Bank 2.0: How customer behaviour and technology will change the future of financial services [Hardcover]

As overused as the word "innovation" may be, it's still an important concept to the financial services industry, where nimble newcomers can easily crop up and steal market share with the clever use of new technology and new communication outlets such as Twitter and Facebook. The innovators in these pages may not be the next Mark Zuckerberg or Steve Jobs. With a few exceptions, they're bankers and financial services executives who are adding new elements, such as crowdsourcing, mobile text alerts and context-aware computing, to more traditional financial services. But they're enhancing their offerings in a way that provides much-needed convenience, simplicity, debt assistance and faster access to credit. Our first choice, Brett King, stands out from the rest. He's one of the few who is not a banker, but on the contrary a bank critic. He doesn't have an actual product or working service yet. But the disrupter compay he plans to open this summer, Movenbank, will be closely watched by all in the industry. At a recent conference, King showed a video in which his toddler daughter was shown a magazine and practially cried as she tried to click on it and got nothing. Then she was offered an iPad and she began merrily clicking and swiping around on the user-friendly device. This is what banking needs to be like one day, King says: Frictionless, easy and fun. Will Movenbank make it so? We look forward to seeing what King accomplishes. --AmericanBanker.com, 2012

BANK 2.0 represents a view of the future of bank retailing and channel strategies for the next decade. The fact that banks take so long to respond to these changes to the status quo means that any bank acting upon the key recommendations in this book will be a step ahead of the competition, and that surely is no bad thing. Now think what you could be if you acted upon all of the recommendations --Chris Skinner, Chairman, Financial Services Club

BANK 2.0 is informed by Brett King's analysis of trends in banking over many years... I've worked with Brett and I have seen some of the results; they explain why Brett is highly sought after as an authority on banking and how the industry is likely to evolve into the future --.- Dr. Richard Petty, President, CPA Australia

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 2.0 reveals 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 King is 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.