Bank 2.0: How Customer Behavior and Technology Will Change the Future of Financial Services Review

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Bank 2.0: How Customer Behavior and Technology Will Change the Future of Financial Services ReviewMy first impression of Brett King's book is that it speaks my language. As advertised, this is truly "not a book for bankers that want to maintain the status quo." Brett dives into his topics with enthusiasm and talks very directly about how customer behavior and technology, always disruptive forces, are dramatically changing the financial services industry. The book covers everything from measurement of customer/client/member expectations and experience, and offers very good insight on how to improve service levels through the very disruptive forces that often befuddle this industry (e.g. new technologies like social media, mobile payments, OFM). He dedicates entire chapters to topics like the call center, brick and mortar branching, CRM, and VRU systems to manage customer interactions. Who else writes about VRU systems in banking and the impact on the customer experience? He offers sage advice on the state of web development in meeting customer needs (lacking in many industries quite frankly) and other self-service channels like ATMs and online/remote banking. He does a good job of providing some context for technology changes, and how recent innovation will impact banking over the next decade. If you are in financial services industry and are interested in where banking is heading, you'll be well served by picking this book up and being part of ongoing trends that will be impact our industry. With technology changing every day, join the conversation at [...] and the author's Bank 2.0 blog at [...]. Last tip: Be prepared for the next decade in banking by setting your road map today. Pick this up before your Chairman or CEO does!
Bank 2.0: How Customer Behavior and Technology Will Change the Future of Financial Services Overview

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