financial services

Financial services firms are under pressure as more investors choose a self-directed approach and shift their money toward emergent fintech disruptors. Discover how financial services firms can evolve to stay competitive, win business, and leverage CX to succeed.

Insights

Blog

Tech Leadership Churn In Australian Banks — Correcting The False Promise Of Bimodal IT

Sam Higgins March 19, 2020
Principal Analyst Sam Higgins dispels the myth that having two technology portfolios run by two different leaders is the best approach.
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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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Digital Financial Services In Asia Pacific

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

Blog

Morgan Stanley Grows Its Brokerage Business With E-TRADE Acquisition

Vijay Raghavan February 20, 2020
Morgan Stanley announced today that it is acquiring discount broker E-TRADE for $13 billion, bringing 5.2 million new customer accounts and $360 billion in assets in the biggest takeover of a US bank since the financial crisis. The acquisition will transform Morgan Stanley from a bank that primarily relied on investment banking, trading, and wealth […]
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Blog

What Makes A Payments App Successful?

Arnav Gupta January 2, 2020
Excellence in digital experience is fast becoming a nonnegotiable expectation that customers have of a brand. The thing about expectations is that once they rise, they become par for the course. Payments apps are no exception! We recently analyzed eight apps from Indian payments providers. We found that with the next-to-zero cost of switching in […]
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Blog

AI Is Transforming Fraud Detection In The Financial Services Industry

Meng Liu December 30, 2019
I believe most people who own credit cards have experienced fraud or false positives (a non-fraud transaction declined), and so have I. Three months ago, I experienced overseas credit card fraud with an amount around $3,000 USD; my bank is still investigating the case. What gave me a deeper impression was the complicated procedures of […]
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Blog

Charles Schwab’s Acquisition Of TD Ameritrade Spells Further Consolidation In The Brokerage Industry

Vijay Raghavan November 22, 2019
The story of how Charles Shwab's potential acquistion of TD Ameritrade came to be and what to expect from the fallout.
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Blog

Digital Wealth Management Platforms Improve CX And Financial Advisor Productivity

Vijay Raghavan November 19, 2019
Get the low-down on what digital wealth management platforms (DWMPs) do and three reasons why they're worth it.
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Transforming The Insurance Industry

What will the insurance industry look and act like? What choices made in the near term will decide insurers' fate in the long term?

Video

Google Makes Moves Into Banking: Should Banks Be Worried?

Alyson Clarke November 14, 2019
Google may offer consumers checking accounts as soon as next year. Principal Analyst Alyson Clarke explains what the move means for banks.
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Blog

Facebook Has The Scale To Build A Strong Payments Business But Not The Consumer Trust

Lily Varon November 13, 2019
Only 5% of US online adults polled say they would trust Facebook to provide digital payment services, well below Amazon, Apple, and Google. Here's what digital businesses need to understand about Facebook Pay.
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Blog

Citizens Challenge 2019: Driving Innovation In Banking

Huard Smith October 9, 2019
Hackathons can be an excellent way for financial services firms to round out their innovation portfolios. Innovation events like these can help address changing consumer needs and behaviors, as well as competitors’ responses to them. They can help ensure the firm’s survival by adding net-new value to consumers. The Citizens Challenge, held by Citizens Bank […]
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Blog

Zero Trading Fees Are Here — So Are Significant Market Cap Losses

Vijay Raghavan October 4, 2019
The correct response to digital disruption is not to engage in price wars but to strengthen customer experience.
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Blog

Banks Have Neglected SMEs — They Will Come To Regret It

Peter Wannemacher October 2, 2019
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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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.

Video

Financial Service Firms Need To Stop Thinking Like Retailers On Personalization

Alyson Clarke September 26, 2019
By thinking like retailers, banks are leaving money on the table.
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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

Look Beyond Compliance When Choosing An Anti-Money Laundering Solution

Andras Cser September 24, 2019
When looking for an AML services provider, there are three primary factors organizations need to keep in mind.
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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

The Future Is Unwritten: Writing The Future Of The Insurance Agency

Jeffery Williams September 12, 2019
As digital technologies transform the insurance marketplace, how will the role of the agency evolve? Insurance professionals and solutions providers, learn how you can help shed light on where agencies are headed in a fast-changing landscape.
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Video

Kicking Off Our New Research On Autonomous Finance: FORR/3 Video

Peter Wannemacher September 6, 2019
Forrester has recently kicked off some new research focusing on services and companies that make financial decisions and take action on behalf of consumers. You can take a very short survey on this topic here. I’m psyched to present here our first FORR/3 video episode on this topic (see below)! In it, Oliwia Berdak and […]
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Podcast

The Radical Remaking Of Financial Services In Asia Pacific

What It Means September 5, 2019
Financial services in Asia Pacific are in the middle of a radical departure from the past. Senior Analyst Zhi-Ying Barry joins to explain how the convergence of disparate forces are challenging the very nature of a financial services firm.
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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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