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Bank 2 0 How Customer Behavior and Technology Will Change the Future of Financial Services 1st Edition by Brett King ISBN 9814302074 9789814302074

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Bank 2 0 How Customer Behavior and Technology Will Change the Future of Financial Services Brett King Digital Instant Download

Author(s): Brett King
ISBN(s): 9789814302074, 9814302074
Edition: Kindle
File Details: PDF, 3.00 MB
Year: 2010
Language: english
SKU: EB-1998570 Category: Tag:

Bank 2 0 How Customer Behavior and Technology Will Change the Future of Financial Services 1st Edition by Brett King – Ebook PDF Instant Download/Delivery: 9814302074, 9789814302074

Full download Bank 2 0 How Customer Behavior and Technology Will Change the Future of Financial Services 1st Edition after payment

 

Product details:

ISBN 10: 9814302074

ISBN 13: 9789814302074 

Author: Brett King

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

Table of contents:

PART ONE: Changes in Customer Behaviour

  • Chapter 1: What the Internet and “CrackBerry” Have Taught Customers

  • Chapter 2: Measuring the Customer Experience

PART TWO: Fixing the Broken Bits—Channel Improvement

  • Chapter 3: Rebuilding the Branch One Customer at a Time

  • Chapter 4: Please Hang Up and Try Again—Contact Centres and IVRs

  • Chapter 5: Web—More Than 10 Years Old … and Still Broken

  • Chapter 6: Mobile—The New Internet and Death of Cash?

  • Chapter 7: ATM and Self-Service Banking—Convergence and Control

  • Chapter 8: Navigating Rapid Change Dynamics

PART THREE: The Road Ahead—Beyond Channel

  • Chapter 9: Deep Impact—Technology and Disruptive Innovation

  • Chapter 10: Gridless Customer Experience—More Complexity, More Choice

  • Chapter 11: The Emergence of the Prosumer—Collective Intelligence, Social Networking and Web 2.0

  • Chapter 12: Future Payments and Cash—RFID, Biometrics, P2P Micropayments, Digital Cash

  • Chapter 13: Death of Advertising—Predictive and Precognitive

  • Chapter 14: The BANK 2.0 Road Map

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Tags: Brett King, Bank 2 0, Customer Behavior, Technology, Financial Services