
Bank 3.0
Description
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Content
- Cover
- Contents
- Acknowledgements
- Introduction
- Part 1 Changes in Customer Behaviour
- 1 The Demands of the Hyperconnected Consumer
- 2 The ROI of Great Customer Experience
- Part 2 Rebuilding the Bank
- 3 Can the Branch Be Saved?
- 4 Onboard and Engaged-The Ecosystem for Customer Support
- 5 Web-Why Revenue Is Still So Hard To Find.
- 6 Mobile Banking-Already Huge and It's Just Getting Started
- 7 The Evolution of Self-Service
- 8 I Trust the Crowd, More Than I Trust the Brand
- Part 3 The Road Ahead-Beyond Channel
- 9 Living with Continuous Technology Improvement
- 10 A Land in the Data Cloud
- 11 Engagement Banking:Building Digital Relationships
- 12 Mobile Payments, Digital Cash and Value Stores
- 13 Point of Impact: The Contextualisation of Banking and Messaging
- 14 The Road Map to a Better Bank
- Glossary
- References
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