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ID:37943026
大小:6.08 MB
页数:366页
时间:2019-06-03
《Bank 3.0 Why Banking Is No Longer Somewhere You Go But Something You Do》由会员上传分享,免费在线阅读,更多相关内容在行业资料-天天文库。
1、ContentsAcknowledgementsIntroductionPart01:ChangesinCustomerBehaviourChapter1:TheDemandsoftheHyperconnectedConsumerPsychologicalimpactProcessofdiffusionThefourphasesofbehaviouraldisruptionRetailbankingdisruptionandthede-bankedUtilityandservicearethenewdifferentiatorsChapter2:TheRO
2、IofGreatCustomerExperienceChannelsilosOrganisationstructureTheBranchversusOnlineversusMobiledebateBreakingbadinertiaPart02:RebuildingtheBankChapter3:CantheBranchBeSaved?Alwaysbanking,neveratabank™Thecorefunctionofthebranchinthe21stcenturyBranchinnovationsbuilttoengageWhathappenswh
3、entheydon’tvisitanymore?BranchimprovementstodayChapter4:OnboardandEngaged—TheEcosystemforCustomerSupportTheneedforbettersupportSiri,Lola,SkypeandVoIPWhenaconsumerwantstobecomeacustomerCustomer-centredmeansorganisationalchangeResponsivearchitectureConclusions:Tacticalchannelimprove
4、mentChapter5:Web—WhyRevenueIsStillSoHardToFind...Whyaren’twebuyingmoreonline?Whatsellsonline?Screen(web/tablet/mobile)firstCross-selltoexistingcustomersInternetchannelimprovementtodayChapter6:MobileBanking—AlreadyHugeandIt’sJustGettingStartedThegreatestdeviceeversoldThelandscapeBr
5、ingingbankingtotheunbankedWhatdoesthefuturehold?Chapter7:TheEvolutionofSelf-ServiceSelf-servicebanking—whereitallstartedAreATMsmorethanjustcashdispensers?Thenext10yearsConclusionsChapter8:ITrusttheCrowd,MoreThanITrusttheBrandSocialmediagrowsupWhatisitgoodfor?Youcan’tcontrolthecrow
6、dAdvocacyandinfluence—therealROICrowdsourcing—usethepowerofthecrowdConclusions:WhatitallmeansPart03:TheRoadAhead—BeyondChannelChapter9:LivingwithContinuousTechnologyImprovementFaster,smaller,smarterEnterprise-wideimplicationsChapter10:ALandintheDataCloudBigDataAugmentedrealityChap
7、ter11:EngagementBanking:BuildingDigitalRelationshipsTheeraofcustomerengagementEngaginginthedialogueRiskmitigationversusROIEngagingtheoverwhelmedprosumerChapter12:MobilePayments,DigitalCashandValueStoresAremobilepaymentsmainstream?TheemergenceofthemobilewalletWhowillwinthewalletbat
8、tle?VirtualcurrenciesMobileP2Ppay
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