BANK 2.0

Preface
序言
Acknowledgements
致谢
Introduction
引言


PART ONE: Changes in Customer Behaviour
第一部分:客户行为方式的变化
Chapter 1: What the Internet and “CrackBerry” Have Taught Customers
第1章:互联网和"黑莓"教会了客户什么
Chapter 2: Measuring the Customer Experience
第2章:用户满意度


PART TWO: Fixing the Broken Bits—Channel Improvement
第二部分:渠道整合
Chapter 3: Rebuilding the Branch One Customer at a Time
第3章：重复工作
Chapter 4: Please Hang Up and Try Again—Contact Centres and IVRs
第4章：请挂断并再试一次—联络中心或者IVRs
Chapter 5: Web—More Than 10 Years Old ... and Still Broken
第5章：网络—10年以后...止步不前
Chapter 6: Mobile—The New Internet and Death of Cash?
第6章：移动设备—新的互联网或者现金的终结者？
Chapter 7: ATM and Self-Service Banking—Convergence and Control
第7章：ATM和自助服务—整合与控制
Chapter 8: Navigating Rapid Change Dynamics
第8章：驾驭快速变化的客户互动




PART THREE: The Road Ahead—Beyond Channel
第三部分:未来之路-超越渠道
Chapter 9: Deep Impact—Technology and Disruptive Innovation
第9章：
Chapter 10: Gridless Customer Experience—More Complexity, More Choice
第10章: 自由的用户体验—更复杂，更多的选择
Chapter 11: The Emergence of the Prosumer—Collective Intelligence, Social Networking and Web 2.0
第11章：产销合一者的出现--集体智慧、社交网络和Web 2
Chapter 12: Future Payments and Cash—RFID, Biometrics, P2P Micropayments, Digital Cash
第12章:未来的支付和现金-RFID—无线射频识别技术,生物辨识系统,P2P小额付款,数字现金
Chapter 13: Death of Advertising—Predictive and Precognitive Sales and Marketing
第13章:广告杀手—预测营销
Chapter 14: The BANK 2.0 Road Map
第14章:银行2.0版路线图


Glossary of Terms
术语汇编
References and Works Cited
参考和引用作品
About the Author
关于作者