(Ebook) The Future of Retail Banking: Delivering Value to Global Customer by Joseph A. DiVanna ISBN 9780230509566, 9781403911261, 0230509568, 1403911266

(Ebook) The Future of Retail Banking: Delivering Value to Global Customer by Joseph A. DiVanna ISBN 9780230509566, 9781403911261, 0230509568, 1403911266

PrefaceThis book is not designed as a prediction of the future, but rather as areflection on how banks from many different parts of the world are preparingfor the future. As a reader, you will notice the number of smaller banks,regional banks and lesser-known financial services companies from all parts ofthe world referenced in this text; this is not to demonstrate a superiorcapability, product or offering but to illustrate the diversity in the globaltapestry of retail banking. I used these institutions to illustrate bankingservices because, as a reader, I myself think that many of the more traditionalexamples of large international banks have been overused by other authors inthe last few years. However, many of these firms do indeed have valuablelessons to teach large and small banks.The intention of this book is to stimulate an understanding of themetamorphosis that is happening within the retail banking industry at thistime. One must consider while reading this book that the traditional operationsof banking have to be reconsidered, rethought and revitalized not only becausetechnology makes new services and products possible, but also because of thenew opportunities that technology brings in terms of value to customers andshareholders. Because I believe that more lessons may be learned from themistakes that companies make than from their successful stories, I haveexamined several case studies of financial services blunders. To preservecompanies’ confidentiality, I have omitted their identities in the case ofblunders, whereas I identified them by name and product name in the case ofgood examples of products, services and the application of technology.