Bank 2.0: How customer behaviour and technology will change the future of financial services: How Customer Behavior and Technology Will Change the Future of Financial Services

As a professional working in retail banking, I have found this book an excellent guide to the future of the retail environment. Packed with great observations, opinions and ideas this book should be read by anyone with an interest in retail banking and technology.

I bought this book to learn about the future marketing challenges faced by people working in the banking industry. This book gave me what I wanted, both an opportunity to see inside the banking industry and a strong viewpoint as to what will make banks successful. Brett King portrays the industry as a slow moving, non-customer centric business still structured around the branch channel. He challenges the industry to move with their customers and in particular to exploit the opportunities provided by advances in technology to better meet customer needs. Key capabilities required going forward are excellence in understanding how customers interact with their bank cross-channel, supported by teams capable of delivering streamlined and personalised customer experiences at every touchpoint.If you are a non-financial marketer or an interactive marketer familiar with customer needs analysis and usability best practices then you may find that some chapters of the book 'preach' what you already 'practice'. This is not a criticism of the book itself, as it appears evident that the banking industry can adopt many best practices already established in other industry verticals. Bank 2.0 is targeted at people working in the banking industry, and provides a clear, well researched and structured viewpoint of how the industry should develop.

I did enjoy the experience of buying this book. It concerns the banking managers and stakeholders of financial services. It has a section of future banking services and how the modern technology will lead the future of the delivery of financial services. Generally speaking, it should be on your office desktop if you have banking interests.

Great book, reads easy. Can't wait for the bank 3.0 book. I met the writer recently since he was a speaker on a seminar in Rome, and I'm sure he has a great vision on banking in the future.

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.

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 !

Technological innovations are introduced and accepted with increasing speed. While it took television 22 years to reach mass adaptation, it took the PC 14, Internet 7 and Facebook 2 years. With current mobile developments (iPhone, Android), it's clear that the direction of all these innovations is to give people access to information and services at all times and places.Result is that the use of technology changes the behavior of people as customers. We have seen this in many areas; we order products like books and tickets online. We expect excellent service, and if we don't get it, we let the world know through blogs and twitter.Financial Services, and especially banking, is not keeping up with the changing demands of customers. The only reason they get away with that is that the barriers to entry the banking market are very high. This is about to change, as customers become less reluctant to change bank, and new companies like Google, Facebook and Amazon develop the resources and the incentive to enter the market.Bank 2.0 is a comprehensive book about how these two drivers - customer behavior and technology - are changing the future of financial services. It starts with an introduction which addresses how distribution channels are often still based on the branch as the primary channel, with alternative channels as an addition. But customers demand a consistent experience across the bank and just want to deal with their bank in the most efficient way.Part 2 of the book deals with various channels and how they can be improved. These include branches, contact centers, the web, mobile and ATM's. Each chapter describes global trends and case studies, backed up with relevant statistics. Brett makes practical suggestions many of which could easily be implemented.The last section provides a glimpse into the future, showing how some cutting edge innovations currently in development in various areas are coming together and completely changing the landscape of the financial services industry. These areas include technology but also social networking and advertising.Bank 2.0 is a very comprehensive and well researched book which should be read by everyone responsible for - or interested in - innovation in banking.

My first impression of Brett King's book is that it speaks my language. As advertised, this is truly "not a book for bankers that want to maintain the status quo." Brett dives into his topics with enthusiasm and talks very directly about how customer behavior and technology, always disruptive forces, are dramatically changing the financial services industry. The book covers everything from measurement of customer/client/member expectations and experience, and offers very good insight on how to improve service levels through the very disruptive forces that often befuddle this industry (e.g. new technologies like social media, mobile payments, OFM). He dedicates entire chapters to topics like the call center, brick and mortar branching, CRM, and VRU systems to manage customer interactions. Who else writes about VRU systems in banking and the impact on the customer experience? He offers sage advice on the state of web development in meeting customer needs (lacking in many industries quite frankly) and other self-service channels like ATMs and online/remote banking. He does a good job of providing some context for technology changes, and how recent innovation will impact banking over the next decade. If you are in financial services industry and are interested in where banking is heading, you'll be well served by picking this book up and being part of ongoing trends that will be impact our industry. With technology changing every day, join the conversation at [...] and the author's Bank 2.0 blog at [...]. Last tip: Be prepared for the next decade in banking by setting your road map today. Pick this up before your Chairman or CEO does!

I found the book to be interesting, Brett brings to light some emerging trends but I found overall it to be pedantic and academic. No real meat on the bone, like most "business pop culture" style books, it just doesn't go deep enough to break any new ground.

If you are in the banking or financial services arena, this book is an absolute must read. Brett King takes the reader through an analysis of the future of banking - especially at the consumer level - that will leave the traditional brick and mortar branch oriented community banker shivering in their shoes.Exploring the interaction of e-commerce, mobility, consumer behavior, empowerment and the evolution of a paperless society, King paints a picture of a virtual banking environment that will hold much of the transaction and interaction volume of the future. Coupled with a view and vision of a branch environment that is more coffeehouse and less queue, the book will shake up your thoughts about the banking industry.A thought provoking read for the financial services executive.

Already after the first pages, Brett King inspired me. I am a banker in Holland and always looking for a practical implementation of new innovation on behalf of the customers service. Bank 2.0 luckily to my opinion advices the bankpeople to go with the evolution of technology and the customers instead of writing what the banks are doing wrong. A positive flow in the book is what inspires me. Great book for non-bankers as well as bankers. Because the world is the same and dynamic, only banking world differs a bit from the rest. So topic is relevant in time. In the mean time I follow Brett King on twitter and his blog. I recommend this as well as his book Bank 2.0!

Bank 2.0was actually the last one you wrote that was halfway decent.Bank 3.0 was a joke and in 4.0 you were an absolutely pathetic “wanna be”. Your tome was like day old bread to be honest.Awfully written with out any real depth. It made me wonder if you actually wrote it.I think you’re out of your league to be truly accurate.I won’t buy any more of your books going forward in 2020.What a shame as you used to be good.If this book was a broken horse I’d have to consider taking it out of its misery.In fact ...Brett King is truly an international best selling author the bar has certainly been lowered!Absolute rubbish!Cheers and good luck to you!