Service in the financial sector is no longer about friendly representatives in the branch, efficient voices at the Call Center, ATM machines that work perfectly every time, websites that are fast, secure and easy to navigate. It is about ALL of these channels, and more - much more every day.
Brett King is the first author to delve deeply into the consequences of this cross channel experience, explaining in clear terms and with global examples where the banking industry is today, and where it is headed in the future. He explains the migration from cash to chips, the convergence of banks and phones, and the transformations that will be required in advertising, technology and organizational dynamics and design.
If you are in the industry and want to know where things are headed, this is as close as you will come to a crystal ball for the future. If you are a bank customer, you will find this a fasinating read that likely puts you ahead of your own bank in preparation, insight and understanding.