TY  - BOOK
AU  - King,Brett
TI  - Bank 3.0: why banking is no longer somewhere you go, but something you do 
SN  - 1118589637
AV  - HG 1615 K52b 2012
U1  - 332.17 23
PY  - 2013///
CY  - Singapore
PB  - John Wiley
KW  - Bancos
KW  - Servicio al cliente
KW  - Servicios bancarios
KW  - Banks and banking
KW  - Customer services
KW  - Bank management
KW  - Financial services industry
N1  - Includes bibliographical references (p. [397-399]); 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
ER  -