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
Podcast
The Well-Being Opportunity For Financial Services Firms
The interests of financial services firms no longer align with those of the customers they serve, Senior Analyst Aurélie L’Hostis argues. In this week’s What It Means episode, she explains why a strategic focus on consumers’ financial well-being is key to driving loyalty and future growth.
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Blog
The Age Of Reinvention In Lending
The lending landscape is changing rapidly. While many of the drivers of change emerged over the past decade, COVID-19 has dramatically accelerated the pace of disruption. COVID-19 introduced massive business and operational challenges, turning lending risk assessment and management on its head.
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European Banking Brands: Improve Your Mobile Banking Experience
5 best practices and actionable tips to implement in your journey.
Blog
Distinguish Hot From Hype In Wealth Management Tech Investments In 2021
We’ve seen technology shift the wealth management landscape for years. The global pandemic accelerated that shift as clients seek new ways to access their accounts, communicate with account managers, and manage their investments. To identify “The Top Wealth Management Technology Investments In 2021,” we interviewed more than 80 companies to determine which technology initiatives they […]
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Blog
UK Banks’ Mobile Apps Have Stalled In Terms Of Functionality
Mobile apps have become the main touchpoint of banking relationships for millions of people and the starting point for many financial decisions and activities. Forrester data shows that 53% of UK online adults have done their banking on a mobile website or app in the past month. And mobile experiences impact business results: A good […]
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Blog
European Banks Must Deliver Better User Experience On Their Mobile Apps
Mobile apps have become the main touchpoint of banking relationships for millions of people and the starting point for many financial decisions and activities. Forrester data shows that 52% of Italian and 42% of French online adults have done their banking on a mobile website or app in the past month. And mobile experiences impact […]
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Blog
A Guide For Finserv Leaders On Building Their Financial Well-Being Program
The COVID-19 pandemic and the resulting lockdowns have severely impacted the finances of millions of customers globally. The pandemic has also changed how customers bank, get insurance, and manage their finances. In addition to these COVID-19 changes, governments, regulators, and shareholders are now demanding higher standards and mandating financial services firms to better serve and […]
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Blog
European Customer Experience Index, 2020: How Banks And Insurers Can Connect CX With Business Impact
Learn how leaders in the European banking and insurance industries can credibly connect the customer story to the money story.
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Predictions 2021 Hub
Explore our blog posts, videos, guides, and other resources to understand the dynamics that will shape 2021.
Research Collection
Insurance Leaders: Review Your Marketing And CX Budgets In The Wake Of COVID-19
Business leaders at insurance firms with influence on marketing and CX budgets review their spending in the wake of the COVID-19 pandemic. Read our advice on how.
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Research Collection
Wealth Management Leaders: Review Your Marketing And CX Budgets In The Wake Of COVID-19
Consider Spending Changes In Five Categories Post-COVID-19 Wealth management leaders know that the business effects of the COVID-19 pandemic will be with us for years. However, the consequences of the pandemic are not identical for all companies. Different industries, including wealth management, face disparate consumer trends, resource availability, and revenue potential during the pandemic and […]
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Blog
Predictions 2021: Wealth Management Firms Embrace Digital To Thrive
The events of 2020 exposed both weaknesses and opportunities for wealth management firms. In 2021, forward-thinking firms will not only meet these challenges, but will move beyond them.
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Blog
Europe Predictions 2021: Digital Acceleration In Financial Services
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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Podcast
Autonomous Finance: It’s A Matter Of Trust
With many business functions being automated, what makes financial services different? On this week’s episode, Principal Analyst Peter Wannemacher explores the issues of trust involved with autonomous finance.
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APAC Financial Services Webcast Week 2020
The next normal arising from this global pandemic will bring new challenges for financial services leaders in Asia Pacific. Get the latest insights and tactical guidance on how to prepare for the future.
Blog
Australian FSI Firms Have Responded Well To The Pandemic, But Their CX Is Just OK
The 2020 Australia Banking and Superannuation Customer Experience Index (CX Index™) results are live! COVID-19 stress-tested the robustness of Australian banks’ and supers’ governance structures and crisis management plans as the industry experienced rapid regulatory changes. Firms Must Focus On CX That Builds Loyalty To Come Out Ahead In The Crisis Forrester’s CX Index methodology […]
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Blog
COVID-19 Stokes The Chatbot Hype In Financial Services
COVID-19 and its associated containment measures are accelerating digital transformation and automation in financial services. Customer service has been under enormous pressure, and financial services firms such as Nationwide Building Society in the UK and the Royal Bank of Canada have launched chatbots to deal with the unusually high volume of requests. However, digital teams […]
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Blog
Forrester Reviews And Scores US Mobile Banking Apps: What We Learned
For over a decade, Forrester has conducted an annual review of banks’ mobile apps. My colleague Gina Bhawalkar and I recently published our most recent research, in which we evaluated and scored the mobile banking experiences on more than a dozen banking brands’ apps across the US and Canada. In the US, we looked at […]
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Blog
Lean Isn’t Always Lean: There Are Lean Cores And Lean Cores In Banking
Understanding the lean-core concept is key to easing digital transformation challenges. Vice President Jost Hopperman clears up some of the confusion surrounding the concept.
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Research Collection
Finserv Leaders Must Keep Sight Of The Big Picture In The Midst Of The Pandemic
As the COVID-19 pandemic shifts both geographically and in intensity, changes in consumers’ behaviors present financial services companies with new problems and new opportunities. The near-term impact will change the ways these companies interact with their customers, manage their employees, and respond to the market environment.
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