Not too long ago, customers contended with “banker’s hours.” Getting service meant rushing to the nearest branch before closing times. That old mindset is gradually changing, and banks are facing the same forces of disruption as every other sector challenged by new business models and rising consumer expectations. Competition has changed and can now come from unexpected places — a highly responsive fintech, a digital-only bank, or even a retailer like Amazon, which may soon offer checking accounts.1 This change has given extra currency to a term unheard of in the banking industry 10 years ago: disintermediation.
Chapter 1 - The Importance of Personalization
Chapter 2 - A New Age of Intelligent Communication
Chapter 3 - Keeping Communications Private
Chapter 4 - Avoiding Disintermediation by Embracing It
Chapter 5 - Open to Innovation: How Banks Can Stay Ahead
Chapter 6 - PSD2 — and How Banks Can Disrupt Themselves
Chapter 7 - Improving Customer Experience with Digital Listening
Chapter 8 - Opening New Avenues of Communication
Chapter 9 - Omnichannel is the Future of Banking
Chapter 10 - Improving in-Person Communication at Banks
Chapter 11 - Turning Communications into Cash
Chapter 12 - Open to the Future
