The financial crisis is just beginning for retail institutions. Ninety to ninety-five per cent of bank transactions are executed electronically today. The Internet, ATMs, call centers and smartphones have become mainstream for customers. But banks still classify these as 'alternative channels' and maintain an organization structure where Branch dominates thinking. Continued technology innovations, Web 2.0, social networking, app phones and mobility are also stretching traditional banking models to the limit. BANK 2.0 reveals why customer behavior is so rapidly changing, how branches will evolve, why cheques are disappearing, and why your mobile phone will replace your wallet-all within the next 10 years.
