Books & publications
Accenture | Banking on Digital. Building Trust and Innovation in Financial Services, 2013.
Accenture | The RE-banking Revolution. Innovative Practices from Non-banking Companies that Banks Can Use to Improve Customer Engagement, 2013.
Bain & Company | Customer Loyalty in Retail Banking, 2012.
CapGemini | The Future of Bank Branches. Coordinating Physical with Digital, 2013.
Celent | Top Trends in Retail Banking 2013, 2012.
Cisco IBSG | Winning Strategies for Financial Services Players in the Age of Mobile and Social Payments, febrero 2013.
Cisco IBSG | Winning Strategies for Omnichannel Banking, 2012.
EFMA/Kurt Salmon | Phygital and Other Digital Challenges for Retail Banks, 2013.
EFMA/Peppers&Rogers Group | Customer Experience in Retail Banking, 2010.
Forrester Research | Assess the Impact of Touchpoints Along the Consumer Path-to-Purchase, abril 2013.
Forrester Research | How Chief Customer Officers Orchestrate Experiences, 2013.
Forrester Research | How to Engage Your Omnichannel Consumer. Brand Engagement the Consumer Way, 2013.
Forrester Research | The Rise of the Chief Customer Officer, enero 2011.
Gartner | Agenda Overview for Banking and Investment Services, enero 2013.
Gartner | Ed Thompson, analyst. Gartner | Gartner Says Customer Experience Enters Top 10 CIO Priorities for 2012, abril 2012.
Gartner | Online Banking as a Discrete Channel Is Obsolete, 2013.
Gartner | The Nexus of Forces: Social, Mobile, Cloud, and Information, junio 2012.
Google | The Customer Journey to Online Purchase, 2013.
Google | The New Multi-screen World: Understanding Cross-platform Consumer Behavior, agosto 2012.
Google | The Role of Search in Credit Card Shoping, 2010.
Google | The Zero Moment of Truth for Credit Cards, 2011.
Google | Understanding Credit Card Researchers, 2010. Harley Manning, Kerry Bodine and Josh Bernoff | Outside In: The Power of Putting Customers at the Center of Your Business, 2012.
Harvard Business Review | People Are the New Channel, abril 2013.
Harvard Business Review | The Truth About Customer Experience, 2013.
Infosys | The Multi-channel UX Model, 2013.
Infosys | Technology insights for the Financial Services Industry, 2013.
iProspect | Omni-channel: The Marketing Evolution That Changes Everything, 2013.
Mapa Research | Digital Sales: Enhancing Existing Customer Relationships. Insight Report on Digital Sale Techniques across Different Channels (Internet, Mobile and Tablet Banking), 2013.
McKinsey & Company | A Symphony of Separate Instruments: Cross-channel and Online Sales - CMO & Sales Office Forum: Multichannel Delivery, 2013.
McKinsey & Company | Customer Journey Analytics and Big Data, 2013.
McKinsey & Company | Major Bank, Major Digital Transformation, diciembre 2012.
McKinsey & Company | Winning the customer decision journey, diciembre 2011.
Monitise/Future Foundation/InVision | M-commerce: What Consumers Want from Financial Institutions, julio 2013. Online Banking Report | FINovate Quarterly Q2 2013, 2013.
PricewaterhouseCoopers | Rebooting the Branch. Reinventing Branch Banking in a Multi-channel, Global Environment, 2013.
TNS | Direct Banks and the Future of Retail Banking, 2012.