Executive Summary (This is a document excerpt)

Forrester's European retail financial services research helps marketing and strategy executives understand emerging trends in consumer attitudes, business, and technology. Our research spans the banking, credit, investment, and insurance sectors. Key topic areas include: the impact of the Internet on retail financial services; the use of different channels for researching, buying, and managing financial products; the needs of different customer segments; shifts in consumer attitudes and behavior; and the development of cross-channel business processes.