(Length: 25 pages)
July 7, 2006
The Financial Services Survival Guide
Retail Financial Services Firms Need To Master Five New Skills
with Peter Hult
Executive Summary (This is a document excerpt)
Forrester's customer advocacy rankings show that retail financial services firms aren't meeting the current needs of customers. What's causing the problem? Organizational silos. But Forrester sees an end to this status quo. The changing needs of customers, increasing competitive pressure, and emerging technology capabilities will push leading firms to break down their internal silos and create innovative new products and services. As the industry goes through this change, firms will need to master five new skills: customer-centric DNA, solution management, cross-channel process agility, integrated merchandising, and interactive education.
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TABLE OF CONTENTS |
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What It Means
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We interviewed more than 20 companies and assembled insights from multiple research teams within Forrester. In addition, we analyzed North American Consumer Technology Adoption Study surveys to identify key consumer trends. Related Research Documents
June 8, 2006, Trends
May 22, 2006, Trends
May 8, 2006, Trends
February 7, 2006, Trends
March 15, 2005, Forrester Big Idea |
Financial Services Firms Need To Bust Their Silos
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