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Bank 2.0 by Brett King

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Organisational Impact

As an organisation, your bank is rapidly going to have to re-engineer itself around the customer more effectively. The current departmental structure effectively creates competition for resources that could otherwise be optimised in servicing the customer. For example, removing duplication of silos such as the call centre, Internet banking and email handling for different business units (i.e. retail versus commercial banking, personal Internet banking versus commercial internet banking, etc). It means creating a consistent service across all channels because branch performance is no longer the key measure for customer experience. Customers now evaluate the bank on its performance across EVERY channel—a great branch experience ...

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