Over the past 18 months, financial services firms across Asia Pacific have accelerated their cloud-first transformation journeys, created flexible working conditions for their employees, and launched innovative digital services.
Even then, the financial services landscape in the region remains in a state of flux. Consumers have massively transitioned to digital services, and heightened their expectations for hybrid experiences. As regulators enable consumers to have more control of their data, consumers will increasingly dictate where and how they engage with brands as well as where the traditional firms and their digital-only competitors fit in their own ecosystems.
For financial services firms, continued success in this dynamic period depends on how adaptive and creative they can be. The leaders will focus on building customer trust; better understand the financial well-being goals of their customers; enable personalised services that cut across product lines; monetise new ecosystems and platform business models; and scale their experiments to leverage emerging technologies such as AI and blockchain.
Join Forrester’s leading analysts as we share the latest insights to help you and your organisation navigate the dynamic markets, and how you can make your customers the North Star of your transformation.
Tuesday, 27 July
Monetizing Ecosystems and Platform Business Models in Financial Services
Financial services executives have more go-to-market options available than ever before for their firm’s products and services — thanks to open banking, ecosystems and platform business models. But how do you make them pay?
This session will feature a walkthrough of Forrester’s framework for monetization, and different ecosystem approaches, as well as looking at global examples of some of the more interesting use cases that are driving results. Many possibilities exist for monetization in the connected, collaborative future of financial services – discover what can become a revenue stream, the possible strategies, and when and how to monetize ecosystems successfully.
Jacob Morgan, Senior Analyst, Forrester
Thorsten Neumann, CTO SC Ventures, Standard Chartered Bank
Wednesday, 28 July
Build A More Relevant Segmentation Model To Improve The Financial Well-Being Of Your Customers
Financial services firms want to support their customers’ financial well-being, yet they often miss the tools to understand their customers’ financial resilience and mindset. This session presents the four financial well-being segments. Financial services executives can map their firm’s own customers to the four profiles and thus gain insight into their financial attitudes, behaviors, and interest in or use of specific personal financial management tools, services, or advice.
Join this session to learn how to better segment your customers to deliver more relevant financial experiences and identify which products and services you need to offer to best meet the needs of each segment in APAC.
Aurelie L’Hostis, Senior Analyst, Forrester
Thursday, 29 July
Define Your Martech Reference Architecture To Enable Personalized Customer Experiences
As financial services firms shift from selling products to promoting the long-term financial well-being of their customers, their marketing technology (martech) investments must evolve. But martech ecosystems within financial services are more complex than those within other vertical sectors. Successful firms understand the value — and risks — of comprehensive personalization that aligns technology with defined business outcomes to deliver optimal customer experiences.
This session presents Forrester’s martech reference model, which provides a common taxonomy for marketers and their technology cohorts. Join this session to learn how to evaluate martech tools based on their ability to deliver customer value.
Rusty Warner, VP & Principal Analyst, Forrester
Tuesday, 3 August
How To Reinvent Lending
The lending landscape is changing rapidly. While many of the drivers of change emerged over the past decade, COVID-19 has dramatically accelerated the pace of disruption. COVID-19 introduced massive business and operational challenges, turning lending risk assessment and management on its head. Borrowers’ expectations — applying for loans easily and quickly on digital touchpoints — have increased, but many lenders don’t meet borrowers’ urgent demand for credit due to antiquated systems and processes. Join this session to understand:
- How APAC consumers and small businesses are researching and purchasing loans
- The process, cultural and technological gaps that exist in the lending value chain
- What your firm must do to transform lending
Zhi Ying Barry, Senior Analyst, Forrester
Marcy Pilar-Inajada, Vice President, UnionBank of the Philippines
Kenneth Tan, Head, Portfolio & Lending Management, OCBC Bank
Wednesday, 4 August
Customer Trust In Financial Services: How To Earn And Build Trust With Banking And Insurance Customers In Asia Pacific
Customers tend to do more business with and stay loyal to brands they trust. Earning and keeping trust with customers is essential for organizations in order to protect their customer base and revenue. Based on our recent APAC Financial Services Survey 2021, we’ve identified the key pillars of trust in financial services and how they impact customer loyalty. Join this deep-dive session to find out how your organization can leverage Forrester’s research findings to strengthen trust with your customers.
Tom Mouhsian, Principal Analyst, Forrester
Thursday, 5 August
Q&A: Decoding Chinese Digital Currency
The emergence of central bank digital currencies (CBDCs) is gathering speed, with more than half of the world’s central banks actively considering their introduction. Digital yuan, the CBDC of China, is one of the fastest developed across the globe and has been tested massively in several major cities. With the further rollout of digital yuan in 2021, we have seen and will continue to see its significant impact on a variety of industries.
Digital yuan holds the potential to rewrite China’s and even the global financial services industry landscape. This session will discuss the latest development of some major CBDCs around the world and have a deep dive into digital yuan. Business and technology executives can leverage this session to understand what CBDCs and digital yuan entail and how they need to adapt their strategy.
Meng Liu, Analyst, Forrester
*Live webcast times are all listed in Singapore Time (SGT)
CTO SC Ventures, Standard Chartered Bank
VP, Principal Analyst
Zhi Ying Barry
Vice President, UnionBank of the Philippines
Head, Portfolio & Lending Management, OCBC Bank