Bank 3.0 – Why Banking is No Longer Somewhere You Go, But Something You Do by Brett King

Bank 3.0 – Why Banking is No Longer Somewhere You Go, But Something You Do by Brett King

Part 01
Changes in Customer Behaviour
1 The Demands of the Hyperconnected Consumer
2 The ROI of Great Customer Experience

Chapter 1
The Demands of the Hyperconnected
Consumer
In 2011 the Internet surpassed television and newspapers as the primary
news source for the Y-Gen demographic in the US.
In 2011 the average
time spent daily using mobile phone apps surpassed the time people spent
surfing the web on their PC.
In the US, approximately 25 per cent of all US
households have no or very limited access to financial services, while there
is a 103 per cent adoption rate of mobile phones and a 76 per cent adoption
of the Internet.
In Asia, there are 1.6 billion people without a basic bank
account,
 while in the same geography there are 2.6 billion mobile phones.
In June 2011, the United Nations declared Internet access a basic human
right. By 2016 more than half the planet will own a smartphone with
Internet access, and Internet access will basically come free with your
monthly contract. Today more people access the Internet via a mobile
device than a PC. Tablets alone will pass PC sales in the next few years.
We live in a world where being connected is not only a basic right, but an
expectation, a simple foundation of our day-to-day lives. Today it’s not
enough to just be connected. Many of us live with multiple devices
simultaneously. A smartphone or two, a tablet, a PC, a gaming device
connected to the Internet, a web-enabled TV to stream content, and more.
We live in a hyperconnected world.
My kids who are three, nine and twelve (at time of press) will never live
in a world without a mobile phone or an Internet connection. They won’t be
able to conceptualise a world that never had “always on” messaging, social
networks, multitouch tablets and other such technologies. They won’t
perceive of these technologies as unique, new, advanced or “alternative”
channels. They’ll simply expect the world to work in that context. If you
don’t—you’re irrelevant

Bank 3.0 – Why Banking is No Longer Somewhere You Go, But Something You Do by Brett King