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
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US Banks’ Total Experience: Brand Promises Fall Short, And CX Is Declining
Banks create value by winning customers and then serving them in ways that deepen the relationship and drive retention. Forrester’s new Total Experience Score rankings for 25 US banks reveal that banks’ brand promises aren’t resonating and that CX has declined. So what’s going wrong, and which banks are getting it right? What Is Forrester’s […]
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How Emerging Tech Will Transform Digital Banking Experiences Over The Next Decade
Over the next decade, banks, fintechs, and big tech firms will use a combination of maturing and emerging technologies to introduce innovative interfaces, making digital experiences more intuitive and human-centered. These technologies will amplify consumer understanding, enhance automation, and accelerate the orchestration and delivery of digital banking experiences. As a result, digital banking experiences are evolving to become more assistive, anticipatory, and agentic, empowering consumers in unprecedented ways.
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Maximizing Financial Services CRM Value: Strategic Alignment And AI Adoption
A modern CRM is core to connecting organizational silos to drive customer and business value. Today, CRMs are integrating AI and adding intelligent agents to boost productivity and deliver personalized customer experiences at scale. This makes modern CRM an indispensable tool for financial services firms aiming to enhance customer experience, streamline operations, and drive growth. […]
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Banks Need Modern Identity Verification Solutions To Stay Competitive And Resilient In The AI Era
There is a growing need for more secure identity verification in the financial services industry due to the rise of sophisticated fraud tactics and increasingly complex regulatory requirements. Learn the four key challenges that financial services firms face in this preview of a new report.
Blog
Four Forces Shape The Future Of Technology Services
Generative AI and agentic workflows are roiling technology services markets, overturning the 15-year stability of the prevailing business model. Over the last three years, four powerful forces began converging to disrupt the services status quo, forcing providers toward radically different choices and reshaping the sector to deliver what enterprises need now.
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OCBC’s Journey To Becoming A Generative AI Pioneer
OCBC has emerged as a leader in enterprise AI adoption, seamlessly integrating generative AI (genAI) across its operations. I recently spoke with Donald MacDonald, head of OCBC’s Group Data Office, about the bank’s AI journey. Q: Donald, OCBC’s success with AI seems to stem from a long-term vision rather than a sudden pivot. How did […]
Blog
Financial Firms Offer Laid-Off Government Employees A Chance To … Spend More Money?!
At a time of high volatility, financial services brands should focus on removing customer stress and offering benefits, not finding ways to sell more to struggling customers. Get four tips on how to do that in this post.
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FinovateEurope 2025: AI Agents Dominate
Read this blog for Forrester’s take on FinovateEurope 2025: what’s hot and what’s not.
Blog
Great Digital Banking Experiences Create A Data-For-Value Flywheel
Driving engagement is top of mind for most digital banking leaders. Forrester’s research reveals the immense value — for both customers and banks — of useful, convenient digital banking experiences. The right mobile banking offerings, for example, can unlock new value for a customer and differentiate a bank’s brand. And our broader customer experience research […]
Blog
2025: The Digital Banking Landscape Is Poised For Another Transformative Year
Leading banks are leveraging mature and emerging technologies, customer insights, and data to enhance customer experience, increase customer engagement, and drive business growth.
Podcast
387: Forrester Predictions 2025: Financial Services
Every year, Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. In this episode, Forrester Research Directors David Hoffman, Oliwia Berdak, and CX Cast host Martin Gill team up to go over Forrester’s 2025 Financial Services predictions.
Blog
Striking Gold? HSBC’s Gold Token Unlocks New Horizons
In an era marked by rapid digital transformation, HSBC has boldly stepped into the future of finance with the introduction of its Gold Token in Hong Kong. In our latest case study, we dive deep into the key components of HSBC’s Gold Token journey, sharing the strategic insights that have helped the bank advance in […]
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A Run On The Bank: Lack Of Headline Failures Hasn’t Changed Consumer Attitudes
When Silicon Valley, Signature and First Republic failed last year four out of five US online consumers knew about it. This year, bank failures have been less visible. Find out why and what to expect in the future.
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Five Takeaways From ITC Vegas 2024
InsureTech Connect (ITC) was bustling with 9,000 attendees, including carriers, agents, brokers, and a whole host of solution and technology providers, both incumbents and startups alike.
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How Embedded Finance Adds Fuel To Black Friday
This holiday shopping season, shoppers will increasingly turn to “buy now, pay later” (BNPL) in a sign of triumph for embedded finance.
Blog
What’s New In Indian Mobile Banking In 2024?
In an era when people have started doing everything on their phone, is your bank’s mobile app evolving at the pace of customer expectations? Our latest Digital Experience Review™ of Indian mobile banking apps reveals a landscape ripe with innovation yet marked by notable gaps in customer experience. In 2024, Forrester reviewed and evaluated six […]
Blog
“Nothing’s Gonna Touch You In These Golden Years”? Only Half Of Americans Know How To Save For Retirement
David Bowie’s classic song “Golden Years” tells us to “look at that sky, life’s begun.” But retirement’s “golden years” are looking less golden for Americans. Forrester data indicates that many Americans are willing to work past the age of retirement or even work a part-time job in retirement to supplement their income.
Blog
The Future Of Banking: By 2030, Banking Will Be Invisible, Connected, Insights-Driven, And Purposeful
In the rapidly evolving financial landscape, banks are facing challenges that require them to adapt and innovate. But amidst all these changes, the importance of trust remains constant. Trust is the foundation upon which successful banking relationships are built, and it will continue to be a crucial factor in shaping the future of the industry. […]
Blog
Reshaping Banking In The Age Of AI: Embracing Trust, Innovation, And Customer Obsession
Once again, the banking industry is on the cusp of transformative changes. AI and generative AI (genAI) technologies have the potential to enhance customer relationships, deliver personalized digital experiences, augment customer service, and combat fraud. But they also have the potential to shift the mindset of banking from a product-centric to a relationship-centric approach and […]
Blog
AI For Advisors, Digitizing Life Planning, And Investing For The Masses Highlight Finovate’s First-Ever Wealth Management Track
Wealth management firms must still balance the innovation AI offers with the oversight and governance expected from regulators. As AI continues make inroads in wealth management, it’s important for firms to use explainable AI tools that provide trust, transparency, and explainability to “black box” AI systems.
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