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Bank 2.0 by Brett King

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Organisation Structure

By examining the behaviour of customers, the glaring realisation is that institutions are essentially assuming that customers only ever use one channel at a time to interact with them. Hence, it is not unusual to find a Web team that believes it can take 30–40 per cent of branch traffic and service it online. Likewise, it is not unusual to hear proponents of branch banking telling us “the branch is back”, and that the winning strategy is to be investing in more real estate and variations of branch to retain customers. It’s also not unusual for customers to receive dozens of direct mail offers, email marketing offers or SMS promotions from different “revenue centres” within the bank, independent of one another.
In 2008, ...

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