4 of 5 people found the following review helpful
Essential Reading for all new retail bank CEOs,
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This review is from: Bank 2.0: How customer behaviour and technology will change the future of financial services (Hardcover)
Starting and ending with the customer this book is essential reading for anyone looking to set up a new retail bank in the UK.
In the UK we are seeing a number of new entrants looking at the potential to enter the retail banking market. Not everyone has traditional banking experience but with the significant change over the last decade in customer service expectations, Brett's book clearly states the areas that any new entrant should be looking to understand.
And yes traditional banking board structures and responsibilities are under threat. Compliance and risk officers becoming customer advocates, silo minded product managers driven by out dated KPIs , IT directors working with and reporting directly to senior management and contact centre workers truly empowered to help customers !
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