COVID-19 Stokes The Chatbot Hype In Financial Services
Forrester eCommerce
SEPTEMBER 18, 2020
COVID-19 and the associated containment measures are accelerating digital transformation and automation in financial services.
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Financial Services Marketing Effectiveness Lies In Data, Technology, And Creativity
Forrester eCommerce
OCTOBER 16, 2023
According to Forrester’s Marketing Survey, 2023, financial services marketers in Asia Pacific (APAC) find improving marketing’s ROI or effectiveness more difficult than their peers in other regions and industries.
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High Levels Of Trust Elude US Financial Services Firms Again
Forrester eCommerce
SEPTEMBER 19, 2023
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.
Forrester’s 2021 Financial Services Architecture Survey Needs Your Input
Forrester eCommerce
SEPTEMBER 28, 2021
Banks and other financial services firms always ask: “What are the others doing?” Source: Financial Services Firms Have Solid […].
Predictions 2019: Financial Services Firms Shift Their Focus To Operational Efficiency
Forrester eCommerce
NOVEMBER 7, 2018
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.
Financial Service Firms Need To Stop Thinking Like Retailers On Personalization
Forrester eCommerce
SEPTEMBER 26, 2019
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.
Hardwire CX To Financial Performance In The Financial Services Sector
Forrester eCommerce
JUNE 19, 2019
Business leaders in the financial services (FS) industry are used to tracking success with measures that reflect shareholder, investor and market regulator values like return on equity, net profit, assets under management and capital adequacy ratio. This is the ‘money story’.
Digitally Evolving Customer Mindset Will Reshape Indian Financial Services Landscape
Forrester eCommerce
AUGUST 22, 2019
Indian financial service customers are changing! Forrester surveyed 3,000 online adults in India on their financial attitude, expectations, and preferences and found that more than half of customers accessing the internet are constantly online. ” As digital […].
Financial Services Firms Can Earn Trust With A Real Commitment To Sustainability
Forrester eCommerce
AUGUST 3, 2021
Financial services firms that embrace sustainable business models have an opportunity to win over values-based customers.
Introducing Autonomous Finance: Forrester’s New Research On Algorithm-Based Financial Services
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 […].
Europe Predictions 2021: Digital Acceleration In Financial Services
Forrester eCommerce
OCTOBER 15, 2020
2020 has been a challenging year for financial services. First, COVID-19 hit insurers with business interruption and travel insurance claims. Then, banks’ profits took a hit as banks set aside billions for loan loss provisions.
Beneficiary Experience: The Big Retention Opportunity Missed By Financial Services Firms
Forrester eCommerce
JUNE 22, 2020
And with so many assets in transition and the broad interest in customer experience in financial services, it’s tempting to think that banks, insurers, and wealth managers recognize a great opportunity […].
Retailers Must Embrace Financial Services, and Quickly
Retail TouchPoints
MARCH 31, 2023
And it’s increasingly clear that brands that embrace financial services within the customer journey are scoring highly on engagement scores. The only problem is, for many retailers, the idea of becoming involved in the financial transaction part of the journey is a leap too far.
A Short History Of Financial Services In The Cloud
Forrester eCommerce
FEBRUARY 28, 2023
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.
The New Major Cloud Adopters: Financial Services
Forrester eCommerce
MAY 1, 2023
Financial services (FS) firms are no strangers to innovation. With high regulatory pressure, FS firms innovate within boundaries, create digital services protected behind corporate firewalls, abide by tenancy isolation rules, and ensure […] Still, this process is not unfettered.
Using Innovation To Rebuild From COVID-19 — Lessons From Financial Services
Forrester eCommerce
JUNE 4, 2020
We are living in uncertain and extraordinary times, and extraordinary feats are being delivered daily by committed workforces for which speed translates into jobs, businesses — and lives — saved.
Introducing The European Financial Services Customer Trust Index
Forrester eCommerce
JUNE 27, 2023
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.
Introducing The Financial Services CRM Landscape, Q2 2023
Forrester eCommerce
JUNE 14, 2023
At Forrester, we see financial services firms […] Our data at Forrester backs this up: Industry solutions grow at a compounded annual growth rate of 13.9%, a rate faster than horizontal customer experience tech.
The State Of Data Commercialization In China’s Financial Services Industry
Forrester eCommerce
FEBRUARY 5, 2023
Financial services (FS) firms are actively participating in it, increasingly commercializing their data to create new revenue streams and expand business opportunities. The growth of the data economy in China is accelerating.
Invest In The Right Technologies To Develop Your Financial Well-Being Program
Forrester eCommerce
AUGUST 6, 2020
Putting financial well-being at the core of their strategy is critical to financial services firms’ ability to win, serve, and retain customers. To develop their financial well-being program, financial services providers are evaluating and adopting a range of contributing technologies.
Financial Services Firms Need To Learn How To Earn Customers’ Trust
Forrester eCommerce
NOVEMBER 8, 2022
How successful have financial services firms been in garnering the trust of their customers amidst inflation and market volatility? Not very successful, it seems.
Customers’ Trust Was Weak Across US Financial Services Brands In 2022
Forrester eCommerce
NOVEMBER 8, 2022
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.
When It Comes To Customer Obsession, Financial Services Companies Are Thoroughly Mediocre
Forrester eCommerce
JANUARY 18, 2023
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.
TIER: How To Evolve Your Business Model — Apple
Forrester eCommerce
OCTOBER 23, 2023
Apple's fintech plays have big implications for its core market and financial services. But it's not the only tech company making moves.
COVID-19 Accelerates Digital Adoption For European Consumers And Businesses
Forrester eCommerce
MAY 5, 2020
Adapters (many financial services firms or utilities) have seen severe disruption, but parts of their business may only see minor disruption or even an […].
The Future Of Financial Brands: Less Financial, More Brand
Forrester eCommerce
MAY 15, 2020
A new crop of challenger brands, such as Alibaba, Amazon, Apple, Google, Starbucks, T-Mobile, Tencent, and Walmart, are on the prowl in the financial services category. And that should have traditional financial brands worried — very worried.
Open Finance Will Reshape The Relationship Between Banks And Their Customers
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.
Introducing The APAC Financial Services Customer Trust Index, 2022
Forrester eCommerce
MAY 8, 2023
Earning and defending customers’ trust, considering the current volatility in financial markets, the infamous downfall of Credit Suisse, the collapse of First Republic Bank, and the ongoing banking scandal in China, requires a special commitment, not lip service.
Predictions 2022: Crypto And The Specter Of Inflation Loom Large In Wealth Management
Forrester eCommerce
NOVEMBER 17, 2021
Traditional financial services firms will make non-traditional moves and look to innovate to stay competitive in the year ahead.
Wealth Managers: Impact-Oriented Investors Need Your Help
Forrester eCommerce
AUGUST 17, 2023
Impact-Oriented Investors Are Waiting For A Reason To Take The Plunge Data from Forrester’s Financial Services Benchmark Recontact Survey, 2022, found that 15% of US online adult investors own sustainable investment products — a group we call “sustainable investors.” But wealth managers should also […]
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5 + 1 must read on behavioral economics
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.
How To Monetize Open Finance: Monetize Value, Price The Use Case
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. Open finance is driven not by regulators, but by technologies like open APIs.
How Nationwide Upgraded Its Marketing Mix Model
Forrester eCommerce
JANUARY 9, 2025
One of the largest insurance and financial services providers in the US, Nationwide offers a diverse portfolio of products and services to both consumers and businesses. The company recently overhauled its approach, starting […]
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India’s Budget 2023: What It Means For Financial Services And FinTechs?
Forrester eCommerce
MARCH 1, 2023
I looked at the Budget 2023 that India’s Finance Minister presented on Feb 1st 2023. On that day, India’s Prime Minister tweeted, “This year’s Budget infuses new energy to India’s development trajectory”. I find that he was not far off the mark.
Introducing the inaugural Forrester IT Sustainability Services Landscape, Q2 2023 and The Forrester Wave™: IT Sustainability Service Providers, Q3 2023
Forrester eCommerce
OCTOBER 2, 2023
In certain industries such as financial services, IT has an outsized contribution to overall corporate scope 1, scope 2 and scope 3 emissions. The demand […]
A Match Made In Plastic? Capital One’s Quest To Acquire Discover
Forrester eCommerce
MAY 20, 2024
Capital One’s plan to acquire Discover will change the shape of the financial services landscape (though not the fundamental forces that drive growth and success – but more on that later).
The Road To Sustainable Finance Will Be Long And Thorny
Forrester eCommerce
MARCH 29, 2021
Financial services firms have a large role to play in […]. Tariq Fancy – BlackRock’s former Chief Investment Officer of Sustainable Investing – caused an uproar recently when he denounced sustainable investing as just “marketing hype” and “PR spin.”
Open Banking Implementation Issues Give Rise To A New Breed Of Intermediaries
Forrester eCommerce
JULY 9, 2020
Open banking intermediaries are forming a new technology segment within financial services, to meet this need and simplify compliance, offering integration and aggregation layers between banks and third-party providers. VCs poured over […].
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Key Findings From Forrester’s 2022 Data Breach Benchmarks
Forrester eCommerce
JULY 10, 2023
We analyzed the 2022 data to assess data breaches across seven primary industries: manufacturing; retail and wholesale; business services and construction; utilities and telecommunications; financial services and insurance; public sector and healthcare; and […]
Where Do UK Consumers Stand On The Financial Well-Being Spectrum?
Forrester eCommerce
AUGUST 18, 2021
To help financial services firms understand where UK consumers stand on the financial well-being spectrum, Forrester surveyed 2,519 online adults in 2020.
Why Temenos’ Acquisition Of A Small AI Software Vendor Is Relevant Beyond The Size Of Its Business
Forrester eCommerce
JULY 17, 2019
Temenos has announced that it has acquired Logical Glue, a small vendor of financial-services-specific AI software covering use cases like credit scoring and underwriting.
Tech Leadership Churn in Australian Banks – Correcting The False Promise Of Bi-Modal IT
Forrester eCommerce
MARCH 19, 2020
In early March we held our 5th Annual Financial Services Summit 2020 in both Sydney and Melbourne, where I presented on how customer-obsessed CIOs are driving business success by: Accepting that the firm’s ultimate customer is also IT’s customer; Engaging across a wide, business-focused field while taking responsibility for revenue generating initiatives; (..)
The Singapore CX Index Rankings, 2024
Forrester eCommerce
AUGUST 19, 2024
Singapore’s FSI Customers Rate Their Experiences As Just “OK” In 2024 Forrester has been evaluating the quality of customer experience at leading financial service providers in Singapore since 2018.
You Can’t Ignore GDPR In Customer Service
Forrester eCommerce
JUNE 25, 2019
On May 25, 2018, the day the GDPR went into effect, I happened to be in Canada doing an in-person workshop with a large financial services client. Many organizations — particularly in North America — think that the EU’s General Data Protection Regulation (GDPR) doesn’t apply to them.
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