Bank 2.0 how customer behaviour and technology will change the future of financial services
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| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Singapore
Marshall Cavendish Business
2011
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| Ausgabe: | Repr. |
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| Online-Zugang: | Inhaltsverzeichnis |
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Datensatz im Suchindex
| _version_ | 1819705586904727552 |
|---|---|
| adam_text | Contents
Preface
w
Acknowledgements
17
Introduction is
PART ONE: Changes in Customer Behaviour
Chapter
1:
What the Internet and CrackBerry
Have Taught Customers
Psychological impact
25
Process of diffusion
31
The three phases of behavioural disruption
34
Customer empowerment
37
Putting service back into financial services
40
Key lessons
41
Chapter
2:
Measuring the Customer Experience
Channel silos
44
Organisation structure
48
Customers? Who are they again?
55
Conclusion and key lessons
63
PART TWO: Fixing the Broken Bits—Channel
Improvement
Chapter
3:
Rebuilding the Branch One Customer at a Time
The core function of the branch in the 21st century
69
Branch models emerging that will survive
in the Hank
2.0
world
74
Branch improvements today
86
Key lessons
89
Chapter
U-.
Please Hang Up and Try Again-
Contact Centres and IVRs
The rise of the call centre
9-і
Capitalising on sales opportunities
97
Staff turnover and employee engagement
102
Consistency and quality of communication
108
Quick access to the right information
11
-i
Improving the Invasive Virtual Resistance system
118
Making new technologies pay
126
Going green
13^
Outsourcing
—
the case for ancl against
ІЗ
Customer advocacy 1-tl
Tactical channel improvement
1н
Key lessons
1
it
Chapter
5:
Web—More Than
10
Years Old
...
and Still Broken
The right mix
І49
Findability
1
>4
Usability
1
S^
Value exchange and content scoring 16S
Cross-sell to existing customers 1~2
Best practice website templates P 1
Internet channel improvement today
182
Kev lessons
188
Chapter
6:
Mobile—The New Internet and Death of Cash?
From WAP to iPhone
—
the emergence of portable banking
190
Device platform
—
why Motorola failed, and why BlackBerry
still might
194
Operating systems and software stacks
—
driving mobile
application development
197
Needs and solutions
—
why mobile is a viable business
202
Interface
—
small screen, big possibilities
216
Revenue and savings opportunities
221
Key lessons
228
Chapter
7:
ATM and Self-Service Banking—Convergence
and Control
Self-service banking
—
where it all started
231
Self-service
—
the promise and the reality
232
What about the revenue?
236
The other self-service devices
238
What the customer really wants out of the ATM
242
The future of self-service
252
Advertising and alternative use
256
Conclusion
262
Key questions
263
Chapter
8:
Navigating Rapid Change Dynamics
It starts today
264
Where will the changes impact the most?
265
What are some of the trends dictating change?
266
The roadmap for change
—
how long have we got?
267
Organisational changes and impact
270
Conclusion
282
PART THREE: The Road Ahead—Beyond Channel
Chapter
9:
Deep Impact—Technology and Disruptive Innovation
Moore s Law
287
Materials science
291
All this data, all this power?
295
Enterprise-wide implications
297
Key lessons
301
Chapter
10:
Gridless Customer Experience
—
More Complexity,
More Choice
Your
inbox
needs to change for the better
302
A world without travel agents and stockbrokers,
but with virtual agents
304
Touchy feely
307
Computing in the cloud
ЗОН
Widgets
310
Interacting with your environment
311
Key lessons
31^
Chapter
11:
The Emergence of the Prosumer—Collective
Intelligence, Social Networking and Web
2.0
Are you ready for your Second Life? M<i
The Prosumer
—
why Web
2.0
works
ЗГ
How will Web
2.0
and social networks transcend
and transform banking? 32S
Chapter
12:
Future Payments and Cash—RFID, Biometrics,
P2P Micropayments, Digital Cash
Not just chip d cards, but chip d everything
330
Virtual currencies
ЇМ
Mobile P2P payments
.ì.ì
ι
Point-of-sale and credit card evolution
*>.ϊ~
Conclusion
л
*3
Chapter
13:
Death of Advertising—Predictive and Precognitive
Sales and Marketing
Going, going, gone
345
Not just for kids with acne
352
When push comes to .shove
353
Conclusion
358
Chapter U: The BANK
2.0
Road Map
Your critical path checklist for BANK
2.0 360
The future starts here
363
Technology and innovation
З6З
Organisational impact
368
HANK
2.0
projects roadmap
378
Conclusion
384
Glossary of Terms
388
References and Works Cited
394
About the Author
398
|
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| discipline | Wirtschaftswissenschaften |
| edition | Repr. |
| format | Book |
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| id | DE-604.BV037305620 |
| illustrated | Illustrated |
| indexdate | 2024-12-24T00:58:49Z |
| institution | BVB |
| isbn | 9789814302074 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-022460184 |
| oclc_num | 712325736 |
| open_access_boolean | |
| owner | DE-703 DE-92 DE-1049 DE-Aug4 |
| owner_facet | DE-703 DE-92 DE-1049 DE-Aug4 |
| physical | 397 S. Ill., graph. Darst. |
| publishDate | 2011 |
| publishDateSearch | 2011 |
| publishDateSort | 2011 |
| publisher | Marshall Cavendish Business |
| record_format | marc |
| spellingShingle | King, Brett 1968- Bank 2.0 how customer behaviour and technology will change the future of financial services Technologie (DE-588)4059276-5 gnd Zukunft (DE-588)4068097-6 gnd Verbraucherverhalten (DE-588)4062644-1 gnd Bank (DE-588)4004436-1 gnd |
| subject_GND | (DE-588)4059276-5 (DE-588)4068097-6 (DE-588)4062644-1 (DE-588)4004436-1 |
| title | Bank 2.0 how customer behaviour and technology will change the future of financial services |
| title_auth | Bank 2.0 how customer behaviour and technology will change the future of financial services |
| title_exact_search | Bank 2.0 how customer behaviour and technology will change the future of financial services |
| title_full | Bank 2.0 how customer behaviour and technology will change the future of financial services Brett King |
| title_fullStr | Bank 2.0 how customer behaviour and technology will change the future of financial services Brett King |
| title_full_unstemmed | Bank 2.0 how customer behaviour and technology will change the future of financial services Brett King |
| title_short | Bank 2.0 |
| title_sort | bank 2 0 how customer behaviour and technology will change the future of financial services |
| title_sub | how customer behaviour and technology will change the future of financial services |
| topic | Technologie (DE-588)4059276-5 gnd Zukunft (DE-588)4068097-6 gnd Verbraucherverhalten (DE-588)4062644-1 gnd Bank (DE-588)4004436-1 gnd |
| topic_facet | Technologie Zukunft Verbraucherverhalten Bank |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=022460184&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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