Aurelie L'Hostis

Senior Analyst

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A Guide For Finserv Leaders On Building Their Financial Well-Being Program

Aurelie L'Hostis 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. In addition to these COVID-19 changes, governments, regulators, and shareholders are now demanding higher standards and mandating financial services firms to better serve and […]
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Blog

COVID-19 Stokes The Chatbot Hype In Financial Services

Aurelie L'Hostis September 18, 2020
COVID-19 and its associated containment measures are accelerating digital transformation and automation in financial services. Customer service has been under enormous pressure, and financial services firms such as Nationwide Building Society in the UK and the Royal Bank of Canada have launched chatbots to deal with the unusually high volume of requests. However, digital teams […]
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Video

Invest In The Right Technologies To Develop Your Financial Well-Being Program

Aurelie L'Hostis August 6, 2020

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Blog

Les conséquences de la crise du Covid-19 sur le bien-être financier des consommateurs français

Aurelie L'Hostis May 26, 2020
Déjà bien avant que l’épidémie de coronavirus ne frappe, les recherches menées par Forrester révélaient qu’un grand nombre de consommateurs français s’inquiétaient de l’état de leurs finances personnelles et considéraient la gestion de ces dernières comme une tâche difficile. De fait, un an avant la crise, un quart des consommateurs français interrogés déclaraient se sentir […]
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Blog

Gli Effetti Del COVID-19 Sul Benessere Finanziario In Italia

Aurelie L'Hostis May 21, 2020
This blog post was translated by Corrado Loreto. Una nostra recente ricerca ha dimostrato che, ancor prima della pandemia di Covid-19, i consumatori italiani stavano affrontando molteplici difficoltà finanziarie ed erano preoccupati per la loro generale situazione finanziaria. Per capire come la pandemia sta influenzando le finanze e i comportamenti dei consumatori, abbiamo intervistato 1.137 […]
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Blog

The Effect Of COVID-19 On UK Consumers’ Financial Well-Being

Aurelie L'Hostis May 19, 2020
Thirteen percent of UK adults have seen their income (hours and/or wages) reduced due to COVID-19. This is impacting their ability to spend and meet financial commitments: Around half have reduced spending to the minimum, and 10% have missed a bill or loan payment.
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Blog

Many Digital Banks Will Struggle Amid The COVID-19-Induced Slowdown, But A Handful Will Innovate And Thrive

Aurelie L'Hostis April 21, 2020
The COVID-19 crisis is accelerating the digital transformation of financial services. Which firms will benefit, which will struggle? Senior Analyst Aurelie L'Hostis provides insights.
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Blog

Sustainable Finance: Will Your Firm Talk The Talk Or Walk The Walk?

Aurelie L'Hostis March 5, 2020
There’s no better time than the start of a new decade to take a retrospective look at the past and reflect on what has changed and what hasn’t. Looking back, the evidence is clear. Not only has the 2008 global financial crisis exacerbated economic inequality, it has also caused a massive reputational damage to the […]
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Blog

WeBank Is Driving Financial Inclusion At Scale In China

Aurelie L'Hostis October 25, 2019
Around the world, the financial services industry has underserved or even excluded millions of consumers and SMBs (small- and medium-sized businesses) that have long been considered unprofitable. Still today, large numbers of people and businesses do not rely on banks to help them meet their day-to-day financial needs. But you know how the story goes: […]
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Blog

Five (Plus One) Must-Reads On Behavioral Economics

Aurelie L'Hostis 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 firms and innovative startups of all stripes are all set on offering more holistic and personalized customer value propositions that support and sustain […]
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Blog

Rome Was Not Built In A Day, And Neither Are Digital Businesses

Aurelie L'Hostis September 13, 2019
As I’m returning from the Eternal City, where I’ve had the chance to walk around Rome’s Baroque architecture gems and explore its awe-inspiring art collections, I cannot stop myself from reflecting on how much talent, courage, and leadership it took to transform and build such an incredible city. The seeds of the modern world were […]
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Blog

Is Money (Still) Too Tight To Mention? Forrester’s New Research On The Future Of Financial Well-Being

Aurelie L'Hostis September 3, 2019
Now is the time for the retail financial services industry to take a much more proactive, holistic approach to customers’ financial well-being.
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Blog

European Banks Are Redoubling Their Mobile Banking Efforts In 2019 — Just Not All At The Same Speed

Aurelie L'Hostis May 29, 2019
Customers have come to expect easy, effective, and contextually relevant mobile banking experiences. Bolting a shiny new user interface on top of a patchwork of legacy systems won’t cut it anymore.
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Blog

Profiling Fintech: Q&A With Dennis Khoo, Regional Head At TMRW Digital Group, UOB

Aurelie L'Hostis May 28, 2019
An interview with Dennis Khoo, regional head at TMRW Digital Group by UOB, about engaging ASEAN’s Millennials and the digitally savvy with a data-driven banking proposition.
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Blog

‘Tis The Season – Your Customers Might Need A Little Nudge

Aurelie L'Hostis November 6, 2018
On November 5, in line with tradition, a huge array of sparkling displays took place across the UK to celebrate Guy Fawkes night (“Remember, remember, the fifth of November . . . ”). As days get shorter, Bonfire Night is also a friendly reminder that it’s that wonderful time of the year (again) when we […]
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Blog

The Forrester Banking Wave™: Global Mobile Apps Summary, 2018 — BBVA Offers World-Class Mobile Banking Services

Aurelie L'Hostis September 28, 2018
Digital banks are not eating the incumbent banks’ lunch (yet!), but they’re certainly demonstrating voracious appetite. In the UK, Monzo recently hit the one-million-customer mark, while Revolut has almost tripled its customers to 2.8 million in a year. Lifestyle app Alipay, the digital wallet and payments solution operated by Ant Financial, now has 700 million […]
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Blog

Who Currently Offers The Best Online Banking Services in Europe?

Aurelie L'Hostis December 13, 2017
Online banking is currently the most frequently used banking touchpoint in Europe, with 70% of European online adults now using online banking on a desktop or laptop at least once a month.[i] Most people use online banking for routine tasks such as checking their transaction history, transferring money between accounts, and paying bills. But online […]
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Blog

What Could Next-Gen Financial Coaching Look Like?

Aurelie L'Hostis October 20, 2017
Over the past decade, Forrester has written extensively about the evolution of digital money management (AKA personal financial management, or PFM). Digital money management promises to give millions of people the financial education, budgeting tips, financial guidance, and advice that they sorely need. Yet, despite customers needing financial advice as much as ever, early implementations […]
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Blog

Who Are The Mobile Banking Leaders To Follow In Europe?

Aurelie L'Hostis May 30, 2017
We’ve spent the past few months diligently reviewing the mobile banking services of 11 retail banks in Europe and six retail banks in the UK, and the results are out. BBVA in Spain and Lloyds Bank in the UK earned the top spot in our 2017 European and UK mobile banking benchmark reviews, respectively. These […]
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Blog

Banks and Fintechs: Better together

Aurelie L'Hostis August 22, 2016
Old met new in the world of retail banking on July 28, as BPCE, France’s second largest banking group, announced the acquisition of the German digital bank and fintech pioneer Fidor Bank. Founded in 2009, Fidor Bank has built a community of 350,000 users across Germany and the UK, who are rewarded for offering peer-to-peer […]
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