PART I: GETTING THERE: SENSING THE MARKET AND IDENTIFYING THE COMPETITIVE PROBLEM The Future of Money, Payments and Value Exchange Globalization, Mergers and Acquisitions The Advance of Technology Social Factors and Demographics PART II: BEING THERE: WHAT DO THESE FACTORS MEAN FOR YOUR FIRM Organization, Business Processes and Skills Rethinking Lines of Business Developing Revenue Opportunities and Fee Income Branding, Channels and Customer Behaviour PART III: COMPETING THERE: DEVELOPING STRATEGIC INITIATIVES Innovating New Products and Technology Becoming Customer Intimate Operational Customer Excellence Smart Sourcing and Engaging Partners