the International Academy ofFinancial Management, a professional association focused onfinancial services. He is an International Judge for the AsianBanker Retail Excellence Awards and for the Middle-East BusinessAchievement Awards.

A regular speaker at the top global conferences for financialservices, King is an acknowledged expert on wealth management,customer experience, and retail channel distribution strategy. Hepublishes regularly in his role as industry advisor onHuffington Post (Business News), Internet Evolution, and hispersonal blog, Banking4Tomorrow.com.

King is the founder of the world's first mobile direct bank,Movenbank. He also runs UserStrategy, a boutique consultancyfocused on improving customer interaction for leading financialservices, companies and businesses. He previously led the Asiadivision for Modem Media/Digitas (part of the Publicis Groupe) andthe E-Business service line for Deloitte (Financial InstitutionsIndustry focus). His clients include HSBC, Citigroup, UBS, StandardChartered, Abu Dhabi Commercial Bank, Emirates NBD, BNP Paribas,and more.

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Table of Contents

Acknowledgements 12

Introduction 14

PART ONE: Changes in Customer Behavior

Chapter 1: The Demands of the Hyperconnected Consumer 20

Chapter 2: The ROI of Great Customer Experience 48

PART TWO: Rebuilding the Bank

Chapter 3 Can the Branch be Saved? 84

Chapter 4: Onboard and Engaged–The Ecosystem for CustomerSupport 120

Chapter 5: Web–Why Revenue is Still So Hard to Find…155

Chapter 6: Mobile Banking—Already Huge and It’s JustGetting Started 181

Chapter 7: The Evolution of Self-Service 207

Chapter 8: I Trust the Crowd, More Than I Trust the Brand235

PART THREE: The Road Ahead—Beyond Channel

Chapter 9: Living with Continuous Technology Improvement 268

Chapter 10: A land in the Data Cloud 288

Chapter 11: Engagement Banking: Building Digital Relationships309

Chapter 12: Mobile Payments, Digital Cash and Value Stores329

Chapter 13: Point of Impact: The Contextualisation of Bankingand Messaging 359

Chapter 14: The road Map to a Better Bank 374

Glossary 388

References 397

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