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This book argues that customer behaviour and technology are fundamentally reshaping the future of financial services. It explores how banks today are failing to adapt to shifts such as digital channels, mobile devices, social networking, and changing customer expectations, and shows how banking channels like branches, call centres, websites, IVRs etc. need to evolve. It highlights that traditional notions of “alternative channels” are falling away as customers increasingly choose digital, mobile and self-service options. The author also considers how technology will erode the use of cheques, make mobile phones central to payments, force bank branches to reinvent themselves, and generally demand that financial institutions become more customer-centric and technologically agile.

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245: $a: Bank 2.0: How Customer Behaviour and Technology Will Change the Future of Financial Services
245: $b:
082: $a:
100: $a: Brett King
650: $a: Banking
250: $a: 1st
440: $v:
250: $b: Marshall Cavendish Business
250: $c: 2010
020: $a: 978-981-4302-07-4
300: $a: 397