Enter your mobile number or email address below and we'll send you a link to download the free Kindle App. Then you can start reading Kindle books on your smartphone, tablet, or computer - no Kindle device required.

  • Apple
  • Android
  • Windows Phone
  • Android

To get the free app, enter your mobile phone number.

Bank 2.0: How Customer Behavior and Technology Will Change the Future of Financial Services

4.5 out of 5 stars 19 customer reviews
ISBN-13: 082-3973050014
ISBN-10: 9814302074
Why is ISBN important?
ISBN
This bar-code number lets you verify that you're getting exactly the right version or edition of a book. The 13-digit and 10-digit formats both work.
Scan an ISBN with your phone
Use the Amazon App to scan ISBNs and compare prices.
Have one to sell? Sell on Amazon
Buy used
$6.99
Condition: Used: Very Good
Comment: Unbeatable customer service, and we usually ship the same or next day. Over one million satisfied customers!
Access codes and supplements are not guaranteed with used items.
46 Used from $0.01
FREE Shipping on orders over $25.
More Buying Choices
12 New from $7.99 46 Used from $0.01

There is a newer edition of this item:

Free Two-Day Shipping for College Students with Prime Student Free%20Two-Day%20Shipping%20for%20College%20Students%20with%20Amazon%20Student


Excel2016ForDummiesVideo
Excel 2016 For Dummies Video Training
Discover what Excel can do for you with self-paced video lessons from For Dummies. Learn more.
click to open popover

Special Offers and Product Promotions


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.
NO_CONTENT_IN_FEATURE

The latest book club pick from Oprah
"The Underground Railroad" by Colson Whitehead is a magnificent novel chronicling a young slave's adventures as she makes a desperate bid for freedom in the antebellum South. See more

Product Details

  • Hardcover: 400 pages
  • Publisher: Marshall Cavendish Reference (July 15, 2010)
  • Language: English
  • ISBN-10: 9814302074
  • ISBN-13: 978-9814302074
  • Product Dimensions: 9.4 x 6.4 x 1.2 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: #1,046,679 in Books (See Top 100 in Books)

Customer Reviews

Top Customer Reviews

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!
Comment 13 people found this helpful. Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
Report abuse
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.
Comment One person found this helpful. Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
Report abuse
Format: Hardcover Verified Purchase
Great book to have. I learned so much how other countries have their own money transaction strategies.

That alone pays for the price of the book itself.

Have a copy rather than spending time pulling pieces of information online.
Comment Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
Report abuse
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.
Comment 6 people found this helpful. Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
Report abuse
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.
1 Comment One person found this helpful. Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
Report abuse
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.
Comment 6 people found this helpful. Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
Report abuse

Most Recent Customer Reviews