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 […].

Financial Services 321

Financial Services Consumer Other Customer 321

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 […].

Financial Services 293

Financial Services Banking Customer Experience Management 293

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.

Financial Services 269

Financial Services Banking Travel Customer 269

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.

Financial Services 278

Financial Services Payment Services Payments Small Business Retail 278

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

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.

Customer 147

Customer Recommendation Customer Experience Travel 147

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

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.

Financial Services 195

Financial Services Customer 195

Forrester eCommerce

MAY 1, 2023

Financial services (FS) firms are no strangers to innovation. Deep pockets and customer pressure to continually differentiate means that new digital capabilities are constantly in development. Still, this process is not unfettered.

Financial Services 195

Financial Services Customer Banking Information 195

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 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

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.

Financial Services 312

Financial Services Banking Technology Customer 312

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.

Financial Services 195

Financial Services Presentation Customer 195

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.

Financial Services 195

Financial Services Banking Customer Management 195

Forrester eCommerce

APRIL 5, 2022

We are happy to announce the publication of a series of Data Snapshots on APAC consumers’ attitude and behavior in Financial Services industry. A Data Snapshot is a short data-focused report used to feature some of Forrester’s quantitative research — a specific data point, operational metric, or survey question.

Financial Services 195

Financial Services Consumer Operations Customer 195

Forrester eCommerce

NOVEMBER 10, 2022

Learn how financial services firms in the Asia Pacific region will brace for tougher geopolitical and economic conditions ahead.

Financial Services 39

Financial Services Customer 39

Forrester eCommerce

FEBRUARY 24, 2021

Sustainability – with its focus on environmental, social, and governance (ESG) principles – is beginning to dominate political and business agendas worldwide. Even before COVID-19, initiatives such as the Paris Agreement or the European Green Deal aimed to mitigate climate change.

Financial Services 248

Financial Services Banking Customer 248

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 Financial Services Customer Banking 284

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

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

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.

Customer Experience 448

Customer Experience Customer Financial Services Banking 448

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

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

BigCommerce

APRIL 25, 2018

The implications for our customers, partners, and industry will be profound, and our entire team is thrilled to partner with Goldman Sachs, a world-class firm and global financial services leader. Our dozens of Fortune 1000 customers use the same technology and platform as our SMBs. Investing in Our Customers’ Success.

BigCommerce 385

BigCommerce Merchant Services Customer Payment Services 385

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

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.

Financial Services 365

Financial Services Management Customer 365

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

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

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 […]

Management 370

Management Financial Services Banking Customer 370

Forrester eCommerce

AUGUST 5, 2022

In reviewing the new Forrester Marketing Survey, 2022, where we have asked marketing executives globally about their opinions on marketing strategy, interesting insights have been captured.

Financial Services 39

Financial Services B2B Customer Marketing 39

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 […]

Marketing 195

Marketing Financial Services Consumer B2C 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

Retail TouchPoints

OCTOBER 21, 2024

We expect the investment from Beyond will not only enhance our financial performance but also provide meaningful opportunities to introduce Kirkland’s to new customers in a cost-efficient manner while we continue to re-engage our core customer and extend our reach across multiple formats.”

Operations 264

Operations Financial Services Arts eCommerce Technology 264