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NEEDHAM, Mass. – So long Internet. Hello Totalnet. That’s what a TowerGroup’s research chief calls the anytime, anywhere tech-driven environment that financial services and much else in our daily lives will inhabit by the year 2020. “While experts today refer to both pervasive computing and the ubiquity of the Internet, we’re simply not there yet,” said Bob Landry, vice president of research and corporate development at the financial services research and advisory firm. “The Internet will ultimately become the Totalnet with near 100% penetration, while computing power will be woven through every aspect of our lives,” Landry told the more than 600 attendees of TowerGroup’s 2003 conference – “Linking Technology, the Customer and the Bottom Line.” In the financial services arena, that total penetration will mean intensely personalized consumer experiences, Landry predicted, and be particularly driven by mobile channel delivery. “Five years from now, the industry will begin to see a reduction in touchpoints like branch, ATM and call center as use of paper-based products like cash and checks finally begin a more significant global decline,” Landry said. “In addition, we expect by 2020 to see a more fully realized approach to multi-channel integration – one that allows true personalization on a one-to-one basis,” he said.

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