Forrester eCommerce

JUNE 10, 2022

The Forrester Financial Well-Being Tech Tide™ report presents an analysis of the maturity and business value of the 18 technology categories that support financial well-being. Financial services executives should read this report to shape their firm’s investment approach to these technologies.

Technology 195

Technology Financial Services Improvements Customer 195

Forrester eCommerce

MARCH 10, 2021

Open finance is driven not by regulators, but by technologies like open APIs. This is steadily changing distribution patterns within the industry towards embedded finance – a world of connectivity, financial services meeting the needs of customers in the moment, in cars, in virtual agents, in shopping apps, in online marketplaces.

Financial Services 364

Financial Services Technology Customer Banking 364

Retail TouchPoints

FEBRUARY 16, 2023

The retail industry had to reimagine ways to reach customers that sparked a digital transformation. The industry experimented with new approaches to how we do business in order to streamline the customer experience. One of the most common complaints customers have is waiting too long in checkout lines.

Payment Services 258

Payment Services Banking Customer Experience Technology 258

Forrester eCommerce

OCTOBER 7, 2021

Banks need a customer-led strategy to govern cross-functional personalization efforts and to determine the right technology investments.

Banking 195

Banking Technology Customer Financial Services 195

Retail TouchPoints

NOVEMBER 16, 2022

The retail industry has experienced a great deal of change over the last 2½ years with the accelerated growth of online sales, the introduction of new safety protocols, the expansion of experiential retail concepts and the integration of new technologies. Benefits of Incorporating Food and Beverage.

Food and Beverages 289

Food and Beverages Small Business Retail Retail Arts 289

Retail TouchPoints

DECEMBER 22, 2021

The SaaS platform uses AI to support more than 400 brands in industries including retail, financial services, travel and restaurants. With Dynamic Yield’s expertise and our scale and relationships, we’ll be able to bring the connections between the end consumer and our customers to new heights.”.

Merchant Services 265

Merchant Services Payment Services Financial Services Travel 265

Forrester eCommerce

JULY 16, 2020

Alyson Clarke and I have been interviewing financial services experts around the globe as part of our upcoming research report on the future of banking. COVID-19 is recasting the foundations of the future of banking and reshaping the digital agenda and priorities for many banks. We see four clear themes forming in the research.

Banking 276

Banking Financial Services Customer Loyalty Customer Experience 276

Forrester eCommerce

APRIL 10, 2023

Unlike more highly regulated industries like healthcare and financial services, retail has leaned on cloud heavily since the early days to power blazing-fast websites […] Last week, we published our latest in a series of “State Of” reports for specific verticals.

Financial Services 195

Financial Services Retail Payment Services Customer Experience 195

Retail TouchPoints

AUGUST 15, 2022

Organizations that can successfully assess identity trust in online interactions will improve the customer experience, enhance their brand reputation, build customer loyalty and extend customer lifetime value. With trusted identities, organizations can keep consumers happy with safe, easy online experiences.

Merchant Services 259

Merchant Services Payment Services Payments Financial Services 259

Forrester eCommerce

FEBRUARY 6, 2019

Take Practical Steps To Apply CX Disciplines To Digital Initiatives Odds are your firm is regularly seeking ways to improve customer experience (CX). You’re also likely embracing digital technologies to enable a more customer-driven, agile operating model. The question is, are these initiatives aligned?

Customer Experience 360

Customer Experience Operations Technology Improvements 360

Retail TouchPoints

JULY 6, 2023

All customers have to do is donate their old jeans instead of throwing them away and, in return, the retailer will offer the customer a discount on a new pair. Do we have the right user experience? Do we have the right customer experience? Do our physical and digital platforms match?

Customer Loyalty 251

Customer Loyalty Customer Retail Financial Services 251

Retail TouchPoints

SEPTEMBER 6, 2022

Make no mistake, this is a treacherous environment for retailers, which must make complex and difficult decisions about where to invest and divest, how to train employees, which technologies to employ and so on. Customize physical stores to the omnichannel experience. strikes Gen Z as cumbersome, slow and old-fashioned.

Merchant Services 285

Merchant Services Payment Services Financial Services Omnichannel 285

Retail TouchPoints

JULY 13, 2023

Any business that handles customer funds, including fintechs and non-financial companies, is now required to play its part and make compliance a core driver of operational fitness. The Ever-Present Challenges of Compliance We’re all living in a very different world from the days when financial services were only offered by large banks.

Merchant Services 243

Merchant Services Payment Services Payments Banking 243

Forrester eCommerce

FEBRUARY 2, 2022

The future of payments will see firms shift focus from consumers toward businesses, embedding payment technology (not payments), and programmable payments in a quest to mitigate complexity.

Payments 369

Payments Payment Services Technology Consumer 369

365 Retail

DECEMBER 2, 2022

The financial technology or FinTech industry has made a huge impact on the world in recent years. Applying technology to financial services such as banking apps, investing platforms and credit services has helped make finance more accessible to millions of people all over the world.

Payment Services 52

Payment Services Financial Services Retail Banking 52

Retail TouchPoints

NOVEMBER 18, 2021

17, provided plenty of answers in the form of tips, technology use cases, real-world success stories and a raft of innovative ideas. Employ new extended reality (XR) and the latest visual technologies to bring products to life online. Employ new extended reality (XR) and the latest visual technologies to bring products to life online.

Consumer 263

Consumer Merchant Services Social Media Technology 263

Forrester eCommerce

SEPTEMBER 25, 2019

I’ve spent the past three weeks interviewing global financial institutions, fintech startups, and technology vendors to gain a broader perspective on how financial experiences will evolve in the coming years.

Financial Services 73

Financial Services Technology Customer Banking 73

Forrester eCommerce

NOVEMBER 23, 2020

We’ve seen technology shift the wealth management landscape for years. To identify The Top Wealth Management Technology Investments In 2021, we interviewed more than 80 companies to determine which technology initiatives they […].

Management 251

Management Technology Financial Services Customer Experience 251

Forrester eCommerce

APRIL 29, 2022

Banks are investing in a wide range of emerging technologies. Not all have equal potential today. Find out what’s hot and what’s not.

Banking 195

Banking Technology Financial Services Customer Experience 195

Forrester eCommerce

JULY 29, 2020

Forrester’s view on the future of banking is here – examining the changes that we expect to play out over the next decade of retail banking. The drivers of the future are evolutions of the past – some playing out now, others that will be far more prominent by 2025 and table stakes by 2030. […].

Banking 536

Banking Other Retail Financial Services 536

FastSpring

JUNE 19, 2019

We’re Personalizing Customer Experiences More Than Ever Before. Companies are farming more data than ever before to try and find out what their customers are looking for in a product or service. Seven of the top 10 global market leaders are now technology companies: 5. Let’s take a deeper look at them.

Payment Services 72

Payment Services Banking Payments Financial Services 72

Forrester eCommerce

JULY 30, 2020

Leading banks are pivoting and rebooting their strategy — capitalizing on the pace of change and innovation and setting their course for the next decade. By 2030, banking will be invisible, connected, insights-driven, and purposeful.

Banking 378

Banking Financial Services Customer Experience Mobile 378

ecomdash

OCTOBER 24, 2018

Also, let your customers set a reminder to use the gift finder next year. Moonpig customers can opt-in to receiving notifications as reminder to purchase gifts again next year. Gift Finders Improve Customer Experience. Image source: Moonpig.

Gifts 70

Gifts Live Chat eCommerce Toys 70

Forrester eCommerce

FEBRUARY 25, 2021

Corporate banking today is antiquated due to its highly customized and complex product offerings; lack of challengers to drive innovation; and strong barriers to switching for clients. Enterprise clients have lived with a sub-par experience for far too long. Digital transformation is coming to Corporate Banking.

Banking 365

Banking Retail Customer Financial Services 365

Forrester eCommerce

AUGUST 12, 2020

My colleague Gina Bhawalkar and I recently published our most recent research, in which we evaluated and scored the mobile banking experiences on more than a dozen banking brands’ apps across the US and Canada. For over a decade, Forrester has conducted an annual review of banks’ mobile apps. In the US, we looked at […].

Banking 354

Banking Mobile Financial Services Customer Experience 354

Forrester eCommerce

APRIL 27, 2023

To assess the digital experience, we reviewed the functionality and user experience of 12 North American mobile investing apps that target self-directed investors, and we provide an Excel-based tool that allows digital business leaders to evaluate their customers’ digital journeys.

Mobile 195

Mobile Customer Financial Services Customer Experience 195

Forrester eCommerce

SEPTEMBER 6, 2019

Forrester has recently kicked off some new research focusing on services and companies that make financial decisions and take action on behalf of consumers. You can take a very short survey on this topic here. I’m psyched to present here our first FORR/3 video episode on this topic (see below)!

Presentation 354

Presentation Consumer Financial Services Banking 354

Forrester eCommerce

MARCH 22, 2023

Poor risk management practices, a questionable corporate culture, and a long series of scandals created an explosive mix that led to Credit Suisse’s collapse and consequent acquisition by rival UBS.

Banking 195

Banking Definition Events Management 195

Forrester eCommerce

APRIL 15, 2020

Quite a lot has happened since 2020 started. As Australian banking leaders roll out initiatives to help consumers and small business owners cope with the fallout from the coronavirus, they also face an impending deadline: to make consumer data available by July this year.

Banking 413

Banking Consumer Financial Services Customer Experience 413

Whisbi

JULY 10, 2019

Not only do those companies who implement these techniques stand to establish themselves as innovators in their industry, but they also stand to raise the bar for customer experience. Companies can not only improve this by offering a better experience, but also by implementing conversational tech that gathers feedback.

Marketing 68

Marketing Travel Social Media Books 68

Whisbi

FEBRUARY 19, 2019

Conversational sales is based on the principle of only selling to those customers who are ready to buy and simply facilitate the questions or doubts of those who are not yet ready to make a purchase decision. This method has been proven to increase online conversion rates, improve customer experience and shorten the sales cycle.

Banking 85

Banking Travel Automotive Books 85

Forrester eCommerce

JULY 10, 2019

As we’ve reported prior, the majority of legacy Fortune 500 firms are no longer market leaders because their focus remains on protecting their traditional business in this era of digital transformation.

Banking 387

Banking Marketing Financial Services Information 387

Retail TouchPoints

AUGUST 29, 2022

While foot traffic still plays a major role in business, mobile apps elevate and simplify customer experiences and drive engagement and brand loyalty. For example, the Starbucks mobile app allows customers to place customized orders and receive rewards for preloading payments. Reed is a graduate of Duke University.

Mobile 312

Mobile Payment Services Payments Retail 312

Forrester eCommerce

APRIL 29, 2020

Insurtechs have brought innovation across the insurance value chain. Incumbents can’t stand still, especially as these nimble, digitally conscious startups disrupt insurance or bring capabilities that drive business efficiency.

Information 217

Information Financial Services Customer Experience Omnichannel 217

Forrester eCommerce

JANUARY 2, 2020

Excellence in digital experience is fast becoming a non-negotiable expectation that customers have from a brand. The thing about expectations is that once they rise, they become par for the course. Payments apps are no exception! We recently analysed seven apps from Indian payments providers.

Payment Services 195

Payment Services Customer Mobile Payments Financial Services 195

Retail TouchPoints

JUNE 30, 2021

In fact, 85% of professionals who have used customer journey maps found that they increased customer satisfaction, lowered churn, reduced complaints, and raised their Net Promoter Score (NPS ). Understand the customer base. The phrase “know your customer” is increasingly important. Personalize each customer experience.

Merchant Services 223

Merchant Services Payment Services Payments Customer 223

Retail TouchPoints

JUNE 8, 2022

As the retail industry starts to return to normal in 2022, merchants around the world continue to respond to changing consumer behavior by embracing adaptability with open arms, in addition to being increasingly open to new technologies as part of their long-term strategies. Multi-Dimensional Commerce: the COVID-Driven Opportunity.

Merchant Services 245

Merchant Services Payment Services Payments eCommerce 245