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Introducing The Financial Services CRM Landscape, Q2 2023

Forrester eCommerce

Industry CRM is a clear choice in economic downturns for companies that are looking to get sustainable value from their tech investments. At Forrester, we see financial services firms […]

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When It Comes To Customer Obsession, Financial Services Companies Are Thoroughly Mediocre

Forrester eCommerce

Many financial services executives buy into the concept of customer obsession, but too few take actions that build a customer-obsessed culture. That is the top-level finding from our just-published “The State Of Customer Obsession In Financial Services, 2022” research report.

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A Short History Of Financial Services In The Cloud

Forrester eCommerce

I’ve been working with a long list of financial services companies from various subsectors on their cloud strategies. It’s been a long road for financial services and cloud. Financial services have […] Here’s a little bit of history.

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Financial Services Firms Need To Learn How To Earn Customers’ Trust

Forrester eCommerce

How successful have financial services firms been in garnering the trust of their customers amidst inflation and market volatility? Not very successful, it seems.

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Financial Service Firms Need To Stop Thinking Like Retailers On Personalization

Forrester eCommerce

Many financial services firms say that they are already delivering on personalization and view improving their personalization capabilities and technology further as a top priority. But financial services companies’ current personalization efforts are nowhere near the level necessary to engage increasingly demanding customers.

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Forrester’s Global Financial Services Architecture Online Survey

Forrester eCommerce

An important part of Forrester’s research process is gathering input from financial services companies, so we can advise our clients on the latest trends in the market. We’ve kicked off some new research, and we need your help.

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Predictions 2019: Financial Services Firms Shift Their Focus To Operational Efficiency

Forrester eCommerce

In the decade since the global financial crisis, much of the financial services industry has made a strong recovery. While many governments are still nursing large debts, most banks, investment management firms, and insurance companies have long since returned to good health.