Brett King

Ten years ago, no one could have predicted that 90% of daily transactions would be electronic, that Internet banking would provide more revenue than branches in most developed markets, that social network conversations would be the primary criteria for whether customers trust a financial institution's brand, and that growth in mobile banking would be the final nail in the coffin for the dominance of branch banking.

In this presentation, Brett King, author of Bank 2.0, explains why customer behavior is changing so rapidly while discussing the three phases of disruptive change. Outlining why checks are rapidly disappearing and cash is next, why your mobile phone will replace your wallet in the next two to three years, and how bank branches must evolve, Bank 2.0 shows how financial institutions must reinvent themselves or become irrelevant and how banks can adapt and thrive in this new environment.

Most of our business models are based on physical interactions, processes that occur face to face, and value based on presence – but what happens when the fundamentals of consumer behavior shift? If you don't yet understand "The Big Shift" then it is likely you and those around you still perceive changes like the arrival of the Internet, smartphones, mobile payments, social media, and social networking as the progression of technology adoption. But what if there was much more to these changes? What if they formed the basis of something fundamental and, when seen collectively, they foretold much bigger and more significant changes in the future?

Whether it is a brand or the value assets or potential of a future investment, chances are consumers are already communicating their opinions using social media platforms. Brett King, the author of the global bestseller Bank 2.0, offers an analysis of the tools that have arisen from "The Big Shift"—and how they can be used to gauge customer sentiment—in an exciting presentation that will change your view of customer interactions forever.