financial services

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“Alexa, Did Any Of My Clients Add Cash Last Week?”

Vijay Raghavan March 11, 2019
Mobile technologies, artificial intelligence, and predictive analytics at firms such as Amazon, Netflix, and Pandora anticipate customer needs and improve customers’ daily lives. These firms are setting new standards for personalized experiences, creating the expectation that any information, product, or service will be available in context in their moment of need to manage their personal […]
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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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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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How Digital And CX Teams Collaborate To Deliver On Brand Promise

Michael Barnes February 6, 2019
Take Practical Steps To Apply CX Disciplines To Digital Initiatives Odds are your firm is regularly seeking ways to improve customer experience (CX). You’re also likely embracing digital technologies to enable a more customer-driven, agile operating model. The question is: Are these initiatives aligned? In other words, are you confident in your firm’s ability to […]
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Forrester’s Global Financial Services Architecture Online Survey

Luis Deya January 16, 2019
We’ve Kicked Off Some New Research, And We Need Your Help.  An important part of Forrester’s research process is gathering input from financial services companies so that we can advise our clients on the latest trends in the market. We’re currently fielding a survey for vendors, end users, and experts that will provide the key […]
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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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Predictions 2019: Financial Services Firms Shift Their Focus To Operational Efficiency

Benjamin Ensor November 7, 2018
In the decade since the global financial crisis, much of the financial services industry has made a strong recovery. While many governments are still nursing large debts, most banks, investment management firms, and insurance companies have long since returned to good health. Growing economies, rising interest rates, and increased trading activity have delivered strong earnings […]
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‘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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Can Robots Grow Up To Be More Human?

Vijay Raghavan October 18, 2018
Context And Timing Is Critical For Robots And Humans To Work Well Together
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Money For Nothin’ And Stocks For Free

Vijay Raghavan September 25, 2018
JPMorgan enters the retail investing price war.
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Profiling Insurtech: Q&A With David Vanek, CEO Of Anorak

Oliwia Berdak September 25, 2018
“Insurance is sold, not bought.” This industrywide perception has gone unchallenged for decades, reaffirming agent- and advisor-based distribution models. But now a plethora of insurtech startups such as Brolly in the UK, Gabi in the US, and PolicyPal in Singapore aim to help customers find suitable cover. A newcomer among the firms digitalizing insurance distribution […]
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Wanted: Fintech Expert

Oliwia Berdak September 19, 2018
Financial services firms are on the hunt. They’re hunting unicorns. As firms like Revolut and TransferWise attain valuations of $1 billion or more, the pressure to find the Stripes of this world before their value skyrockets has never been stronger. But it’s not just the unicorns that firms are hunting. They’re also chasing the wolpertinger. […]
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Wealth Management For Generations X, Y, and Z

Victor Milligan September 17, 2018
Wealth management is not a sleepy market, but the core business model and operations have remained relatively stable while other industries have been immediately — and in some cases — viciously affected by empowered customers and the dizzying pace of digital. It is already clear that younger customers are captivated by fintech and insurtech providers. They are willing to experiment and, in […]
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New Tech Spotlight: Fintech Investments Reach All-Time High In Q2 2018

Carlton Doty September 6, 2018
Fintech is white-hot. Venture capital and private equity firms just can’t get enough of it. You’re probably thinking that fintech has been hyped for years now, but Q2 2018 turned out to be the largest quarter of private investment dollars we’ve seen in this category — EVER. Fintech is a parent category of technology that includes […]
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Banking CX Is Stagnating

Alyson Clarke June 19, 2018
Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. Based on a survey of more than 110,000 US adult customers in 2018, Forrester’s Customer Experience Index (CX Index™) methodology measures how well a brand’s customer experience strengthens the loyalty of its customers so that […]
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Countdown To Forrester’s 10th Annual CXNYC Forum June 19–20

Harley Manning May 18, 2018
Back in 2009, Forrester launched its first customer experience forum. We picked New York as the location because for years we’d put on a financial services event there, and we knew that our attendees from the banking, brokerage, and insurance industries all had CX on their minds. We didn’t know how well the new event […]
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Open Banking And PSD2 — The First 100 Days Have Been A Slow, Fragmented Start

Jacob Morgan April 25, 2018
TL;DR: It has been a slow, fragmented start to open banking, but the pace will accelerate. Fintechs are forging ahead with innovation, and a new set of intermediary service providers is growing. Banks need to become outside-in fast to thrive with open banking, building operating model competence for an externally oriented business. Few Banks Place […]
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How To Ride The Technology Wave (And Not Get Swept Away)

Oliwia Berdak March 29, 2018
AI, blockchain, chatbot, digital identity, etc. — there’s enough emerging technology in financial services to fill a whole alphabet book. And it’s difficult not to get swept off your feet by visions of bionic men, self-executing smart contracts, and virtual assistants that anticipate our every need. Investing in emerging technology is one of the main […]
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The Fintech Industry Has Grown Up

Oliwia Berdak March 12, 2018
Having trekked between the ExCel convention center and central London for most of last week – Finovate Europe moved to this larger and more remote location from the historical Old Billingsgate Hall this year – I can’t help but think that the changed location and format of the event reflect the wider changes happening in […]
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CX Europe 2017: Breakaway Customer Experience

David Truog October 23, 2017
As a CX professional, you’ve surely designed and delivered some experiences you’re proud of, but does your company do it reliably, time and time again? Next month at Forrester’s CX Europe Forum in London, I’ll be joined by 600 CX leaders and innovators to focus on precisely that: How to achieve breakaway CX by transforming […]
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