Summary: How do banks re-engage with customers in an era of consumer protection and financial reform? Paradoxically, through the same digital channels that disrupted the personal banking relationship in the first place.
My take: I love “Mentally shift from client service to client experience” recommendation. And this beautiful story about evolution of relationship with bank that spirals: first a physical experience (leather comfy chair, lollipop, cashier as a friend), then digital services and, in the end, brought back to an augmented experience thanks to technology. That’s all what DiCoDE is about!
This is also a great (set of) article(s) about Bank 2.0