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

Financial Advisors Propel Morgan Stanley To The Top Of Investment Firms In The US CX Index, 2021

Vijay Raghavan June 2, 2021
Amid massive market volatility and uncertainty, two investment firms were able to vault up the rankings in the Forrester US CX Index 2021. Discover how, and why they'll have a competitive advantage going forward.
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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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European Banking Brands: Improve Your Mobile Banking Experience

5 best practices and actionable tips to implement in your journey.

Blog

Protecting Customers From Harm Is A Crucial Part Of Your Financial Well-Being Strategy

Aurelie L'Hostis May 14, 2021
On May 4, the UK government launched a new “Breathing Space” scheme in England and Wales. This debt respite scheme gives people struggling with debt problems a 60-day period of legal protection during which all interests and charges on their debt will be frozen while they receive professional debt advice. No enforcement action will be […]
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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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Financial Services Firms Need A More Relevant Customer Segmentation Model: Introducing Forrester’s Financial Well-Being Segmentation

Aurelie L'Hostis April 19, 2021
Even before the onset of the COVID-19 pandemic, consumers were already facing multiple financial challenges, and many were worried about their financial situation. The pandemic has impacted consumers’ finances further, with many lacking financial resilience and confidence in their financial future. Financial Services Firms Need A Framework To Better Understand Their Customers’ Financial Mindset And […]
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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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Predictions 2021 Hub

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

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

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

2021年预测:财富管理公司将拥抱数字化,蓬勃发展

Vijay Raghavan March 25, 2021
我们因新冠疫情而铭记2020年,以及铭记它是如何永久性地改变客户寻求财富管理建议的方式,以及投资管理顾问给出建议的方式。在新冠疫情后的一年里,我们的财富管理会有怎样的趋势,点击“阅读更多”了解具体细节。
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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

Boost Confidence And Transparency By Elevating Digital Superannuation Experiences

Zhi Ying Barry March 24, 2021
A perfect storm of change has hit the superannuation sector, as three distinct trends have converged. First, COVID-19 has accelerated digital adoption as super firms’ websites and mobile apps have become hubs for their members’ retirement planning decisions. In the past year, 60% of Australian online adults checked their account balance and transaction history online, […]
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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

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

Make Agile A Stepping Stone Toward Future Fit Adaptability

Diego Lo Giudice March 17, 2021
Being adaptive is one of three core competencies of what Forrester calls a future fit organization. Let’s explore how to reach adaptability and help you deal with the unknown, drive organizational flexibility, and react to rapid change.
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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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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

Social Media Meets Tulip Mania

Vijay Raghavan February 1, 2021
It’s a story straight out of the Sherwood Forest, with a stopover in Holland. A determined group of small investors have used the power of social media to punish “the smart money” by pushing the price of GameStop, a widely shorted stock, from $19 to $325 (as of this writing). As the saga continues to […]
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Blog

The Top Tech That Will Win Over Banks In 2021

Jost Hoppermann January 28, 2021
Banks are transforming their organizations with digital technologies. Forces such as emerging technology, fintechs, changing customer behavior, and the decomposition of the banking industry are influencing banking technology investment trends. The pandemic has further accelerated this change and introduced a greater focus on cost reduction. To learn how banks are planning to prioritize their technology […]
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Podcast

The Well-Being Opportunity For Financial Services Firms

What It Means January 14, 2021
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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