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Despite Economic Headwinds, Malaysian Banks Continue to Improve CX Quality

Forrester eCommerce

Our annual CX Index benchmarking study conducted in Malaysia since 2021 answers the question, “Which banks in Malaysia provide the best customer […]

Banking 392
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In 2022, Banks Are Refocusing Their Efforts On Innovation, Sustainability, And IT Improvements

Forrester eCommerce

In 2022, banks are refocusing their efforts on innovation, sustainability, and IT improvements.

Banking 364
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How to Improve Digital Privacy and Trust Between Consumers and Companies

Retail TouchPoints

Improving the Data-Sharing Contract Between Businesses and Consumers From quick pop-up boxes to opt-in website cookies to multi-page privacy agreements, consumers are confused about what data companies collect and how they are using it. First, creating more clarity into how data is used and why it can improve transparency for customers.

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Customers Don’t Think Bank Experiences Are Improving

Forrester eCommerce

So how well do banks earn loyalty with the quality of their customer experience? We’ve just released Forrester’s US Banking Customer Experience Index for 2019. Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference and loyalty, and can charge more for their products.

Banking 219
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ACS welcomes FCA’s proposals to require banks to improve cash access

TalkingRetail

ACS has welcomed the Financial Conduct Authority's (FCA) proposals to ensure that banks and building societies consider reasonable cash access services and has repeated its calls for a review of interchange fees.

Banking 52
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Virtual banks in Hong Kong set to rekindle the retail banking experience

Forrester eCommerce

(Co-authored with Nancy Lin, Senior Associate) The Hong Kong Monetary Authority (HKMA) recently announced 8 new virtual banking licenses in the market and their operators will all launch new digital-only banks there before or in early 2020.

Banking 241
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Chinese Banks Offer Great Functionality And Usability, But There’s Still Ample Room For Improvement

Forrester eCommerce

We recently published our latest evaluation of the mobile apps of six banks in Mainland China, including: CITIC Bank, China Merchants Bank […].

Banking 312