Forrester eCommerce

MARCH 10, 2021

Open finance is driven not by regulators, but by technologies like open APIs. 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.

Financial Services 364

Financial Services Technology Customer Banking 364

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

JUNE 10, 2022

The Forrester Financial Well-Being Tech Tide™ report presents an analysis of the maturity and business value of the 18 technology categories that support financial well-being. Financial services executives should read this report to shape their firm’s investment approach to these technologies.

Technology 195

Technology Financial Services Improvements Customer 195

Forrester eCommerce

MARCH 1, 2023

Budget 2023 does aspire to create an empowered, inclusive, technology-driven, and knowledge-based economy […] 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

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

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

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. With Dynamic Yield’s expertise and our scale and relationships, we’ll be able to bring the connections between the end consumer and our customers to new heights.”.

Merchant Services 276

Merchant Services Payment Services Financial Services Travel 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 275

Payment Services Banking Customer Experience Technology 275

Retail TouchPoints

AUGUST 20, 2021

But today, when technology gives us the capability to make virtually everything measurable, moving from data to insights — and ultimately to meaningful action — is where the true challenge lies. An example of a retailer that has mastered the art of marketing to their customers is Sephora.

Customer Data 347

Customer Data Payment Services Customer Channel 347

Retail TouchPoints

NOVEMBER 16, 2022

The retail industry has experienced a great deal of change over the last 2½ years with the accelerated growth of online sales, the introduction of new safety protocols, the expansion of experiential retail concepts and the integration of new technologies. Benefits of Incorporating Food and Beverage.

Food and Beverages 290

Food and Beverages Small Business Retail Retail Customer Experience 290

Forrester eCommerce

OCTOBER 7, 2021

Banks need a customer-led strategy to govern cross-functional personalization efforts and to determine the right technology investments.

Banking 195

Banking Technology Customer Financial Services 195

Retail TouchPoints

JUNE 30, 2021

In fact, 85% of professionals who have used customer journey maps found that they increased customer satisfaction, lowered churn, reduced complaints, and raised their Net Promoter Score (NPS ). Understand the customer base. The phrase “know your customer” is increasingly important. Personalize each customer experience.

Merchant Services 253

Merchant Services Payment Services Customer Payments 253

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. Reed is a graduate of Duke University.

Mobile 312

Mobile Payments Payment Services Retail 312

Forrester eCommerce

FEBRUARY 2, 2022

The future of payments will see firms shift focus from consumers toward businesses, embedding payment technology (not payments), and programmable payments in a quest to mitigate complexity.

Payments 369

Payments Payment Services Technology Consumer 369

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.

Merchant Services 264

Merchant Services Payment Services Payments Financial Services 264

Retail TouchPoints

SEPTEMBER 6, 2022

Make no mistake, this is a treacherous environment for retailers, which must make complex and difficult decisions about where to invest and divest, how to train employees, which technologies to employ and so on. Customize physical stores to the omnichannel experience. strikes Gen Z as cumbersome, slow and old-fashioned.

Merchant Services 306

Merchant Services Payment Services Omnichannel Financial Services 306

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. Implementing these strategies will help maintain consistent customer relationships and reliable revenue streams. trillion by 2025.

Merchant Services 279

Merchant Services Payment Services Payments Subscription 279

Retail TouchPoints

JUNE 8, 2022

As the retail industry starts to return to normal in 2022, merchants around the world continue to respond to changing consumer behavior by embracing adaptability with open arms, in addition to being increasingly open to new technologies as part of their long-term strategies. Multi-Dimensional Commerce: the COVID-Driven Opportunity.

Merchant Services 246

Merchant Services Payment Services Payments eCommerce 246

Retail TouchPoints

JUNE 8, 2022

As the retail industry starts to return to normal in 2022, merchants around the world continue to respond to changing consumer behavior by embracing adaptability with open arms, in addition to being increasingly open to new technologies as part of their long-term strategies. Multi-Dimensional Commerce: the COVID-Driven Opportunity.

Merchant Services 246

Merchant Services Payment Services Payments eCommerce 246

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.

Improvements 218

Improvements Management Customer Experience Technology 218

Retail TouchPoints

MAY 29, 2024

With its sleek and minimalist aesthetic, coupled with advanced technology that enables frictionless shopping, Amazon Go can redefine convenience for consumers. Through simplicity in offering and personalized service delivery, Ikea Planning Studios makes Ikea more relevant to the smaller-space urban apartment dweller.

Retail 274

Retail Consumer Financial Services Customer Experience 274

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?

Customer Loyalty 272

Customer Loyalty Customer Retail Financial Services 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.

Financial Services 195

Financial Services Retail Payment Services Customer Experience 195

Retail TouchPoints

NOVEMBER 18, 2021

17, provided plenty of answers in the form of tips, technology use cases, real-world success stories and a raft of innovative ideas. Employ new extended reality (XR) and the latest visual technologies to bring products to life online. Employ new extended reality (XR) and the latest visual technologies to bring products to life online.

Consumer 264

Consumer Merchant Services Social Media Technology 264

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. […].

Banking 536

Banking Other Financial Services Retail 536

Forrester eCommerce

NOVEMBER 23, 2020

We’ve seen technology shift the wealth management landscape for years. To identify The Top Wealth Management Technology Investments In 2021, we interviewed more than 80 companies to determine which technology initiatives they […].

Management 259

Management Technology Financial Services Customer Experience 259

Retail TouchPoints

JULY 13, 2023

Any business that handles customer funds, including fintechs and non-financial companies, is now required to play its part and make compliance a core driver of operational fitness. 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 246

Merchant Services Payment Services Payments Banking 246

Retail TouchPoints

AUGUST 18, 2022

We are likely going to experience more consumers going to a place with this product that they haven’t before, and participating in a way they weren’t expecting [e.g. All financial services, particularly all credit product innovation, tends to go from being lightly regulated to being more regulated as consumers interact with it.”.

Merchant Services 278

Merchant Services Payment Services POS Consumer 278

RTP blog

JULY 23, 2018

By Varun Gudiseva, Tapad Imagine a world where every piece of technology around you is always used to help make your life easier. As Mark Zuckerberg mentioned during his testimony in the Cambridge Analytica case, consumers are generally open to the advertising experience as long as it is personalized to their needs.

Consumer 150

Consumer Financial Services Technology Marketing 150

Forrester eCommerce

APRIL 29, 2022

Banks are investing in a wide range of emerging technologies. Not all have equal potential today. Find out what’s hot and what’s not.

Banking 195

Banking Technology Financial Services Customer Experience 195

Forrester eCommerce

JULY 30, 2020

Leading banks are pivoting and rebooting their strategy — capitalizing on the pace of change and innovation and setting their course for the next decade. By 2030, banking will be invisible, connected, insights-driven, and purposeful.

Banking 382

Banking Financial Services Customer Experience Mobile 382

Forrester eCommerce

APRIL 15, 2020

Quite a lot has happened since 2020 started. As Australian banking leaders roll out initiatives to help consumers and small business owners cope with the fallout from the coronavirus, they also face an impending deadline: to make consumer data available by July this year.

Banking 419

Banking Consumer Financial Services Customer Experience 419

Forrester eCommerce

SEPTEMBER 6, 2019

Forrester has recently kicked off some new research focusing on services and companies that make financial decisions and take action on behalf of consumers. You can take a very short survey on this topic here. I’m psyched to present here our first FORR/3 video episode on this topic (see below)!

Presentation 354

Presentation Consumer Financial Services Banking 354

Forrester eCommerce

JULY 10, 2019

As we’ve reported prior, the majority of legacy Fortune 500 firms are no longer market leaders because their focus remains on protecting their traditional business in this era of digital transformation.

Banking 387

Banking Marketing Financial Services Information 387

Forrester eCommerce

FEBRUARY 25, 2021

Corporate banking today is antiquated due to its highly customized and complex product offerings; lack of challengers to drive innovation; and strong barriers to switching for clients. Enterprise clients have lived with a sub-par experience for far too long. Digital transformation is coming to Corporate Banking.

Banking 373

Banking Retail Customer Financial Services 373

Forrester eCommerce

AUGUST 12, 2020

My colleague Gina Bhawalkar and I recently published our most recent research, in which we evaluated and scored the mobile banking experiences on more than a dozen banking brands’ apps across the US and Canada. For over a decade, Forrester has conducted an annual review of banks’ mobile apps. In the US, we looked at […].

Banking 354

Banking Mobile Financial Services Customer Experience 354

FastSpring

JUNE 19, 2019

We’re Personalizing Customer Experiences More Than Ever Before. Companies are farming more data than ever before to try and find out what their customers are looking for in a product or service. Seven of the top 10 global market leaders are now technology companies: 5. Let’s take a deeper look at them.

Payment Services 104

Payment Services Banking Payments Financial Services 104