financial services

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 […]

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 […]

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 […]

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 […]

The story of how Charles Shwab's potential acquistion of TD Ameritrade came to be and what to expect from the fallout.

Get the low-down on what digital wealth management platforms (DWMPs) do and three reasons why they're worth it.

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

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.

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 […]

The correct response to digital disruption is not to engage in price wars but to strengthen customer experience.

Most incumbent banks have ignored small- and medium-sized (SME) business clients. Meanwhile, fintechs have quietly built ecosystems that are poised to poach SMEs.

By thinking like retailers, banks are leaving money on the table.

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 […]

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

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 […]

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.

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 […]

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.

Now is the time for the retail financial services industry to take a much more proactive, holistic approach to customers’ financial well-being.