banking industry

Banking

The banking industry is opening up — literally. Whether through regulation or market forces, open banking is now a reality. Banks face many challenges: declining customer loyalty, an emergent fintech class, and commerce platforms that continue to inch toward providing financial services. The tried-and-true banking business model is fracturing, and strategic decisions loom.

banking industry

Banking Solutions

The Future Of Digital Banking

Traditional competitive and industry lines are fading into the background as fintech providers and commerce platforms offer a greater array of banking services. Fintech represents both risk and opportunity: the risk that fintech providers will poach margin-rich or relationship-oriented business and the opportunity to partner with or buy those companies that have a more natural mindset to innovate. Like any startup community, the fintech market can be volatile. Some will evolve gracefully, some will crash, some will soar, and some will be acquired and be a new strategic threat to you. On the other hand, commerce platforms can scale — rapidly. You will need to be digitally astute and nimble to win in a market that is often digital-first.

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Growth In A Customer-Led Market

2017 and 2018 CX Index results show that the banking industry is struggling to create and maintain a human connection with customers. If customer loyalty is an economic engine, that engine is sputtering. This erosion of loyalty is happening while fintech providers and commerce platforms move more aggressively into banking services. Banks need to embrace open banking, unleashing the power of data and scale. But job No. 1 is to rebuild the relationship with customers.

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Real-Time CX

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Digital Financial Services In Asia Pacific

Understand your empowered customer and navigate the future financial services ecosystem.

Banking Insights

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Predictions 2020: Old Rivalries And New Entrants Will Preoccupy Bank Execs

Incumbent banks will be challenged on multiple fronts in 2020. Read our predictions.
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Banks Have Neglected SMEs — They Will Come To Regret It

Most incumbent banks have ignored small- and medium-sized (SME) business clients. Meanwhile, fintechs have quietly built ecosystems that are poised to poach SMEs.
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Our Banking Team

Zhi Ying Barry

Zhi-Ying Barry

Senior Analyst

Jacob Morgan

Senior Analyst

Huard Smith

Vice President, Principal Consultant

Predictions 2020

Predictions 2020: On The Precipice Of Far-Reaching Change

A new decade begins with great uncertainty. Sweeping changes are poised to take place. But which ones? Read Forrester’s Predictions 2020 Guide to discover the dynamics that will define 2020 and beyond.

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Dive deeper and get your questions about 2020 answered. Register now for our complimentary predictions webinar on January 23.