Forrester eCommerce

AUGUST 15, 2019

While it’s still early days, the shift toward autonomous services is already happening in financial services thanks to evolving customer expectations, advances in AI and other […].

Financial Services 321

Financial Services Consumer Other Customer 321

Forrester eCommerce

MARCH 22, 2022

We’ve been diving deep into a number of topics that financial services executives and their teams care about (or should care about). A crop of fintech startups and large financial providers are investing in embedded finance — in which financial products and […].

Financial Services 195

Financial Services Banking Customer Experience Management 195

Retail TouchPoints

AUGUST 9, 2023

Financial services and POS solution Square has launched a new consumer-facing app that lets customers search, discover and book appointments with beauty and personal care professionals. We believe Square Go is an important step in helping sellers make more sales by offering seller discovery and exceptional customer experiences.”

Books 205

Books Merchant Services Payment Services Customer 205

Retail TouchPoints

MARCH 4, 2024

The customer experience is paramount to the success of today’s retailers. This includes enhancing in-store inventory, delivery services and even the personalization of customer service. However, when it’s time to check out, how do payment options factor into that customer experience?

Payment Services 265

Payment Services Consumer Small Business Retail Banking 265

Forrester eCommerce

AUGUST 11, 2021

Open finance will change little in the next couple of years — but will transform financial services over the coming decade.

Financial Services 370

Financial Services Banking Customer Payment Services 370

Retail TouchPoints

JULY 6, 2023

Loyalty Programs Go Green A green loyalty program builds emotional loyalty and brand advocacy, which builds customer interest, all while helping the Earth at the same time. There are many great examples of companies taking accountability for their environmental impact and using their loyal customer base to get involved.

Customer Loyalty 218

Customer Loyalty Customer Retail Financial Services 218

Forrester eCommerce

NOVEMBER 20, 2020

The COVID-19 pandemic and the resulting lockdowns have severely impacted the finances of millions of customers globally. The pandemic has also changed how customers bank, get insurance, and manage their finances.

Financial Services 264

Financial Services Banking Management Customer 264

Forrester eCommerce

MARCH 10, 2021

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. If you are asking […].

Financial Services 364

Financial Services Technology Customer Banking 364

Retail TouchPoints

NOVEMBER 16, 2022

Rather, it is a physical manifestation of a brand and a way for potential customers to experience the brand and its products in person. While online sales will continue to grow, showrooms are necessary to facilitate buying decisions, inviting customers to see, feel and imagine their new purchases before committing.

Food and Beverages 282

Food and Beverages Small Business Retail Retail Arts 282

Forrester eCommerce

JUNE 30, 2021

The Pandemic Signaled A Shift To Hybrid Sales And Service Models 2020 was a year of reckoning as face-to-face interactions disappeared and demand for digital engagement skyrocketed. This compelled wealth management firms to accelerate their digital transformations and upgrade their sales, service, and advisory capabilities.

Management 331

Management Financial Services Customer Experience Customer 331

Forrester eCommerce

APRIL 21, 2020

Three key themes emerged as firms: Reduced sources of stress: Financial service firms, including Bank […]. Forrester looked at how more than 20 companies changed their policies and procedures in response to COVID-19.

Financial Services 276

Financial Services Banking Customer Operations 276

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 225

Payment Services Banking Customer Experience Technology 225

Forrester eCommerce

APRIL 20, 2020

The wealth management industry is undergoing a digital transformation, and firms are turning to digital wealth management platforms (DWMPs) to accelerate their initiatives.

Management 328

Management Financial Services Customer Experience Customer 328

Forrester eCommerce

NOVEMBER 23, 2020

We’ve seen technology shift the wealth management landscape for years. The global pandemic accelerated that shift as clients seek new ways to access their accounts, communicate with account managers and manage their investments.

Management 251

Management Technology Financial Services Customer Experience 251

Retail TouchPoints

APRIL 15, 2021

The solution provider also will build up its global product, customer success, risk intelligence and data science teams while expanding its development and engineering teams. The funding will be used to expand the Signifyd Commerce Protection Platform and identity graph globally across digital shopping and payments.

Merchant Services 183

Merchant Services eCommerce Financial Services Payment Services 183

Forrester eCommerce

OCTOBER 26, 2022

If you answered yes (or even “mostly yes”), then the Develop The Digital Strategy priority within the Forrester Decisions for Digital Business & Strategy service is for you! This service helps digital leaders across industries — including financial services, travel, retail, healthcare, […].

Financial Services 195

Financial Services Travel Improvements Retail 195

Forrester eCommerce

MAY 18, 2018

Back in 2009, Forrester launched its first customer experience forum. We picked New York as the location because for years we’d put on a financial services event there, and we knew that our attendees from the banking, brokerage, and insurance industries all had CX on their minds.

Financial Services 170

Financial Services Banking Customer Experience Events 170

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

Forrester eCommerce

NOVEMBER 13, 2020

Consider Spending Changes In Five Categories Post-COVID-19 Wealth management leaders know that the business effects of the COVID-19 pandemic will be with us for years. Different industries, including wealth management, face disparate consumer trends, resource availability, and revenue potential during the pandemic and […].

Management 235

Management Marketing Consumer Financial Services 235

Forrester eCommerce

OCTOBER 8, 2020

The 2020 Australia Banking and Superannuation Customer Experience Index results are live now! COVID-19 stress-tested the robustness of Australian banks and supers’ governance structures and crisis management plans as the industry experienced rapid regulatory changes.

Banking 251

Banking Customer Experience Management Customer 251

Retail TouchPoints

AUGUST 15, 2022

Retailers are always looking for ways to deliver safe, frictionless experiences to engage and satisfy customers. But for every retailer committed to providing a top-notch customer journey, there’s at least one bad actor out to capitalize on a customer’s misfortune. Digital Trust and Safety.

Merchant Services 233

Merchant Services Payment Services Payments Financial Services 233

Retail TouchPoints

JULY 13, 2023

Compliance is how companies can easily onboard new customers and grow faster, as well as navigate through red tape to get into new markets with ready-to-go products and services. 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 220

Merchant Services Payment Services Payments Banking 220

Kissmetrics

SEPTEMBER 14, 2020

Without customers, your business wouldn’t exist. Because of that, it’s critical to understand how your customers behave and what they want from you. Doing so makes their experience better. Furthermore, you need to consider who’s going to manage the software. And helps you generate more money. Advanced CRM features.

Small Business Retail 310

Small Business Retail Document Operations Management 310

Forrester eCommerce

MARCH 13, 2024

People with disabilities are a valuable resource to firms looking to innovate and create new ways of working with their customers.

Customer 426

Customer Financial Services Banking Customer Experience 426

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

Forrester eCommerce

JANUARY 31, 2019

When digital channels such as websites arrived, they were designed in large part as “pieces of paper” delivered on a computer screen (thus, the still-widely-used term “web page”). But the human brain wasn’t wired to slog through big blocks of text, so millions of websites (and now mobile apps and other digital interfaces) are currently […].

Management 359

Management Mobile Channel Other 359

Retail TouchPoints

MAY 20, 2022

ATOs were traditionally more focused on financial services organizations, but as more people have turned to online shopping throughout the pandemic, this has put retailers firmly at the top of the hackers’ hit list. A Rise in Retailer ATO Attacks. This also makes ATOs much harder to detect because bots will often mimic user behavior.

Retail 259

Retail Financial Services eCommerce Information 259

Retail TouchPoints

NOVEMBER 18, 2021

Jess Huang, Partner at McKinsey, said that by honing data governance and targeting practices, retailers can give consumers a better experience not just on their site but across the internet. Share granular consumer data with suppliers to create more appealing products.

Consumer 247

Consumer Merchant Services Social Media Technology 247

Retail TouchPoints

OCTOBER 21, 2021

Shoppers are warming up to social commerce , but their biggest concerns are about security: 43% of consumers said they don’t trust social media platforms to manage the payment process, according to a study by CouponFollow. Social Commerce Adds Synergies, but PayPal Must Integrate Them Correctly.

PayPal 246

PayPal Merchant Services Payment Services Payments 246

FastSpring

DECEMBER 9, 2022

In this piece, we’ll be comparing 7 SaaS billing solutions that we separate into three categories: Subscription management: This type of software lets you automate free trials, recurring payment schedules, and the dunning process. 3 Subscription Management Software. Subscription and Recurring Billing Management.

Payment Services 120

Payment Services Merchant Services Payments Subscription 120

FastSpring

DECEMBER 12, 2022

Many companies that expand globally reach a point where they can’t properly support their international customers with their current payment platform. However, you’ll have to manage that entire software stack and you’ll still be held responsible for everything from paying taxes to fraud prevention. Complete visual customization.

Payment Services 123

Payment Services Merchant Services Payments PayPal 123

Forrester eCommerce

MAY 15, 2019

[Note: This is about the findings from our US mobile banking reviews and research, if you want to read about what we saw in Canada go here] Mobile apps have become the touchpoint of choice for millions of people to manage their finances. To find out how effectively banks are meeting customers’ expectations, Forrester regularly […].

Banking 345

Banking Mobile Management Customer 345

Forrester eCommerce

APRIL 22, 2021

As a result, high-net-worth clients are not fully benefiting from some of the digital innovations that are changing how customers interact with their private banks. Significant gaps continue to exist in private banking, forcing firms to rethink pricing and organizational models.

Banking 539

Banking Customer Financial Services Customer Experience 539

Kissmetrics

NOVEMBER 30, 2020

You need access to real-time data so you can quickly make the most effective decisions and convert those all-important leads into paying customers. You can start by deploying iPaaS, or “Integration Platform as a Service”. iPaaS integrates your SaaS applications and cloud services. I’ll break it down for you. The problem?

Marketing 253

Marketing Improvements Financial Services Customer 253

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

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

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