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Table of ContentsPreface: Level the field 1. Ecosystem vs Egosystem and Revolution vs Evolution Dinosaurs and dynasties: the Financial Services Egosystem If not banks, what? The transition is beginning to happen What’s next for financial services? Evolution or Revolution? Conclusion 2. What’s the point of banks? What are banks for? Banking services and emerging alternatives Conclusion 3. The Death and Resurrection of capital markets A Capital Markets Primer The Death of Capital Markets - the paradigm shift after the next crash Bringing it together The Resurrection of Capital Markets - death of the dinosaurs and rise of the mammals What’s next for capital markets? Conclusion 4. New payments landscape The Old World The New World Conclusion - Future (im)Perfect 5. Central bank digital currencies and cryptocurrencies Central Banks and cryptocurrencies CBDC opportunities Why would central banks issue cryptocurrencies? Options for CBDC implementation Global response to CBDCs Conclusion 6. Shifting values in the connected economy Work, money and utility Doing it all Conclusion 7. Leapfrogging banks in emerging markets The unbanked and underbanked, and access to identity What has this meant for real people in developing economies? Alternative finance and banks Conclusion 8. Alternative wealth - the cow in your pocket Behaviours and things as money New asset classes, new wealth Conclusion 9. New standard models for Banking Traditional banking: over-diversification and complexity Challenger Banks: facing problems of maturity and experience Ecosystem Banks: collaborative, customer-centric services The evolution of banking infrastructure The Ecosystem Bank – we’re part of how your business runs Conclusion: the future looks horizontal 10. The Money revolution - recycling value to drive sustainability Money going back into the system Conclusion 11. Green Fintech The SDGs and the UNEP Inquiry into the financial system we need Fintech sustainability opportunities Use cases for sustainable development Fintechs Conclusion 12. SME Microfinance, Fractional Ownership and Crowdfunding SMEs and communities Community marketplaces Conclusion 13. International sustainable investment The Sustainable Development Goals and investment Evolving perceptions of sustainable investment Barriers to growth UNEP, the G7, the G20 and Fintech Emerging Fintech solutions The future of sustainable investing Conclusion 14. Services & Demand Product thinking Service thinking Banking for vegetarians Conclusion 15. Platform Consumers Platform marketplace Customer uptake and behaviour Businesses in the platform age Conclusion 16. Technology vs Solution Technology as a product So why is this a problem? Solution focus Conclusion 17. Career as microservices – reputation based skills validation Conclusion 18. Plebocracy bias Why is critical thinking so hard? How do we identify authority figures? What does this mean for our modern reputation systems? The rise of plebocratic reputation systems Plebocracy bias So what can we do about it? Conclusion 19. New approaches to identity and authentication Background to customer authentication and authorisation Who’s the customer? Borderless platforms and regulation Evolving approaches to authentication Conclusion 20. Contextualised Trust Solutions The need for contextualised trust The challenge of context Solutions Conclusion 21. Service Consumers Services and you Customer Behaviours So what does this mean for financial services? Conclusion 22. Service Alignment But aren’t banks service aligned already? What do we mean by Service? What makes a service work?What is Service Alignment? No more empiresNo more heroes The banks are doing fine – why change? So what does a service aligned organisation look like? Conclusion 23. Case Managed and Core Standardised Capabilities Case Managed, multi-skilled teams at the customer facing edge Core Standardised, Capacity Managed Capabilities Conclusion 24. Communities of Practice and Centres of Excellence What is a Community of Practice? Centres of Excellence Community of Practice or Centre of Excellence? Conclusion 25. Service Architecture What is a Service? Services, processes and capabilities Service Model vs Capability Map Services and Customer Journeys Why is this useful? Service Architecture and organisational structuresConclusion 26. Decision Architecture What is decision architecture? Clarity Service aligned decision architecture Decision architecture in the ecosystem Conclusion Index References