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Bank 2.0 by Brett King

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Improving the “Invasive VirtualResistance” System

Resistance is futile! When you call your bank today to try to speak to a human, you may often be frustrated. A classic example that I like to cite is that of my old ISP (Internet Service Provider) in Hong Kong, which provided me with broadband Internet service. In 2003, I tried unsuccessfully to reset my password for Internet access because I had inadvertently forgotten it. You see, my ADSL modem was connected to my desktop at home and I loaded the dial-up software on the PC, input the username and password and set it to remember both. That way, every time I needed to access the Internet I just hit the icon and bang—I was connected. But two years later when my PC hard disk went on the fritz, I ...

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