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Bank 2.0 by Brett King

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What the Customer Really Wants Outof the ATM

As has been stressed in the previous chapters, the key change in banking is to move away from a process oriented culture to a customer-centric focus. While banks often talk about the importance of the customer, whether they have really made the shift to such an imperative is debatable. We have spent a whole chapter looking at how the Internet is underleveraged and the customer seems to have been largely forgotten in the singular pursuit of cost reduction, so looking at the customer side of self-service produces a similar picture.

The key problem with the invention of the ATM, similar to that of the Internet, is that it was invented by visionaries, but then built by IT and run by purchasing and premises ...

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