Web 2.0 applications change future customer interaction. This paper develops a framework that enables companies to assess their current stage of Web 2.0 maturity. It enhances existing approaches by adding customer-focused Web 2.0 design patterns and applies it at the case of six top-ranked international banks. The results reveal that the potentials of customer-bank interaction through Web 2.0 within the banking industry are not fully tapped yet.
Nueesch, Rebecca; Puschmann, Thomas; and Alt, Rainer, "A framework for assessing Web 2.0 customer interaction maturity: The case of the banking industry" (2012). BLED 2012 Proceedings. 24.