Sources

In researching and writing Reinventing Financial Services we have used the following sources:

Online sources and archives VODW and 9senses

Research by TNS, courtesy of TNS Global Finance

Trend briefings Trendwatching.com, courtesy of Reinier Evers

Blogs, online databases and online archives of newspapers and business magazines
Actualidad Económica, American Banker, Asian Banking & Finance, BAI, Banking Review, Bloomberg Businessweek, Bloomberg Markets, The Business Times, BusinessWeek, Capital, CNN, Corriere della Sera, Datamonitor, Dinero, The Economist, Efma(g), Emerce, Euromoney Magazine, Eurostat, Evening Standard, Le Figaro, Het Financieele Dagblad, Le Figaro, Financial Times, Flickr, Focus, Forbes, Forrester, Fortune, Frankfurter Allgemeine Zeitung, Global Finance Magazine, The Guardian, Harvard Business Review, Huffington Post, Il Sole 24 Ore, The Independent, Information Age, Insurance Technology, Insurance Journal, iStat, Los Angelos Times, Marketingfacts.nl, Marketing Week, The McKinsey Quarterly, Le Monde, El Mundo, Newsweek, New York Times, Nikkei Weekly, Nouriel Roubini’s Global EconoMonitor, NRC Handelsblad, El Pais, El Periodico, Reputation Garage, Singapore Business Review, Der Spiegel, socialnetworkbuzz, Springwise.com, Süddeutsche Zeitung, Stern, The Sydney Morning Herald, De Telegraaf, The Telegraph, Time, The Times, Tijdschrift voor Marketing, Trendwatching.com, US Banker, La Vanguardia, VODW Futureyes, VODW Time to Market, De Volkskrant, Wall Street Journal, Washington Post, Die Welt, Wharton Business School, Wired, Wirtschaftswoche, YouTube.

Corporate websites, annual reports and press archives
ABN AMRO, Admiral Group, AEGON, Aeon Bank , Allianz, Allstate, American Express, ANZ, Asahi Life, Assicurazioni Generali, Australian Commonwealth Bank, ASR Nederland, Aviva, AXA, Axis Bank, Bank of America, Bank of Tokyo Mitsubishi, Banque Populaire du Maroc, Barclays, BNP Paribas, BBVA, Brand New Day, Buzz Insurance, Caisses d’Epargne, La Caixa, Caixa Catalunya, Caja Navarra, Chaabi Bank, Charles Schwab, Chase, CheBanca!, CitiGroup, Commerzbank, Co-operative Bank, Crédit Agricole, Credit Suisse, Cyworld, Deutsche Bank, Danske Bank Group, Dexia Group, DKV, EasyMoney, E*TRADE, Eureko, Expedia, Facebook, Falabella Group, Farmers, Fidor Community Banking, First Direct, First National Bank South Africa, Garanti Bank, GMAC, Goldman Sachs, Google, Grupo Santander, HBOS, HSBC, ICA Banken, ICICI, ING Group, InShared, Insurance Australia Group, Intesa SanPaolo, Jibun Bank, Jyske Bank, KaChing.com, KBC Group, Kookmin Bank, Korea Exchange Bank, Life Financial Group, Lloyds Banking Group, Mapfre, Marks & Spencer Money, Mediobanca, Mint, Mitsui Sumitomo Kirameki Life, M-Pesa, Munich Re, Naama Gat, NAB, Nadra Bank, National Australia Bank, National Reserve Bank, New China Life, Nordea Bank, O2 Money, Ohpen, Onna-Onna, Orkut, PayPal, Philips, Pinnacle Life, Ping An, Postbank, Ppdai, Progressive, Prosper, Prudential, Public Bank of Hong Kong, Quicken, Qzone, Rabobank, Raiffeisen Bank Austria, Rakuten Bank, Royal Bank of Canada, Royal Bank of Scotland, Sainsbury’s Bank, Saxobank, Sberbank, ShoreBank of the Pacific, Smile Bank, SNS Reaal, Groupe Société Générale, Sony Life, Standard Chartered Bank, State Bank of India, State Farm, Sumitomo Mitsui Banking Corporation, Swiss Life, Swiss Re, T. Rowe Price, Tapiola Group, Tesco, Triodos Bank, Twitter, UBS, Umpqua Bank, UniCredit Group, United Arab Bank, United Mizrahi Tefahot Bank, United Overseas Bank, USAA, Validas, Vantage Credit Union, Virgin Money, Visa, Wainwright Bank, Wells Fargo, Wesabe, West Bank, Western Union, Westpac, World Bank, Zopa, Zurich Financial Services.

Books, articles, reports and white papers
• ‘Ahead of Mobile World Congress 2010, GfK-Digital World takes stock of a sector undergoing massive change’, GfK Group, February 2010
• ‘Authenticity’, James H. Gilmore and B. Joseph Pine II, 2007.
• ‘Bank 2.0’, Brett King, 2010
• ‘Bank brands hold firm as rivals enter market’, Louise Jack, Marketing Week, 6 August 2009
• ‘Banks suck. Generation Y and the financial service sector’, white paper Katawave, October 2008
• ‘Barry Schwartz on our loss of wisdom’, TED, February 2009
• ‘Being easy is not that simple’, Thomas van Ardenne, VODW / University of Twente, 2009
• ‘Blue ocean strategy’, W. Chan Kim, W. and R. Mauborgne, 2005.
• ‘The bottom billion’, P. Collier, 2007.
• ‘La bola de cristal financiera’, interview with Reggy de Feniks and Roger Peverelli, El Pais, 2009
• ‘A brave new world of innovation’, TNS Finance, June 2009
• ‘Building Connections with Gen X and Y’, LIMRA, 2008
• ‘The changed financial consumer’, TNS Finance, June 2009
• ‘Cisco Visual Networking Index (VNI) Forecast and Methodology, 2008-2013’, Cisco, 2009
• ‘Cisco Visual Networking Index (VNI) Forecast and Methodology, 2009-2014’, Cisco, 2010
• ‘Cómo recuperar la confianza en el sector financiero’, Reggy de Feniks and Roger Peverelli, El Mundo, 2009
• ‘Complexe producten: wat kunnen ze betekenen en wie moet ze begrijpen?’, Henriëtte Prast, Universiteit van Tilburg , 2007
• ‘Consumer’s trust in financial services’, Association of Independent Financial Advisers
• Consumer Trust Navigator research, MarketResponse / VODW, 2009
• ‘Coping with complexity. Leadership in financial services’, Deloite
• ‘Corporate sustainability’, Roger Peverelli, VODW Time To Market, 2004.
• ’10 Crucial consumer trends for 2010’, Trendwatching.com, December 2009
• ‘Customer centricity in banking’, Roger Peverelli and Reggy de Feniks, Banking Review, 2010
• ‘Debt literacy, financial experiences, and overindebtedness’, Annamaria Lusardi (Dartmouth College) and Peter Tufano (Harvard Business School), March 2009
• ‘¿Dónde aprendió a estafar a sus clientes Jerome Kerviel?’, interview with Reggy de Feniks and Roger Peverelli, El Mundo, 2009
• ‘Easy does it’, Maurice Rohde and Reggy de Feniks, VODW Time To Market, 2008.
• 2010 Edelman Trust Barometer
• ‘Engaging for Success: enhancing performance through employee engagement’, David MacLeod Nita Clarke, 2009
• ‘Ethik: der Schlüssel zur Verändering bei Banken und Versicherungen’, Roger Peverelli and Walter Capellmann, Versicherungswirtschaft, 2009
• ‘La ética del sector financiero’, Reggy de Feniks and Roger Peverelli, El Mundo, 2009
• ‘EU report on retail financial services’, September 2009
• ‘The experience economy’, Joe Pine II and James H. Gilmore, 1999.
• ‘The Fidelity Generation Y study’, Fidelity Investments, 2009
• ‘Financial Education’, Sir David Clementi (Chairman Prudential), OECD Forum 2004
• ‘Follow up in Retail Financial Services to the Consumer Market Scoreboard’, study by the European Commission for Consumer Affairs, 2009
• ‘Four drivers to improve the sales of advice sensitive products’, Joost Oostveen and Stephan Stergiou, VODW Time To Market, 2008.
• ‘From consumer to prosumer’, Marinde van Leeuwen-Fontein and Huub Vulink, VODW Time To Market, 2008.
• ‘The future of finance. Megatrends beyond the crisis’, Adjiedj Bakas and Roger Peverelli, 2008
• ‘El futuro va de ética’, Reggy de Feniks, Dinero, 2009
• ‘Gartner’s Top Predictions for IT Organizations and Users, 2010 and Beyond: A New Balance’, Gartner, December 2009
• 2009 Global Language Monitor’s annual global survey of the English language.
• Global Monitor 2009, The Futures Company
• GreenBiz Intelligence Panel, October 2009
• ‘Growing trust, transparency and technology. Insurance customers’ perspectives in a global context’, IBM Global Business Services, December 2008
• ‘How companies are benefiting from Web 2.0: McKinsey Global Survey Results’, McKinsey, September 2009
• ‘How to be a good boss in a bad economy’, Robert I. Sutton, Harvard Business Review, June 2009
• ‘Impact of the credit crunch on consumer behaviour and competitive landscape, on business development and marketing’, VODW white paper, 2008
• ‘¿Incremento de las ventas de seguros en un 40%? ¡Es posible!’, Interview with Luis Badrinas, Reggy de Feniks and Julián López, VODW Time To Market, 2007.
• ‘Informe de Responsabilidad Corporativa’, La Caixa, 2007
• ‘ING Direct – Simple saving’, Interview with Dick Harryvan, Board member ING Groep, in Dutch Magic – How Dutch companies challenge global markets, Ruijs, P. and Sonnemans, M., 2008
• ‘Innovation in turbulent times’, Darrell K. Rigby, Kara Gruver and James Allen, Harvard Business Review, June 2009,
• ‘Insuring the catalyst-customer: Generation Y and the insurance industry’, Deloitte, 2009
• ‘It’s Official: Fortune 100 CEOs are Social Media Slackers’, by ÜberCEO, June 2009
• ‘Less is more – Meer verdienen met minder merken’, Roger Peverelli and Patrick Ruijs, Tijdschrift voor Marketing, 2009
• ‘Leadership in a (permanent) crisis’, Ronald Heifetz, Alexander Grashow, and Marty Linsky, Harvard Business Review, July-August 2009
• ‘Led by Facebook, Twitter, Global Time Spent on Social Media Sites up 82% Year over Year’, The Nielsen Company, January 2010.
• ‘Made to stick’, C. Heath and D. Heath, 2007.
• ‘Marketing gets a completely new meaning’, Roger Peverelli, Efmag, 2009
• ‘Mercatus Mobile RDC Adoption Research Study’, Mercatus and Visa, 2009
• ‘17 million struck by financial confusion’, First Direct, 2009.
• ‘Mobile Social Networks study’, eMarketer, 2009.
• ‘Multi-Channel Authentication Via Mobile Banking: Assessing the Technologies, Vendors, and Solution Providers’, Javelin Strategy & Research, 2010
• ‘Navigating Turbulent Times’, BAI and Finacle study in the US, 2009
• ‘2009 National Green Buying’, Opinion Research Corporation
• ‘The new Asian hemisphere’, K. Mahbubani, 2008.
• ‘The new financial order’, Mark Cliffe, ING Group, November 2008
• ‘New horizon, new behaviour’, Barclays Wealth Insights volume 9, in cooperation with the Economist Intelligence Unit
• ‘A new question of trust’, TNS Finance, June 2009
• ‘The new strategic brand management’, Jean-Noël Kapferer, 2008.
• ‘The Next Growth Opportunity for Banks. How the Post-Crisis Financial Needs of Younger Consumers Will Transform Retail Banking Services’, Cisco Internet Business Solutions Group, February 2010
• ‘New Twitter Research: Men Follow Men and Nobody Tweets’, Bill Heil and Mikolaj Piskorski (Harvard Business School), June 2009
• ‘Nielsen Global Online Consumer Survey’, The Nielsen Company, July 2009
• ‘The nine features of a smash hit’, Jan Heuvel, VODW Time To Market, 2008.
• ‘The laws of simplicity’, John Maeda, 2006.
• ‘The matrix of trust’, Pablo Cardona and Wei He (IESE Business School), 2007
• ‘The momentum effect’, Jean Claude Larreche, 2008
• ‘Online bankers want more financial advice – in person’, Deutsche Bank Research. May 2009
• ‘The paradox of choice. Why more is less’, Barry Schwartz, 2004
• ‘Participation Inequality: Encouraging More Users to Contribute’ Jakob Nielsen, 2006
• Poll conducted by CFA Institute in collaboration with the European Commission, April 2009
• ‘The post-recession consumer trends’, Michael Wilmott and Paul Flatters (Trajectory), 2009
• ‘Power to the people. Social Media Tracker Wave 4’,Universal McCann study, July 2009
• ‘Proactive relationship management, TNS Finance, June 2009
• ‘Publieksmonitor Wijzer in geldzaken’, October 2009.
• ‘Queremos ser el banco privado más recomendado a nivel mundial’, Interview with Ellen Kousen, Senior Vice President at ABN-AMRO Private Banking, VODW Time To Market, 2007.
• ‘The quest for identity in the 21st century, Susan Greenfield, 2008.
• ‘Reconnecting brands to business’, interview with Jean-Noël Kapferer and Roger Peverelli, VODW Time To Market, 2007.
• ‘Regaining momentum in wealth management’, Daniel Gresch and Olaf Toepfer, Roland Berger, 2009
• Report Adviescommissie Toekomst Banken, 2009
• Report The European Commission’s De Larosière Group, February 2009
• Report The Group of Thirty, 2009
• Report The Turner Review, March 2009
• ‘Reverse engineering, Google’s innovation machine’, Bala Iyer and Thomas H. Davenport, Harvard Business Review, April 2008.
• ‘The right combination. Rethinking business models in insurance’, Deloitte, 2009
• ‘El secreto del éxito de “tu otro banco” en España’, Interview with Sofía Rodríquez-Sahagún, Director ING Direct, VODW Time To Market, 2007.
• ‘Segmenting financial consumers’, Benjamin Ensor, Forrester, 2006
• ‘Shoppers develop a taste for local flavour’, Marcus Leroux (The Times), January 2010
• 2008 and 2009 Simplicity consumer research by VODW and MarketResponse
• ‘State of the Media Democracy’, survey by Deloitte, December 2009
• ‘(Still) made here’, Trendwatching.com, June 2007
• ‘The speed of trust. The one thing that changes everything’, Stephen M.R. Covey, 2006
• ‘Sustainable development in retail financial services’, EFMA, Caisses d’Epargne and PwC, October 2009
• ‘Sweet spot’, Arun Sinha, 2007.
• ‘There is a future for the bank branches’, Deloitte and Vlerick Leuven Gent Management School, 2008
• ‘The tipping point’, Malcolm Gladwell, 2000
• TNS Affluent Market Research Program in the US
• TNS Bank Advisory Board Survey (part of TNS Commercial Banking Momentum Monitor Program)
• TNS Business Finance Monitor Australia
• TNS China Affluent Survey
• TNS Global Financial Crisis Study
• TNS Global Financial Services Survey
• TNS Personal Risk Assessment and Risk Literacy Survey
• ‘Toward transparency and sustainability’, IBM Institute for Business Value, 2009
• ‘Transparencia y sencillez para devolver la confianza’, Reggy de Feniks and Roger Peverelli, El Mundo, 2009
• ‘Trust, Associational Life and Economic Performance’, Stephen Knack (World Bank)
• ‘Trust requires transparancy’, interview with Roger Peverelli, ING Shareholder, 2009
• The trusted leader’, Robert M. Galford and Anne Seibold Drapeau, 2002
• ‘Twitter Power: Tweets as Electronic Word of Mouth.’ In Journal of the American Society for Information Sciences and Technology, by Jim Jansen, Mimi Zhang and Kate Sobel (Penn State) and Abdur Chowdhury (Twitter), 2009
• ‘Two Thousand and Ten Digital Marketing Outlook’, study by the Society of Digital Agencies, January 2010
• ‘UK Insurance Sector Webinar’, Experian Hitwise, 2009
• ‘What’s needed next: A culture of candor’, James O’Toole and Warren Bennis, Harvard Business Review, June 2009,
• Wall Street Journal Future of Finance initiative, March 2009
• ‘Why customer satisfaction simply isn’t enough’, Michael Hishaw, MCorp, 2007
• ‘Wiki brands: reinventing the brand in a consumer-controlled marketplace’, Sean Moffit, 2008
• ‘The wisdom of crowds’, James Surowiecki, 2004
• ‘World insurance report 2009’, EFMA and Capgemini, 2009
• ‘World Wealth Report 2009’, Merrill Lynch & Cap Gemini, June 2010.