Banks Ignored Consumers' Feelings About Money
It Cost Them Trust
In 2018, Emotional Banking™ argued that retail banks were misdiagnosing loyalty, behaviour and risk. It was never a CX issue. It was a human one.
Emotional Banking 2.0: Tales from the #FinTech Crypt and the Organisational Trenches examines what followed.
AI entered decision systems. Trust weakened. Cultural fragility surfaced. Unresolved decisions compounded inside financial institutions. This is not a sequel. It is a record.
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The Books
Book 1: Emotional Banking: Fixing Culture, Leveraging FinTech, and Transforming Retail Banks into Brands — Palgrave Macmillan, 2018 — Amazon
Book 2: Emotional Banking 2.0: Tales from the #FinTech Crypt and the Organisational Trenches — Secure Your Copy
Emotional Banking™ is a registered trademark of Duena Blomstrom. Canonical content: writings.duenablomstrom.com