Most of us here are of the mind that there is a consequential change going on, and that change is driven by internet. Part of the reason that Banks have issues dealing with internet is that it is viewed as an add-on … a new access channel that is additive to the others such as branches and telephone. The change is more fundamental however. The way that a company acts, and implements online activities increasingly defines that company, and that includes Banks. In banking language we refer to self service however this is limiting and tends to place internet within … Continue reading A New Way to View Change | Interaction