The art of better retail banking : supportable predictions on the future of retail banking

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This innovative book on retail banking is both readable and thought-provoking, offering accessible analysis and insights into the evolving landscape of customer power. It emphasizes the importance of leadership, creativity, and the effective integration of IT and human resources to enhance customer satisfaction, pointing towards future competitive differentiation. The authors present a stimulating and lively narrative that is informative and occasionally controversial, encouraging readers to engage with the challenges facing management in a rapidly changing industry. Clear enough for laypersons yet thorough for banking professionals, the book outlines successful strategies for retail businesses, addressing the pressing challenges of technology, production costs, and service scope. It highlights the need for banks to adapt to industry-wide changes, providing a valuable guide for navigating the future. The text underscores the significance of understanding 'value' from various stakeholder perspectives, aiming to enhance the value proposition for customers, employees, and shareholders alike. Additionally, it offers a fresh perspective on the role of IT in shaping retail banking strategies, guiding both banks and IT suppliers through the complexities and challenges ahead. Overall, this book serves as a practical manual filled with insights and advice for those in the retail banking sector.