The lowest-priced, brand-new, unused, unopened, undamaged item in its original packaging (where packaging is applicable).Packaging should be the same as what is found in a retail store, unless the item is handmade or was packaged by the manufacturer in non-retail packaging, such as an unprinted box or plastic bag.See details for additional description.
black & white illustrations, black & white tables, figures
Table Of Contents
Part One: Changes in Customer Behavior Chapter 1: What the Internet and VrackBerry Chapter 2: Measuring the Customer Experience Part Two: Fixing the Broken Bits- Channel Improvement Chapter 3: Rebuilding the Branch One Customer at a Time Chapter 4: Please Hang Up and Try Again - Contact Centers and IVRs Chapter 5: Web - More Than 10 Years Old...and Still Broken Chapter 6: Mobile - The New Internet and Death of Cash? Chapter 7: ATM and Self-Service Banking - Convergence and Control Chapter 8: Navigating Rapid Change Dynamics Conclusion
Brett King is a strategic advisor to the financial services sector and the founder of the International Academy of Financial Management, a professional association focused on financial services. He is an International Judge for the Asian Banker Retail Excellence Awards and for the Middle-East Business Achievement Awards. A regular speaker at the top global conferences for financial services, King is an acknowledged expert on wealth management, customer experience, and retail channel distribution strategy. He publishes regularly in his role as industry advisor on Huffington Post (Business News), Internet Evolution, and his personal blog, Banking4Tomorrow.com. King is the founder of the world's first mobile direct bank, Movenbank. He also runs UserStrategy, a boutique consultancy focused on improving customer interaction for leading financial services, companies and businesses. He previously led the Asia division for Modem Media/Digitas (part of the Publicis Groupe) and the E-Business service line for Deloitte (Financial Institutions Industry focus). His clients include HSBC, Citigroup, UBS, Standard Chartered, Abu Dhabi Commercial Bank, Emirates NBD, BNP Paribas, and more.