Bank 3.0 Why Banking Is No Longer Somewhere You Go But Something You Do

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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