Retail and Digital Banking

Endorsed by the Chartered Banker Institute as core reading for the Personal and Private Banking module, Retail and Digital Banking looks at the changes that have occurred, including developments in onshore and offshore operations, call centres and the impact of technology and other critical factors in retail and digital banking. This book considers the evolution of retail banking services and the major role that technology has played in providing quality, cost-effective services to consumers. This fascinating text then goes on to offer expert thought leadership on the future of retail banking and what this could mean for existing established banks and disruptive new entrants.

Retail and Digital Banking offers readers the opportunity to take a step back and consider the evolution of the sector in which they work and the tremendous level of change that has occurred over time for all operational activity. Retail and Digital Banking provides support for the Personal and Private Banking module assessment and features practical case studies from the banking sector. This essential text brings the journey of modern banking to life and considers what the future holds. Online supporting resources include a glossary and updates to regulation.

“"This book takes you on a journey which is both thought provoking and challenges many of the misconceptions about change in banking. It is a must read for practitioners and highly recommended for everyone wishing an understanding of the retail banking sector and its role in the economy.""”

"There are many books about digital banking but very few from the perspective of the banks themselves. Talk of the collapse of banks due to digital innovation is massively overhyped as banks (unlike many fintechs) have the customers and funding to shape suitable strategic responses. Every bank across the world is taking up the digital challenge and this book is essential to those struggling to understand the subject as well as those in the position to shape strategic responses." Brian Brodie, Chief Executive Officer, Freedom Finance...
"Retail and Digital Banking is a well written and comprehensive reflection on the history and evolution of an ever changing and agile industry that is and always has been faced with challenge and a constant need to adapt. It provides a perspective which helps to position what has led to some of the more recent drivers to changes we are seeing now and sets expectations that once we have successfully navigated the current set of curves in the road, as surely we will, then there will likely be more to follow." David Bowerman, Former Vice-Chairman, Citizens Bank…
"Retail and Digital Banking is a well written and comprehensive reflection on the history and evolution of an ever changing and agile industry that is and always has been faced with challenge and a constant need to adapt. It provides a perspective which helps to position what has led to some of the more recent drivers to changes we are seeing now and sets expectations that once we have successfully navigated the current set of curves in the road, as surely we will, then there will likely be more to follow." David Bowerman, Former Vice-Chairman, Citizens Bank…
Malcolm Pettigrew, Senior Lecturer & Subject Group Leader, Financial Services, The Business School Edinburgh Napier University…
"This book is a comprehensive and readable summary of Retail & Digital Banking in the UK. The structure of each Chapter guides the reader towards an understanding of the dramatic history and changes in the sector and benefits from being infused with reflections and learnings from the most recent financial crisis. All concepts are clearly articulated and underpinned with useful summaries, exercises and pointers to further reading. The author tackles many of the recent sector failings in a forthright manner and anyone too young to have lived through the events since 2008 will glean much insight from reading the text." John Needham, Former President of Chartered Banker Institute 2013 - 2015...

John Henderson has over 30 years' experience in the banking sector, having held a number of roles for the Bank of Scotland, Sainsbury's Bank, the Royal Bank of Scotland (RBS) and NatWest. He began his career working in retail branches but has also been Regional Training Manager, headed up the Treasury Department and other operational risk services, managed quality for an operational call centre business and also led branch design and distribution. His current role is with the RBS Group, where he manages the offshoring portfolio. The author is a Fellow of the Chartered Banker Institute.

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