The first edition of BANK 2.0 #1 on Amazon's bestseller list for banking and finance in the US, UK, Germany, France, and Japan for over 18 months took the financial world by storm and became synonymous with disruptive customer behaviour, technology shift, and new banking models. In BANK 3.0, Brett King brings the story up to date with the latest trends redefining financial services and payments from the global scramble for dominance of the mobile wallet and the expectations created by tablet computing to the operationalising of the cloud, the explosion of social media, and the rise of the de-banked consumer, who doesn't need a bank at all. BANK 3.0 shows that the gap between customers and financial services players is rapidly widening, leaving massive opportunities for new, non-bank competitors to totally disrupt the industry. "e;On the Web and on Mobile, the customer isn't king he's dictator. Highly impatient, skeptical, cynical. Brett King understands deeply what drives this new hard-nosed customer. Banking professionals would do well to heed his advice."e; Gerry McGovern, author of Killer Web Content

The first edition of BANK 2.0 #1 on Amazon's bestseller list for banking and finance in the US, UK, Germany, France, and Japan for over 18 months took the financial world by storm and became synonymous with disruptive customer behaviour, technology shift, and new banking models. In BANK 3.0, Brett King brings the story up to date with the latest trends redefining financial services and payments from the global scramble for dominance of the mobile wallet and the expectations created by tablet computing to the operationalising of the cloud, the explosion of social media, and the rise of the de-banked consumer, who doesn't need a bank at all. BANK 3.0 shows that the gap between customers and financial services players is rapidly widening, leaving massive opportunities for new, non-bank competitors to totally disrupt the industry. "e;On the Web and on Mobile, the customer isn't king he's dictator. Highly impatient, skeptical, cynical. Brett King understands deeply what drives this new hard-nosed customer. Banking professionals would do well to heed his advice."e; Gerry McGovern, author of Killer Web Content

Acknowledgements 12Introduction 14PART ONE: Changes in Customer BehaviorChapter 1: The Demands of the Hyperconnected Consumer 20Chapter 2: The ROI of Great Customer Experience 48PART TWO: Rebuilding the BankChapter 3 Can the Branch be Saved? 84Chapter 4: Onboard and Engaged-The Ecosystem for Customer Support 120Chapter 5: Web-Why Revenue is Still So Hard to Find... 155Chapter 6: Mobile Banking--Already Huge and It's Just Getting Started 181Chapter 7: The Evolution of Self-Service 207Chapter 8: I Trust the Crowd, More Than I Trust the Brand 235PART THREE: The Road Ahead--Beyond ChannelChapter 9: Living with Continuous Technology Improvement 268Chapter 10: A land in the Data Cloud 288Chapter 11: Engagement Banking: Building Digital Relationships 309Chapter 12: Mobile Payments, Digital Cash and Value Stores 329Chapter 13: Point of Impact: The Contextualisation of Banking and Messaging 359Chapter 14: The road Map to a Better Bank 374Glossary 388References 397