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Customer Customer Experience Financial Services 
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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From Rigid To Resilient: Why Enterprises Need Modular Commerce Now
Staying Ahead of UFLPA Enforcement: Best Practices for Retail Supply Chains
What Your Financial Statements Are Telling You—And How to Listen!
Forrester eCommerce
MAY 20, 2024
No regulation was designed to ruin the customer experience, yet poor experiences in regulated industries abound. At CX Summit North America, we'll explore how leading organizations are navigating these challenges.
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
OCTOBER 5, 2020
Since 2018 Forrester tracks how customers rate their experience with some of the biggest brands in banking and insurance.
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 […].
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 […].
Retail TouchPoints
MARCH 26, 2025
Businesses striving to meet these expectations are turning to AI-powered knowledge graphs a cutting-edge tool that connects disparate data points to create a holistic understanding of customers. In todays data-driven world, businesses often struggle to make sense of fragmented customer information stored across multiple systems.
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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).
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. Many customers bail at this point.
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.
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.
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.
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?”
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.
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 […]
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
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.
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
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
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
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 […].
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.
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.
457 
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.
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.
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; (..)
Retail TouchPoints
JUNE 30, 2021
Transformative shifts in consumer behavior have forever changed the dynamic between customers and the businesses they patronize. As a result, customers are increasingly turning to mobile devices to shop and becoming loyal to retailers that deliver digital experiences tailored to their unique preferences.
Retail TouchPoints
JULY 6, 2023
Loyalty Programs Go Green A green loyalty program builds emotional loyalty and brand advocacy, which builds customer interest, all while helping the Earth at the same time. There are many great examples of companies taking accountability for their environmental impact and using their loyal customer base to get involved.
272 
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.
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.
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
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).
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
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
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.
Retail TouchPoints
NOVEMBER 16, 2022
Rather, it is a physical manifestation of a brand and a way for potential customers to experience the brand and its products in person. While online sales will continue to grow, showrooms are necessary to facilitate buying decisions, inviting customers to see, feel and imagine their new purchases before committing.
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.
284 
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 […].
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.
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.
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