Retail TouchPoints

MARCH 31, 2023

Retailers know that customer engagement must be the focus of their marketing efforts. And it’s increasingly clear that brands that embrace financial services within the customer journey are scoring highly on engagement scores. Many customers bail at this point.

Financial Services 278

Financial Services Payment Services Payments Small Business Retail 278

Forrester eCommerce

OCTOBER 5, 2020

Since 2018 Forrester tracks how customers rate their experience with some of the biggest brands in banking and insurance.

Customer Experience 284

Customer Experience Customer Financial Services Banking 284

Forrester eCommerce

OCTOBER 15, 2020

In 2020, for the first time in more than five years we saw two financial services companies achieve an “Excellent” score in our Customer Experience Index (which measures how successfully a company delivers customer experiences that create and sustain loyalty).

Customer Experience 273

Customer Experience Financial Services Customer Banking 273

Forrester eCommerce

JUNE 14, 2023

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. At Forrester, we see financial services firms […]

Financial Services 195

Financial Services Customer Experience Customer Banking 195

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 482

Financial Services Technology Customer Banking 482

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.

Financial Services 195

Financial Services Customer Banking Customer Experience 195

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.

Financial Services 195

Financial Services Customer Banking Marketing 195

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.

Financial Services 195

Financial Services Customer Banking Customer Loyalty 195

Forrester eCommerce

NOVEMBER 18, 2020

Our research shows that customer experience (CX) leaders grow revenue faster than CX laggards, cut costs, reduce risk, and can charge more for their products. Yet most of the world’s largest financial services businesses cannot clearly answer the questions: “How much is CX improvement worth in annual profit?”

Customer Experience 221

Customer Experience Financial Services Banking Customer 221

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

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.

Financial Services 273

Financial Services Banking Customer Experience Customer 273

Retail TouchPoints

MARCH 26, 2025

Ecommerce platforms can use the same technology to suggest products that align with a customers previous purchases and browsing behavior. This level of personalization not only enhances the customer experience but also drives higher conversion rates and customer loyalty. Dev Nag is the CEO and Founder of QueryPal.

Customer 147

Customer Recommendation Customer Experience Travel 147

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 […].

Financial Services 488

Financial Services B2C Consumer Travel 488

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.

Financial Services 406

Financial Services Banking Mobile Customer Experience 406

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

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

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

JANUARY 27, 2023

with mobile financial services. affiliate, Appriza Pay, and financial solution provider Alviere , services include payments, physical and digital debit cards, free checking and remittances to Mexico. “By Developed with Grupo Coppel’s U.S.

Financial Services 147

Financial Services Payment Services Department Stores Banking 147

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.

Financial Services 195

Financial Services Presentation Technology Banking 195

Forrester eCommerce

SEPTEMBER 20, 2022

Banks should approach the current cost-of-living crisis in a similar manner to the pandemic, when many responded with empathy, flexibility, and creativity.

Financial Services 39

Financial Services Banking Customer Experience Customer 39

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).

Financial Services 300

Financial Services Banking Customer Experience Consumer 300

Forrester eCommerce

FEBRUARY 4, 2025

Forresters research reveals the immense value for both customers and banks of useful, convenient digital banking experiences. The right mobile banking offerings, for example, can unlock new value for a customer and differentiate a banks brand. And our broader customer experience research […]

Banking 221

Banking Customer Experience Mobile Customer 221

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.

Financial Services 293

Financial Services Consumer Customer Experience Customer 293

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; (..)

Financial Services 300

Financial Services Banking Presentation Customer 300

Forrester eCommerce

JULY 16, 2020

As part of our upcoming research report on the future of banking, Jacob Morgan and I have been interviewing financial services experts around the globe. Out of that research, four clear themes have emerged. These themes are already starting to play out now but will be far more prominent by 2025 and table stakes by […].

Banking 284

Banking Financial Services Customer Experience Customer 284

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 284

Banking Financial Services Customer Loyalty Customer Experience 284

Forrester eCommerce

SEPTEMBER 9, 2021

To help financial services firms understand where French consumers stand on the financial well-being spectrum, Forrester surveyed 2,592 French online adults in 2020.

Financial Services 322

Financial Services Consumer Customer Experience Customer 322

Forrester eCommerce

SEPTEMBER 12, 2023

Since 2018, Forrester has been tracking how Singaporean customers rate their experience with some of the biggest brands in banking and auto and home insurance. This year’s Singapore Customer Experience Index (CX Index™) study reveals several important findings: CX quality among Singapore’s banks slightly dipped.

Banking 457

Banking Customer Experience Customer Financial Services 457

Forrester eCommerce

NOVEMBER 20, 2020

The pandemic has also changed how customers bank, get insurance, and manage their finances. In addition to these COVID-19 changes, governments, regulators, and shareholders are now demanding higher standards and mandating financial services firms to better serve and […].

Financial Services 273

Financial Services Banking Management Customer 273

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 284

Financial Services Banking Customer Operations 284

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 289

Payment Services Consumer Small Business Retail Banking 289

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

Retail TouchPoints

NOVEMBER 16, 2022

We work closely with our clients to assure a seamless and purposeful transition from retail sales areas to food-and-beverage areas without distracting customers from the brand. Helen Herrick is a Director at MBH Architects and an expert in translating business strategy into customer-experience focused environments.

Food and Beverages 290

Food and Beverages Small Business Retail Retail Customer Experience 290

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

DECEMBER 22, 2021

The SaaS platform uses AI to support more than 400 brands in industries including retail, financial services, travel and restaurants. The creation of a unified consumer engagement and loyalty hub will extend the value of Mastercard’s network to deliver digital services for payments and beyond, according to a Dynamic Yield blog post.

Merchant Services 276

Merchant Services Payment Services Financial Services Travel 276

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 245

Books Merchant Services Payment Services Customer 245

Retail TouchPoints

APRIL 15, 2021

“With this latest investment, Signifyd has the roadmap, the resources and technical talent to enable merchants to push the customer experience to that future state — and to keep pushing it forward for years to come.”.

Merchant Services 200

Merchant Services eCommerce Financial Services Payment Services 200