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Customer Experience Financial Services Management 
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 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’.
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Staying Ahead of UFLPA Enforcement: Best Practices for Retail Supply Chains
What Your Financial Statements Are Telling You—And How to Listen!
Forrester eCommerce
APRIL 20, 2020
5G will become a general-purpose technology for financial services firms.
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.
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 […].
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 […].
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.
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 […]
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.
147 
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 […].
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.
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.
334 
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.
332 
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.
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 […].
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.
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 […]
221 Forrester eCommerce
NOVEMBER 19, 2019
Wealth and investment management firms want to leverage digital technologies to improve customer experience (CX) across touch points, and raise the productivity of their advisors. A digitized financial advisor enables advisors to focus on value-added, rather than administrative, tasks.
218 
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.
259 
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 […].
361 
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?
289 
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 […].
243 
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.
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.”
245 
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.
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.
275 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.
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.”.
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?
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.
259 
Retail TouchPoints
JULY 2, 2024
In fact, the financial services firm UBS projects that the market will hit $1.5 Chargebacks occur when funds are withdrawn from a merchant’s account due to a customer dispute. Additionally, offering prorated refunds for early cancellations can prevent “Service Not Provided” disputes. trillion by 2025.
Kissmetrics
SEPTEMBER 14, 2020
If you have separate departments for marketing, sales, IT, and customer service, you need more advanced functions than a business with five employees. Furthermore, you need to consider who’s going to manage the software. There are four types of operational CRMs, including: Marketing Sales Customer Service IT.
Retail TouchPoints
AUGUST 20, 2021
Peter Drucker, the father of modern business management, is attributed with an iconic quote: “If you can’t measure it, you can’t improve it.” Today, retailers are increasingly implementing systems to easily track and understand what is influencing customer satisfaction and detect specific events to look out for.
347 
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.
312 
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, […].
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.
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.
288 
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?
272 
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.
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.
289 
Retail TouchPoints
MAY 29, 2024
As retailers diversify their real estate portfolios to adapt to changing consumer demands, managing in-store brand experiences across various formats becomes increasingly challenging. Rafferty was born and raised in France.
274 
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 […].
345 
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. […].
536 
Retail TouchPoints
JULY 13, 2023
Today’s world has shown us how geopolitical issues, outbreaks of conflict, terrorism and large-scale organized crime (including cybercrime) are becoming increasingly entwined with fraud, compliance and risk management.
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