Oliwia Berdak

Patchy AI standards and regulations across the globe will result in some organizations faring better than others when it comes to building and maintaining trust. Learn more in this preview of our 2025 trust predictions.

In 2024, European banks joined other regions and industries to see a significant drop — a worrying sign with grave business implications.

While Money20/20 Europe had a number of themes this year — including “A Customer Universe of One” and “The Business Of Money” — AI and open banking payments really stole the show. But while the AI discussion remained mostly high-level, a confluence of factors have made open banking payments closer to mainstream adoption and therefore red-hot.

This blog provides an overview of key themes that we’re most excited to discuss at Money20/20 Europe 2024.

Discover the 2022 Forrester CX Index scores for auto and home insurer brands in the UK, and dive into the CX drivers and emotions that drive loyalty the most.

In 2022, we benchmarked CX quality at 10 leading UK banking brands. This year, the average CX quality in the UK banking industry improved significantly compared to 2021.

Mobile banking apps are a crucial component of the overall banking experience. To identify mobile banking best practices, we reviewed the mobile apps of 13 EMEA banking brands in March and April of 2022 for both functionality and user experience.

Read the key findings from FinovateEurope 2022, including thoughts on what's hot in fintech, sustainable finance, open finance, and digital transformation.

Forrester reviewed the mobile apps of 13 European banking brands in June and July of 2021 for both functionality and user experience.

Forrester surveyed customers of the 32 of the largest and most important auto and home insurance brands in France, Germany, Italy, Spain, and the UK about the quality of their experiences as a part of our European Auto And Home Insurers Customer Experience Index, 2021.

Forrester surveyed customers of the 38 of the largest and most important banking brands in France, Germany, Italy, Spain, and the UK about the quality of their experiences as a part of our European Banking Customer Experience Index, 2021. As in 2020, mutuals and challengers (banks founded as alternatives to traditional banks) offer the best experiences across Europe.

In APAC, vast political, economic, and social differences among countries pose an impact on sustainable finance regulations. Even for ESG factors that are easiest to measure and compare — carbon emission, for example — there are still no common goals in the region. Only China (pledged to become carbon-neutral in 2060), South Korea (2050), Japan (2050), New Zealand (2050), and Indonesia (2060) have set a net-zero target, leading to different approaches and progress in regulating sustainable finance activities.

The EU has committed to becoming the first climate-neutral bloc in the world by 2050. Learn which regulations will support this transition.

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

La finance durable exige des changements dans trois domaines clés : les produits, les politiques et les processus.

FinovateEurope 2020, which took place in Berlin in mid-February 2020, was one of my last big trips that year. It was also the first time I bought and liberally used hand sanitizer. Still, as events go, it was pretty “normal.” So I approached the digital edition of FinovateEurope 2021 with some curiosity. Would the energy […]

In our 2020 European Banking Customer Experience Index (CX Index™), mutuals and direct banks outperformed traditional banks in terms of customer experience (CX) in the UK, France, Italy, and Spain. Why? Because mutuals and direct banks excel at the three E’s of customer experience: ease, effectiveness, and emotion. But they do it differently. When we […]

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.” Well, the spin is clearly working, with Morningstar announcing record inflows into sustainable funds in Q4 2020. Financial services firms have a large role to play in […]

This blog post was translated, the original English post can be found here.  Duurzaamheid, met zijn focus op ESG-beginselen (Environmental, Social & Governance), begint de politieke en zakelijke agenda’s wereldwijd te beïnvloeden. Zelfs vóór COVID-19 trachtten initiatieven zoals het Akkoord van Parijs en de Europese Green Deal klimaatverandering terug te dringen. De pandemie heeft weliswaar […]