Retail and Digital Banking

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.

Chapter - 00: Introduction;
Chapter - 01: The birth and development of retail banking;
Chapter - 02: The growth of retail banking and its place in the economy;
Chapter - 03: Problems and opportunities caused by financial crises;
Chapter - 04: Preparing for external trends and influences to deliver high-quality income and cost-effective services;
Chapter - 05: Disruption in the market;
Chapter - 06: Distribution of retail banking services via a range of customer channels;
Chapter - 07: Multi-channel versus omni-channel;
Chapter - 08: The role of technology in the evolution of retail banking;
Chapter - 09: The impact of legislation and regulation on retail banking operations

"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."

"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."

"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.""

"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."