A white paper on Engagement Banking from SapientNitro, Geezeo and Brett King, author of Banking 2.0. See the digital version: http://engagementbanking.sapient.com/
The "client experience gap" that divide between customers' retail banking needs and technology experiences and today's retail banking client engagement model -- is widening. Banks should realize that it is in danger of becoming an insurmountable gulf. Think about it. Where is the emotional state of the financial services customer today?