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December 18, 2009

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Nick Dalla Riva

My favourite saying about 'banks of the future' is "The best bank in the world is the bank you didn't know you had" Meaning: You don't need to go there, you don't feel the fee pain, you don't get charged unnecessarily, your deposits enable you to enjoy life without worrying about money, and the CRM system turns into a tax/cashflow optimisation system - less concerned with how to cross sell, and more concerned with opt out cross sell based on 'financial optiomisation' for the customers benefit -not the banks.

Brett King

In developed markets like Australia recent surveys show 50% of customers go to branches once a year, and around 16% never go to branches. We wonder whether there is a role for the branch at all in the future?

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