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Bank 2.0: How Customer Behavior and Technology Will Change the Future of Financial Services Hardcover – July 15, 2010


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Product Details

  • Hardcover: 400 pages
  • Publisher: Marshall Cavendish Reference (July 15, 2010)
  • Language: English
  • ISBN-10: 9814302074
  • ISBN-13: 978-9814302074
  • Product Dimensions: 1.5 x 6.2 x 9.2 inches
  • Shipping Weight: 1.4 pounds
  • Average Customer Review: 4.5 out of 5 stars  See all reviews (19 customer reviews)
  • Amazon Best Sellers Rank: #170,953 in Books (See Top 100 in Books)

Editorial Reviews

Review

BANK 2.0 represents a view of the future of bank retailing and channel strategies for the next decade. The fact that banks take so long to respond to these changes to the status quo means that any bank acting upon the key recommendations in this book will be a step ahead of the competition, and that surely is no bad thing. Now think what you could be if you acted upon all of the recommendations --Chris Skinner, Chairman, Financial Services Club

BANK 2.0 is informed by Brett King's analysis of trends in banking over many years... I've worked with Brett and I have seen some of the results; they explain why Brett is highly sought after as an authority on banking and how the industry is likely to evolve into the future. --Dr. Richard Petty, President, CPA Australia

Bank2.0 is exactly the kind of book finance and banking consultants need always sitting on their desks. There is a complete dearth of incisive research, factual data and engaging case studies that document the trends shaping the future of banking in Asia today and Bank 2.0 does an excellent job of plugging that gap. For people suffering a mental block about what the next steps in banking could be, this book offers fresh insights, for those wanting to know the pulse of the industry, this is it and for others like me who are deeply interested in the future of banking this serves as a bible. Another interesting feature is its strong Asia-centric focus with interesting case studies about iconic names such as HSBC and major lenders from mature Asian markets such as Australia, Japan and Hong Kong. I really hope Brett updates this version soon enough to take this definitive guide on banks future to the next level. Very informative and reads like a breeze. --Arush Chopra, Research Analyst, The Asian Banker, Singapore

BANK 2.0 is informed by Brett King's analysis of trends in banking over many years... I've worked with Brett and I have seen some of the results; they explain why Brett is highly sought after as an authority on banking and how the industry is likely to evolve into the future. --Dr. Richard Petty, President, CPA Australia

Bank2.0 is exactly the kind of book finance and banking consultants need always sitting on their desks. There is a complete dearth of incisive research, factual data and engaging case studies that document the trends shaping the future of banking in Asia today and Bank 2.0 does an excellent job of plugging that gap. For people suffering a mental block about what the next steps in banking could be, this book offers fresh insights, for those wanting to know the pulse of the industry, this is it and for others like me who are deeply interested in the future of banking this serves as a bible. Another interesting feature is its strong Asia-centric focus with interesting case studies about iconic names such as HSBC and major lenders from mature Asian markets such as Australia, Japan and Hong Kong. I really hope Brett updates this version soon enough to take this definitive guide on banks future to the next level. Very informative and reads like a breeze. --Arush Chopra, Research Analyst, The Asian Banker, Singapore

BANK 2.0 is informed by Brett King's analysis of trends in banking over many years... I've worked with Brett and I have seen some of the results; they explain why Brett is highly sought after as an authority on banking and how the industry is likely to evolve into the future. --Dr. Richard Petty, President, CPA Australia

Bank2.0 is exactly the kind of book finance and banking consultants need always sitting on their desks. There is a complete dearth of incisive research, factual data and engaging case studies that document the trends shaping the future of banking in Asia today and Bank 2.0 does an excellent job of plugging that gap. For people suffering a mental block about what the next steps in banking could be, this book offers fresh insights, for those wanting to know the pulse of the industry, this is it and for others like me who are deeply interested in the future of banking this serves as a bible. Another interesting feature is its strong Asia-centric focus with interesting case studies about iconic names such as HSBC and major lenders from mature Asian markets such as Australia, Japan and Hong Kong. I really hope Brett updates this version soon enough to take this definitive guide on banks future to the next level. Very informative and reads like a breeze. --Arush Chopra, Research Analyst, The Asian Banker, Singapore

About the Author

Brett King is an accomplished professional speaker, an advisor to top financial institutions globally, and an acknowledged expert on wealth management, customer experience and retail channel distribution strategy. He also runs User Strategy, a boutique consultancy focused on improving customer interaction for leading financial services companies and businesses. Brett previously helmed the Asia division of Modern Media and the E-Business service line for Deloitte. His clients include HSBC, Citigroup, UBS, Standard Chartered, Abu Dhabi Commercial Bank and many more.

More About the Author

Brett King is an Amazon best-selling author, a well-known industry commentator, a sought after keynote speaker, the host of the BREAKING BANK$ radio show on Voice America (an Internet talk-radio network with over nine million monthly listeners), and the founder of the revolutionary mobile-based banking service Moven (Moven.com or search iTunes/Google Play for "Moven"). King was voted as American Banker's Innovator of the Year in 2012, and was nominated by Bank Innovation as one of the Top 10 "coolest brands in banking."

His latest book Breaking Banks debuted at #2 on the Amazon Bestseller's list the first week out. His 2013 book Bank 3.0 (available in seven languages), topped charts in the U.S., U.K., China, Canada, Germany, Japan, and France after its Christmas 2012 release. King has been featured on Fox News, CNBC, Bloomberg, and the BBC, and in Reuters, Financial Times, The Economist, ABA Journal, Bank Technology News, The Asian Banker Journal, The Banker, Wired magazine, and many more. He contributes regularly as a blogger on Huffington Post.

Customer Reviews

Somewhere it get too long but I think it's good book.
ARVIND BHANDARI
He does a good job of providing some context for technology changes, and how recent innovation will impact banking over the next decade.
B. Leimer
If you are in the banking or financial services arena, this book is an absolute must read.
Edward J. Barton

Most Helpful Customer Reviews

13 of 14 people found the following review helpful By B. Leimer on August 5, 2010
Format: Hardcover Verified Purchase
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!
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6 of 8 people found the following review helpful By Nitin Gupta on December 23, 2010
Format: Hardcover Verified Purchase
According to a Bain study, the loyalty leaders in the banking industry experience organic growth rates that are, on average, 10% higher and benefit from a cost of funds that is 80 basis points lower than their competitors, boosting their profit margins.

Brett will shock you, he will force you to think...and this book will drive you to innovate. I would call this book a must read for any banking executive who has "strategy"/"innovation"/"retail"/"online"/"marketing"/"channels" in their title. This book will bring you closer to the way customers TODAY think about banking and money movement & hence help you establish more loyal and deeper customer relationships.
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5 of 7 people found the following review helpful By David Gerbino on August 7, 2010
Format: Hardcover
The following is an approved excerpt of my review of Brett King's book, Bank 2.0, that was published by the ABA Banking Journal. I offered to review the book for the ABA Banking Journal as I am a Community Banker and was planning on reading Brett King's book. They accepted my offer and provided me with a publishers copy.

BANK 2.0: How Customer Behavior and Technology will Change the Future of Financial Services, by Brett King, Marshall Cavendish/Business, 397 pp., 2010

The preface to Brett King's new book, BANK 2.0: How Customer Behavior and Technology will Change the Future of Financial Services, begins: "A staggering 90 per cent of daily transactions are executed electronically today. Institutions that hold on to the belief that physical branches remain at the core of what the brand does, will not adapt easily to the customer of tomorrow who rarely visits a branch or the customer who sees no need for an over-the-counter transaction with cash or cheques. Those who still classify the Internet, ATM and iPhone applications as `alternative' channels will be playing catch up for the next decade, while intermediaries will increasingly capture niche service opportunities. This is where BANK 2.0 starts."

The author is direct and to the point.

The second paragraph begins "Let us be clear. This book is not for traditional bankers who want to stick to the status quo."

Brett King raises the bar very high for this book. At 397 pages, he delivers. My Twitter- style review (140 characters or less) of this book is:

"If you are a banker, buy @BrettKing `s book BANK 2.0 - [...] "

But now on to more specifics.

Look for my full review in "Books for Bankers" on the ABA Banking Journal website.
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1 of 1 people found the following review helpful By Arie Blokland on February 4, 2011
Format: Hardcover Verified Purchase
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!
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1 of 1 people found the following review helpful By ABA Banking Journal Book Reviews on September 23, 2010
Format: Hardcover
ABA Banking Journal found this book important enough that a conversation between author Brett King and several community bankers is featured in the September 2010 ABA Banking Journal digital magazine at the magazine's website. The website also features a dual podcast with King. One part is a speech he gave introducing his book in New York and the other is the full conversation with the bankers. The magazine's website is a dot com address keyed to ababj

Steve Cocheo
Executive Editor
ABA Banking Journal
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