The first edition of BANK 2.0—#1 on Amazon's bestseller list for banking and finance in the US, UK, Germany, France, and Japan for over 18 months—took the financial world by storm and became synonymous with disruptive customer behaviour, technology shift, and new banking models.
In BANK 3.0, Brett King brings the story up to date with the latest trends redefining financial services and payments—from the global scramble for dominance of the mobile wallet and the expectations created by tablet computing to the operationalising of the cloud, the explosion of social media, and the rise of the de-banked consumer, who doesn't need a bank at all.
BANK 3.0 shows that the gap between customers and financial services players is rapidly widening, leaving massive opportunities for new, non-bank competitors to totally disrupt the industry.
"On the Web and on Mobile, the customer isn't king—he's dictator. Highly impatient, skeptical, cynical. Brett King understands deeply what drives this new hard-nosed customer. Banking professionals would do well to heed his advice."
—Gerry McGovern, author of Killer Web Content
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About the Author
Brett King is a strategic advisor to the financial services sector and the founder of the International Academy of Financial Management, a professional association focused on financial services. He is an International Judge for the Asian Banker Retail Excellence Awards and for the Middle-East Business Achievement Awards.
A regular speaker at the top global conferences for financial services, King is an acknowledged expert on wealth management, customer experience, and retail channel distribution strategy. He publishes regularly in his role as industry advisor on Huffington Post (Business News), Internet Evolution, and his personal blog, Banking4Tomorrow.com.
King is the founder of the world's first mobile direct bank, Movenbank. He also runs UserStrategy, a boutique consultancy focused on improving customer interaction for leading financial services, companies and businesses. He previously led the Asia division for Modem Media/Digitas (part of the Publicis Groupe) and the E-Business service line for Deloitte (Financial Institutions Industry focus). His clients include HSBC, Citigroup, UBS, Standard Chartered, Abu Dhabi Commercial Bank, Emirates NBD, BNP Paribas, and more.
Table of Contents
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 Customer Support 120
Chapter 5: Web–Why Revenue is Still So Hard to Find… 155
Chapter 6: Mobile Banking—Already Huge and It’s Just Getting Started 181
Chapter 7: The Evolution of Self-Service 207
Chapter 8: I Trust the Crowd, More Than I Trust the Brand 235
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 Relationships 309
Chapter 12: Mobile Payments, Digital Cash and Value Stores 329
Chapter 13: Point of Impact: The Contextualisation of Banking and Messaging 359
Chapter 14: The road Map to a Better Bank 374