Preface xi Introduction xv Chapter 1 Nature of the Challenge 1 1.1 Three Mutually Reinforcing Transformations 1 1.2 Banking in the Post-Bank World 18 1.3 Case Studies - Digital-Only Exemplars 27 1.4 Overview of the Three Transformations 31 1.5 Putting it All Together 57 1.6 Appendix: Are You a "2030 Probable Winner"? 62 Chapter 2 The Changing Landscape 67 2.1 Overview: Key Forces Reshaping the Sector 67 2.
2 Modern Financial Lives: Four Archetypes to Consider 70 2.3 Waves of Digitization: The Era of Digital Engagement 82 2.4 Technology Trends: Impact of Artificial Intelligence, Digital Assets and New Devices 90 Chapter 3 The Customer Transformation: From Balance Sheet-driven Products to Financial Health-driven Services and Support 95 3.1 Rethinking the Chief Customer Officer 96 3.2 Rethinking Financial Health 104 3.3 Theme 1: Enable Day-to-Day Household Financial Management 109 3.4 Theme 2: Empower Exchange 124 3.5 Theme 3: Facilitate Customers' Financial Networks 132 3.
6 Theme 4: Unblock Accumulation and Decumulation 136 3.7 Theme 5: Put Customers in Control of their Money, Relationships and Data 162 3.8 Rethinking Customer Digital Engagement 166 Chapter 4 The Architecture Transformation: From Accounts-based Architecture to Customer's Graphs, Events and Smart Contracts 171 4.1 Prisoners of the Architecture 172 4.2 Theme 1: Loose Coupling 180 4.3 Theme 2: Customer Graphs and Event Histories 183 4.4 Theme 3: Configurable Products 200 4.5 Theme 4: Context-Specific Experiences 202 4.
6 Theme 5: Real-Time Settlement and Accounts 204 4.7 Summary: The Healthy Money Architectural Layers 205 Chapter 5 The Leadership Transformation From a Customer Inertia Mindset to a Customer Engagement and Renovation Mindset 209 5.1 Drivers of Incumbency Inertia 210 5.2 New Realities, New Mindsets 213 5.3 Theme 1: Perpetually Reassert the Headroom of Unmet Customer Needs 217 5.4 Theme 2: Ruthlessly Focus on the Multiplier Effects 219 5.5 Theme 3: Synchronize the Short Term and the Long Term 222 5.6 Theme 4: Reset the Language to Reflect the Economics of Technology 224 5.
7 Theme 5: Define Revolution Internally, and Evolution Externally 226 5.8 Putting It All Together 228 Acknowledgements 241 About the Author 243 Index 245.