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

VIDEO

Chinese Banks Offer Great Functionality And Usability, But There’s Still Ample Room For Improvement

Riccardo Pasto July 5, 2019
Chinese banks are vying to offer consumers the best possible mobile experience. We break down what's working and where there's room for improvement.
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Hardwire CX To Financial Performance In The Financial Services Sector

Tom Mouhsian June 19, 2019
As leaders in the FS sector increasingly embrace customer-centric strategies, they will have to credibly connect the customer story to the money story. Otherwise, the legitimacy of often-heard CX slogans and promises can be easily challenged.
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Transforming The Insurance Industry

What will the insurance industry look and act like? What choices made in the near term will decide insurers' fate in the long term?

VIDEO

Chase Closes Finn: Lessons For Other Digital Banks

Alyson Clarke June 10, 2019
The closure of Finn does bring up some important lessons for other digital bank startups or digital offshoots of the major bank brands.
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Robo-Advice Claims Another Victim: FORR in 3 Video

Oliwia Berdak June 7, 2019
In this episode of our video blog series FORR in 3, Vijay Raghavan and I discuss the challenges of robo-advice, some of the latest failures in this space, and what this means for a technology market that has seen over $2 billion of investment in the last decade. For more insights, Forrester clients can check […]
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Is Your Bank’s Mobile App A Fonzie Or A Potsie?

Peter Wannemacher June 4, 2019
If you’re a fan of the old TV show “Happy Days,” you know Fonzie and Potsie. If you don’t know the show, here’s a quick sum-up of the two characters: Both were good dudes, but while one (Potsie) managed to, at best, fit in with the crowd, the other (Fonzie, also known as “The Fonz”) […]
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PSD2 Security Requirements Are Restricting Fintech Innovation

Paul McKay May 30, 2019
I have recently released a new report looking at the second phase of the Payment Services Directive (PSD2) and its security requirements along with my colleagues Jacob Morgan and Andras Cser. Banks and financial institutions are currently hard at work building APIs and testing their Strong Customer Authentication (SCA) solutions. Banks need to comply with […]
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European Banks Are Redoubling Their Mobile Banking Efforts In 2019 — Just Not All At The Same Speed

Aurelie L'Hostis May 29, 2019
Customers have come to expect easy, effective, and contextually relevant mobile banking experiences. Bolting a shiny new user interface on top of a patchwork of legacy systems won’t cut it anymore.
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The Banking Business Model Is Fracturing

Whether it's the future of digital banking or trying to grow in a customer-led market, strategic decisions loom for banks.

VIDEO

T-Mobile MONEY’s Checking Account: Game Changer?

Alyson Clarke May 3, 2019
On April 18th, T-Mobile officially launched its T-Mobile MONEY checking account, after a soft launch late last year. This is not the first time we’ve seen a telecommunications firm enter the banking space – it’s already been happening for years in Europe and Asia, with large telcos such as Orange and KDDI. And this isn’t T-mobile’s first foray into banking either. So should banks be worried? Watch below to learn more.
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How To Onboard Startups

Oliwia Berdak April 29, 2019
Large corporates and startups seems like a match made in heaven. The former have the customer base, budget, and scale that the latter crave. And startups bring speed and agility and can help enterprises experiment with emerging technologies and business models. There’s even a whole industry of matchmakers — platforms and accelerators that aim to […]
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New Tech Spotlight: A Growing Crop Of RegTech Startups Vie For Unicorn Status

Carlton Doty April 25, 2019
[This post was coauthored by my colleague, Christian Austin.] Of the 16 technology markets Forrester monitors for VC funding trends, the $2.1B raised by regulatory technology (RegTech) ranked 14th in 2018. As such, you’d be forgiven for overlooking a category that doesn’t evoke many buzzwords, hasn’t raised the splashy capital of several other markets, and […]
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A New Era, A New Digital Japan?

Meng Liu April 22, 2019
A New Era, A New Digital Japan? On May 1, Japan will get a new emperor, and a new era — Reiwa — will begin. The transition is largely symbolic, as the emperor’s role is ceremonial, but the coming of the Reiwa era also marks the end of the Heisei era, sometimes known as “the […]
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Australian Financial Services Firms Must Step Up And Fix Home Lending

Zhi Ying Barry April 8, 2019
With broker reforms at a standstill, Australian financial services firms must step up and take responsibility by putting customer interests first. Create the right culture, be more transparent, and build tools to protect vulnerable customers.
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The Invisible Valuable

The Future Of Payments

The shift to autonomous payments promises to be disruptive.

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Biometrics, Digital Decisioning, And APIs: These Are The Droids Investment Firms Are Looking For!

Vijay Raghavan April 8, 2019
Wealth management firms are leveraging emerging tech to create differentiated, valuable investor experiences. Read how.
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Apple’s Partnership With Goldman Sachs Will Drive Seismic Shifts In The Banking Industry

Alyson Clarke March 26, 2019
Apple and Goldman Sachs are partnering to deliver a new credit card. The industry seems to be quick to dismiss the partnership . . . but there’s an awful lot more at stake here than credit card rewards.
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“Alexa, Did Any Of My Clients Add Cash Last Week?”

Vijay Raghavan March 11, 2019
Thanks to emerging technologies, financial advisors can connect with clients with greater frequency and efficiency. We list three technology classes that are enhancing the industry.
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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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Lackluster CX & The Risk For Banks

CX Index results show banking CX is stagnating.

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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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