Banking

Banks face many challenges: declining customer loyalty, an emergent fintech class, and commerce platforms that continue to inch toward providing financial services. Read our insights on how the banking industry is changing and how banks can transform and thrive amid unprecedented disruption.

Insights

Blog

Financial Services Firms Can Earn Trust With A Real Commitment To Sustainability

Oliwia Berdak 2 days ago
Financial services firms that embrace sustainable business models have an opportunity to win over values-based customers.
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Blog

Square’s Purchase Of Afterpay Will Fuel Buy-Now-Pay-Later Growth

Alyson Clarke 3 days ago
Square has announced it will purchase Afterpay for US$29 billion. As an Australian, I have to admit a bit of pride in the Aussie-built Afterpay taking its place on the global stage with this deal, the largest in Australian corporate history. It seems everyone is getting into the buy-now-pay-later (BNPL) boom. What was started by […]
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APAC Financial Services Webcast Series 2021

Ready to lead a customer-centric transformation in a post-pandemic world? Learn how to fuel success from 27 July – 5 Aug.

Blog

To Replace Or Not To Replace Core Banking Systems Is Not The Question

Jost Hoppermann July 28, 2021
Banks don't need new core banking systems, they need new paradigms to deliver core banking capabilities - and they need them today or tomorrow.
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Video

Decoding China’s Central Bank Digital Currency

Meng Liu July 13, 2021

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Blog

重塑公司银行客户体验:从客户旅程地图绘制开始

Meng Liu June 24, 2021
以客户为中心已经在零售银行深入人心,零售银行的客户体验提升项目也在全球范围内遍地开花。相比于零售银行,由于B2B系统的复杂性,公司银行之前很少在客户体验领域有所建树。然而,随着银行对公司银行业务体验的要求与日俱增并期待可以达到和零售业务一致的极致体验,越来越多的公司银行部门开始把客户导向和体验提升作为自己的核心战略,随之转变业务模式。客户旅程地图绘制是提升公司银行客户体验的一个有力工具,公司银行客户体验专业人员可以通过绘制客户旅程地图获得outside-in的视角、了解客户体验不佳的根本原因以及将客户痴迷贯彻到整个组织上下。 在理解了客户旅程地图绘制的巨大价值以后,下一个问题是如何有效绘制公司银行的客户旅程地图?Forrester基于超过20年的全球客户体验研究基础以及和中国大型银行客户的咨询实操经验,在中国的公司银行及B2B客户体验领域积累了丰富的理论、工具与方法。我们总结出的绘制公司银行以及B2B行业客户旅程地图的“三部曲”和十个详细步骤: 1. 准备客户旅程绘制相关工作 选择好相关旅程 绘制客户画像 建立对客户旅程地图的相关假设 邀请正确的参与人员 决定旅程绘制执行方式及做好相关准备 2. 执行客户旅程地图绘制 绘制客户旅程地图 发现关键痛点 绘制生态系统 3.决定下一步 通脑风暴出下一步解决办法 数字化以及扩大绘制出的旅程地图的影响力 在我们最新发布的报告 中国公司银行客户旅程地图绘制 中,未来提供更多可供参考的细节,我们选取了一个最典型的公司银行旅程-企业客户开户旅程按照三部曲的步骤带大家一起重现了公司银行客户旅程地图绘制的全过程。欢迎阅读报告获取更多关于公司银行客户旅程地图绘制的相关洞见,如果您有任何问题,请随时与笔者联系,联系邮箱inquiry@forrester.com 以及china@forrester.com。
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Blog

Digital Experience: The Inside Scoop As Told By 36-Plus Executives

Julie Ask June 17, 2021
“When you look forward two years and think about your aspirations for your consumer digital experiences, what will inhibit you from reaching those goals?” Dozens of digital business and experience executives across numerous industries and geographies shared their thoughts with us about digital experience’s current state, emerging tech, priorities, and inhibitors. I’ve summarized the findings […]
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Blog

La Marche Vers La Finance Durable Sera Longue

Aurelie L'Hostis May 19, 2021
La finance durable exige des changements dans trois domaines clés : les produits, les politiques et les processus.
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Predictions 2021 Hub

Explore our blog posts, videos, guides, and other resources to understand the dynamics that will shape 2021.

Blog

Building A Private Bank For The Next Generation

Vijay Raghavan April 22, 2021
Significant gaps continue to exist in private banking, forcing firms to rethink pricing and organizational models. As a result, high-net-worth clients are not fully benefiting from some of the digital innovations that are changing how customers interact with their private banks. To identify the top “Global Private Banking Trends In 2021,” we interviewed senior executives […]
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Blog

SAP’s Newly Independent Financial Services Entity Could Bring Lots Of Benefits To The Industry, But Will It?

Jost Hoppermann April 13, 2021
Today, SAP announced a strategic shift: Its financial services entity will become a separate firm. German investment company Dediq and SAP will form a separate financial services firm, which will be jointly owned by the two companies. The new firm is meant to take up its operations in the second half of 2021 and “fully […]
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Blog

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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Podcast

Emerging Tech In Banking: What’s Hot And What’s Hype?

What It Means April 1, 2021
Like many industries, banking is inundated with emerging technologies. Forrester VPs Martha Bennett and Jost Hoppermann analyze which technologies show promise for banks and which are overhyped.
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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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The Banking Business Model Is Fracturing

Whether it’s the future of digital banking or trying to grow in a customer-led market, strategic decisions loom for banks.

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

Learn From Natural Language Processing Use Cases To Build Your Projects In Production

Guannan Lu March 25, 2021
Many solutions have already adopted technologies we introduced in AI 2.0. Check out how banks and insurers in APAC benefit from NLP.
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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

How To Monetize Open Finance: Monetize Value; Price The Use Case

Jacob Morgan March 10, 2021
Open finance is driven not by regulators but by technologies such as open APIs. This is steadily changing distribution patterns within the industry toward embedded finance — a world of connectivity, with financial services meeting the needs of customers in the moment, in cars, in virtual agents, in shopping apps, and in online marketplaces. If […]
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Blog

After Retail Banking, Now Banks Must Transform Their Corporate Banking

Arnav Gupta February 26, 2021
Digital transformation is coming to corporate banking. Corporate banking today is antiquated due to its highly customized and complex product offerings; lack of challengers to drive innovation; and strong barriers to switching for clients. Enterprise clients have lived with a subpar experience for far too long. Now these clients are starting to demand change. They […]
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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

In 2021, Banks Must Sustain The Digital Momentum

Aurelie L'Hostis January 29, 2021
We’re hitting the end of January. So, let me ask you, how is that New Year’s resolution coming along? Each year, many consumers vow to change their behavior come January 1, resolving to cut down on social media, eat more healthily, sort out their finances, or — for those in lockdown — go for a […]
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