Next-Gen Web: Tools for Building Strong Customer Relationships in Retail Banking

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Executive Summary

Where once retail financial institutions established the rules for conducting business with their customers, the advent of new, web-enabled technologies has led to a reversal of this situation - a new environment dubbed "Next-generation Web" by the Cisco Internet Business Solutions Group (IBSG). In this Point of View, based on IBSG's original research and deep relationships with the global financial services industry, one explores how technology has changed consumer behaviors and expectations with respect to banking. The paper examines technologies that constitute the Next-generation Web, and how these capabilities play out in the real world of retail banking.

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