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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: 6.4 x 1.2 x 9.3 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: #445,455 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

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See all 19 customer reviews
If you are in the banking or financial services arena, this book is an absolute must read.
Edward J. Barton
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
This book is very interesting to read, with ideas easy to grasp and with solutions that could be implemented instantly.
Ahmed

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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1 of 1 people found the following review helpful By Michael Ruckman on March 26, 2013
Format: Hardcover
This is a comprehensive book (or even textbook) for understanding and, to some extent, evaluating where your bank stands in meeting the future of financial services. Bank practitioners will enjoy the numerous diagrams illustrations, checklists and examples of project roadmaps. Consultants will find this to be essential reading for measuring bank preparedness for the technological changes at hand.
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1 of 1 people found the following review helpful By Edward J. Barton TOP 1000 REVIEWERVINE VOICE on November 29, 2012
Format: Hardcover Verified Purchase
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.
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1 of 1 people found the following review helpful By Bryan E. Clagett on February 4, 2011
Format: Hardcover
Brett provides a strong case for how the retail banking industry must evolve to adapt to ever-changing consumer preference. Technology and disruptive innovation shapes consumer attitudes and clearly offers the banking industry remarkable opportunity to engage in ways never before possible. A revolution is occurring, and it's time to lead, follow or get out of the way. King is leading.
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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 Ahmed on September 24, 2010
Format: Hardcover
The financial sector is transforming rapidly especially the banking field. Bank 2.0 dives into these changes and illustrates ways to catch up with the change. This book is very interesting to read, with ideas easy to grasp and with solutions that could be implemented instantly. Bank 2.0 is a very rare piece of litereature on the subject of financial services transformation.
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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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