Brett King is the Bestselling Author of the groundbreaking book Bank 2.0 and strategic advisor to the global financial services sector. He is an International Judge for the Asian Banker Retail Excellence Awards and for the Middle- East Business Achievement Awards.

A keynote speaker at leading global events for financial services and innovation, King is an acknowledged expert on innovation, customer experience and channel distribution strategy including understand the fundamental shifts in consumer behaviour.

King publishes regularly in his role as industry advisor on Huffington Post, Internet Evolution, FinExtra and his own personal blog He has been featured on Bloomberg TV, BBC, CNBC, Wall Street Journal, Financial Times, The Economist, The Asian Banker Journal, and SBC to name a few. He also runs User Strategy, a boutique consultancy focused on improving customer interaction for leading financial services companies and businesses.

King previously led the Asia division for Modem Media/Digitas (part of the Publicis group) and the E-Business service line for Deloitte (Financial Institutions Industry focus). His clients include HSBC, Citigroup, UBS, Standard Chartered, Abu Dhabi Commercial Bank, EmiratesNBD, BNP Paribas and many more.


BANK 2.0 - "How Customer Behavior & Technology is changing Banking forever"

Ten years ago, no one could have predicted that 90 per cent 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 will explain:

Why customer behavior is so rapidly changing, including the three phases of disruptive change;

How branches must evolve;

Why cheques are rapidly disappearing and cash is next;

Why your mobile phone will replace your wallet in the next 2-3 years; and

How financial institutions must reinvent themselves or become irrelevant.

BANK 2.0 shows how banks can adapt and thrive in this new environment.

Key Takeaways:

  • Learn about the evolution of consumer behavior within the finance industry that has started with the internet, and have rapidly accelerated with the recent phenomenon of Blackberry, Social networking, the iPhone.
  • Understand the Key issues that choke the development of innovation across organizations, but more importantly learn how to identify the quick wins that can justify improvement programs.
  • Examines the trends, innovations and technologies that are likely to have the most significant impact on financial services and consumers over the next decade. From social networking and mobile technologies, to the massive disruptions to traditional media and advertising, looks at the forces shaping the way we interact, pay and trade in the 21st Century.

The Big Shift

What happens when the fundamentals shift and everything you understood about the way we do business is flipped upside down! 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 behaviour 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 Networking as the progression of technology adoption. But what if there was more, 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.

In this exciting keynote presentation Brett King, the author of the recent global bestseller BANK 2.0 will change your view of customer interactions forever.

Key Takeaways:

  • Learn about the three phases of behavioural disruption
  • How Social Media can empower or shatter your brand ambitions.
  • How modality tends towards simplicity through more usable interactions.
  • How the adoption rate of new technology innovations is actually speeding up.


The Future of Retail Financial Services (and the role of intermediary)

Brett King looks at the latest trends that are redefining retail financial services and payments. From the global scramble for dominance of the mobile wallet, the expectations created by Tablet computing, the operationalizing of the Cloud and the explosion of Social Media he explores:

  • How Social Media has exposed pricing, over-regulation, outdated processes and poor policy,
  • How Mobile and Direct engagement is changing the role of the intermediary, brokers and agents,
  • How customer advocacy is killing traditional product and brand marketing,
  • How new consumers think very differently about banking, investments and insurance; and
  • Why financial services are no longer defined by places and agents, but by utility and convenience


Advocacy, Behavior, Context - the New Rules of Engagement in Financial Services

Brett King explores how social media, mobile marketing, daily deals, geo-location, advocacy, gamification and behavioral psychology are working to change the rules of engagement for retail financial services brands.

This shift has far reaching implications for the organization, including rebuilding the marketing team, defining new metrics, delivering true 1:1 propositions and creating an open brand dialog. In this exploration of engagement, King refers to case studies of financial services organizations who've had enormous success in engaging customers outside of traditional channels, marketing and intermediary structures.


What happens to car insurance when cars don't crash anymore?

And other disruptive technologies that will change financial services

In this 5-10 year futurist view of retail financial services, Brett King explores the technologies and behavioral changes that are likely to fundamentally change the way the financial services industry is organized, how products and services are distributed, and how customers connect with FI brands. He looks at the future journeys customers will take for products like everyday general insurance, mortgages, car loans, car insurance and such through to the changes in interactions day-to-day for Financial Services for things like claims, support, fraud and problem resolution.


On behalf of my company, FST Media, it is with great pleasure that I endorse Brett King as a competent, engaging and confident professional in his ability to effectively emcee a high-level conference. In September this year, FST Media sought Brett's services to act as Chairman of Asia's inaugural Technology & Innovation - the Future of Banking & Financial Services Conference at Singapore's Grand Copthorne Hotel. Throughout the day, Brett provided the 250-strong delegation of senior financial services executives with well timed and equally well researched insight into the trends and disruptions impacting the industry. His ability to interact with the audience, keynote speakers and guest panellists was consistent, refreshing and non-intimidating. From an operational standpoint, Brett demonstrated a team player approach that evidently put my company's best interests at the fore. I highly recommend Brett without hesitation.
- General Manager, FST Media

Just wanted to say a big Thank You for your very inspiring sessions in Abu Dhabi. The whole bank is now talking about the imperative to change and face the future.
- National Bank Of Abu Dhabi

The examples King brought into the room were captivating. His perspective on the importance of customer behaviour, in particular choice and the control customers want around how they interact, is critical. Financial institutions can not dictate how customers should connect with us. Organisations must instead listen and adapt to customer behaviour.
- NAB Australia

We truly appreciate your insights about the bank and customers of today and the future...their changing behaviour and lifestyles, their attitudes towards new technologies, and their role in changing the future of financial services. It was indeed an honour and a rare privilege to have you as our guest speaker gracing our 20th Anniversary event.

Brett delivered a Master class for our board, executive and senior management. Brett accomplished more in opening our eyes to the opportunities in multi-channel, social media, mobile engagement and customer experience than I would have ever thought possible in such a short space of time. We are still riding on the buzz from his BANK 2.0 session weeks later. He delivered an extraordinarily insightful session for our team...Truly enthralling!.
- Bendigo and Adelaide Bank

Brett delivered extraordinary insights to Google's clients and partners in his BIG SHIFT presentation. At Google we are used to some big ideas and even bigger names, but Brett delivered a unique view that was truly surprising...
- Head of Google Finance, Australia and New Zealand

Brett King presents a formidable challenge for banks to change their way of thinking underpinned by hard facts and powerful arguments. The call for action is undisputable.
- Cicero/Bank of Norway

Brett King speaker

Speaker Video

Brett King - Bank 3.0

Brett King - Bank 3.0

Brett King - Go Electronic for your Banking Needs

Brett King - Go Electronic for your Banking Needs

Brett King - Opportunities in Underbanked Space

Brett King - Opportunities in Underbanked Space

Brett King - Modality Shift

Brett King - Modality Shift

Brett King - Banking 4 Tomorrow

Brett King - Banking 4 Tomorrow

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