Forrester eCommerce

AUGUST 3, 2021

Financial services firms that embrace sustainable business models have an opportunity to win over values-based customers.

Financial Services 326

Financial Services Customer Banking Management 326

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

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

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

Retail TouchPoints

MARCH 31, 2023

And it’s increasingly clear that brands that embrace financial services within the customer journey are scoring highly on engagement scores. The only problem is, for many retailers, the idea of becoming involved in the financial transaction part of the journey is a leap too far.

Financial Services 247

Financial Services Payment Services Payments Small Business Retail 247

Forrester eCommerce

FEBRUARY 28, 2023

I’ve been working with a long list of financial services companies from various subsectors on their cloud strategies. It’s been a long road for financial services and cloud. Financial services have […] Here’s a little bit of history.

Financial Services 195

Financial Services Banking 195

Forrester eCommerce

MAY 1, 2023

Financial services (FS) firms are no strangers to innovation. With high regulatory pressure, FS firms innovate within boundaries, create digital services protected behind corporate firewalls, abide by tenancy isolation rules, and ensure […] Still, this process is not unfettered.

Financial Services 195

Financial Services Customer Banking Information 195

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

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

JUNE 14, 2023

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

Financial Services 195

Financial Services Customer Experience Customer Banking 195

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

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

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

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

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 26, 2022

In response, leading financial services firms across banking, investment and insurance have launched an array […]. In fact, Forrester believes we’re in the early stages of The Green Market Revolution – a historic business opportunity, on par with the first and second industrial revolutions.

Financial Services 39

Financial Services Banking Consumer Marketing 39

Forrester eCommerce

OCTOBER 23, 2023

Apple's fintech plays have big implications for its core market and financial services. But it's not the only tech company making moves.

Financial Services 435

Financial Services Marketing 435

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

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

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

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

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

Financial Services 364

Financial Services Technology Customer Banking 364

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

OCTOBER 2, 2023

In certain industries such as financial services, IT has an outsized contribution to overall corporate scope 1, scope 2 and scope 3 emissions. The demand […]

Financial Services 417

Financial Services Information Technology Operations 417

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

MARCH 29, 2021

Financial services firms have a large role to play in […]. Tariq Fancy – BlackRock’s former Chief Investment Officer of Sustainable Investing – caused an uproar recently when he denounced sustainable investing as just “marketing hype” and “PR spin.”

Financial Services 322

Financial Services Marketing Banking Management 322

Forrester eCommerce

JULY 9, 2020

Open banking intermediaries are forming a new technology segment within financial services, to meet this need and simplify compliance, offering integration and aggregation layers between banks and third-party providers. VCs poured over […].

Banking 322

Banking Financial Services Technology Management 322

Forrester eCommerce

JULY 10, 2023

We analyzed the 2022 data to assess data breaches across seven primary industries: manufacturing; retail and wholesale; business services and construction; utilities and telecommunications; financial services and insurance; public sector and healthcare; and […]

Telecommunications 369

Telecommunications Financial Services Retail Management 369

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

JULY 17, 2019

Temenos has announced that it has acquired Logical Glue, a small vendor of financial-services-specific AI software covering use cases like credit scoring and underwriting.

Financial Services 354

Financial Services Banking Customer 354

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 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