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High Levels Of Trust Elude US Financial Services Firms Again

Forrester eCommerce

US financial services brands are struggling to earn high levels of customer trust. Forrester’s Financial Services Customer Trust Index (FS Trust Index) revealed that customer trust in US financial services firms in 2023 was relatively weak and largely unchanged from 2022.

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Introducing The European Financial Services Customer Trust Index

Forrester eCommerce

We have launched the European Financial Services Customer Trust Index, 2022. Sadly, customers in France, Germany, Italy, and the UK generally rate their trust toward their banks as weak or — at best — moderate.

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COVID-19 Stokes The Chatbot Hype In Financial Services

Forrester eCommerce

COVID-19 and the associated containment measures are accelerating digital transformation and automation in financial services.

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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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Customers’ Trust Was Weak Across US Financial Services Brands In 2022

Forrester eCommerce

How well did US financial services firms rank in terms of customers’ trust in 2022? Our new research reveals the scores and rankings of 54 US brands across auto and home insurance, banking, credit card issuers, and investment firms, analyzed as part of Forrester’s US Financial Services Trust Index, 2022.

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Forrester’s 2021 Financial Services Architecture Survey Needs Your Input

Forrester eCommerce

Banks and other financial services firms always ask: “What are the others doing?” They leverage the answer to this question to assess their overall strategic position, compare their key challenges with those of others, and plan for the transformation of their application landscape to a more powerful customer-centric approach.

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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.