Oliwia Berdak

VP, Research Director

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The Four Themes That Dominated FinovateEurope 2021

Oliwia Berdak April 1, 2021
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 […]
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Blog

Mutuals And Direct Banks Top The UK, France, Italy, And Spain Banking CX Indexes — Here’s Why

Oliwia Berdak March 31, 2021
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 […]
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Blog

The Road To Sustainable Finance Will Be Long And Thorny

Oliwia Berdak March 29, 2021
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 […]
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Blog

Milieu-initiatieven domineren duurzaamheidsinspanningen van financiële dienstverleners

Oliwia Berdak March 22, 2021
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 […]
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Blog

2021年预测:银行将需要再次了解客户

Oliwia Berdak March 10, 2021
了解客户对于银行来说是支撑业务的基础能力。监管机构要求银行核实客户身份,分析金融交易来打击洗钱、恐怖主义融资与逃税漏税行为。除去监管合规的要求,银行也需深入了解客户,来为客户提供合适的产品、评估其贷款风险、并制定相应的销售与服务策略。点击“阅读更多”了解2021年银行应如何再次了解客户。
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Blog

Environmental Initiatives Dominate Sustainability Efforts Of Financial Services Firms

Oliwia Berdak 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. The pandemic has exposed additional vulnerabilities in our economies, health systems, and societies. But […]
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Blog

European Customer Experience Index, 2020: How Banks And Insurers Can Connect CX With Business Impact

Oliwia Berdak November 18, 2020
Learn how leaders in the European banking and insurance industries can credibly connect the customer story to the money story.
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Blog

Predictions 2021: Banks Will Need To Get To Know Their Customers (Again)

Oliwia Berdak October 21, 2020
The COVID-19 crisis has upended banks' understanding of their customers. In 2021, banking executives will need to pivot accordingly.
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Blog

Europe Predictions 2021: Digital Acceleration In Financial Services

Oliwia Berdak 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. Given this and the protracted period of low interest rates, investors have taken a dim view of the industry’s prospects, […]
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Blog

Rethinking Sustainability In The Middle Of A Pandemic

Oliwia Berdak August 5, 2020
2020 has been a year of reckoning. Sustainability is now a business necessity, not just a differentiator. Finance and technology have important roles to play.
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Video

FinovateEurope 2020: Has Fintech Lost Its Buzz?

Oliwia Berdak February 14, 2020

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Blog

Predictions 2020: Wealth And Investment Firms Will Copy Fintech Strategies

Oliwia Berdak November 5, 2019
Wealth and investment management firms will look to protect revenue and thwart disruption by taking cues from fintech companies.
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Blog

Predictions 2020: Insurers Will Seek To Engage Customers With Their Impact Agenda

Oliwia Berdak November 5, 2019
In 2020, insurance companies will battle back against the market changes by focusing on three key areas. Read Forrester's predictions for the insurance industry here.
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Blog

Robo-Advice Claims Another Victim: FORR in 3 Video

Oliwia Berdak June 7, 2019
In this episode of our video blog series FORR in 3, Vijay Raghavan and I discuss the challenges of robo-advice, some of the latest failures in this space, and what this means for a technology market that has seen over $2 billion of investment in the last decade. For more insights, Forrester clients can check […]
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Blog

It’s Time To Transform Insurance Claims

Oliwia Berdak May 16, 2019
With the right approach, it’s possible to fulfill the promise given to customers while protecting the insurer’s bottom-line performance.
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Blog

Driving Investor Engagement

Oliwia Berdak May 13, 2019
According to Vanguard, the median retail investor logs in to their account just six times per year. Read our tips for boosting investor engagement in a digital world.
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Blog

How To Onboard Startups

Oliwia Berdak April 29, 2019
Large corporates and startups seems like a match made in heaven. The former have the customer base, budget, and scale that the latter crave. And startups bring speed and agility and can help enterprises experiment with emerging technologies and business models. There’s even a whole industry of matchmakers — platforms and accelerators that aim to […]
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Blog

FinovateEurope 2019: Top Three Themes

Oliwia Berdak February 14, 2019
The two days of demo sessions are now over, so I wanted to share with you my thoughts on the three themes that dominated FinovateEurope 2019. (Apologies for the plane landing at the end. I’m reporting directly from the venue at Tobacco Dock in East London, close to the City Airport, which has its hazards . […]
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Blog

Pragmatism Rules FinovateEurope 2019

Oliwia Berdak February 12, 2019
FinovateEurope is back in full swing, so we wanted to share our impressions of Day 1. Here are Benjamin’s thoughts: And some further reflections by Aurélie and myself.
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Blog

Competition Heats Up In Banking Transformation Services

Oliwia Berdak December 4, 2018
After a few quiet years, Thought Machine, the fintech behind a new core banking platform called Vault, is stealing the limelight, first with its announcement of a strategic partnership with Lloyds Banking Group, then with a similar partnership with the digital bank Atom. And today we’ve learned about another partnership, this time with IBM. We […]
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