August   Du Pont

August Du Pont

Researcher Serving eBusiness & Channel Strategy Professionals

August du Pont is a researcher on the eBusiness & Channel Strategy team. He specializes in digital transformation across the banking and insurance industries, including customer experience and the assessment of new feature releases.

Previous Work Experience

August brings a breadth of experience in user research and systems implementation, including a planning system for Marc Jacobs and the launch of the online asset manager Meritam Investments. His background in negotiating the needs of both users and developers led to his passion for demonstrating the best investment decisions to industry leaders.

Education

August holds a B.A. in anthropology and an MBA, both from Columbia University. He focused on bringing quantitative methods from the financial industry to bolster discoveries from customer research.

August Du Pont

Researcher Serving eBusiness & Channel Strategy Professionals

August du Pont is a researcher on the eBusiness & Channel Strategy team. He specializes in digital transformation across the banking and insurance industries, including customer experience and the assessment of new feature releases.

Previous Work Experience

August brings a breadth of experience in user research and systems implementation, including a planning system for Marc Jacobs and the launch of the online asset manager Meritam Investments. His background in negotiating the needs of both users and developers led to his passion for demonstrating the best investment decisions to industry leaders.

Education

August holds a B.A. in anthropology and an MBA, both from Columbia University. He focused on bringing quantitative methods from the financial industry to bolster discoveries from customer research.

August Du Pont's Research

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  • For eBusiness & Channel Strategy Professionals

    REPORT: Help Customers Connect With You When They Need Answers To Insurance Questions

    Digital Feature Fix: Offer Customers Both Self-Service And Human Help

    August 1, 2018 Ellen Carney, August Du Pont

    Digital insurance teams have made their firm's sites and apps much easier to use to speed up quoting, buying, and servicing for customers. But customers will always have questions, even when visiting the best-designed insurance sites. Digital teams must get customers' questions answered quickly or risk losing potential new customers to a competitor that can provide the needed help. This brief explains how digital insurance teams can expand the contact options available to customers and make them easier to use and illustrates good practices from leading firms.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Show That Mobile Banking Is Private And Secure

    Digital Feature Fix: Reassure Customers About How You Protect Them

    July 24, 2018 Gina Bhawalkar, Peter Wannemacher, August Du Pont

    Consumers have plenty of reasons to worry about the privacy and security of their personal financial information. Yet in our Forrester Industry Wave™ reports, we often find that banking apps fail to reassure customers about the privacy and security of their information. This brief lays out how digital business strategy and customer experience executives can make customers feel safe and secure and illustrates good practices from leading firms.

  • For eBusiness & Channel Strategy Professionals

    REPORT: P2P Transfers Should Enhance Your Mobile Banking App, Not The Other Way Around

    Digital Feature Fix: Remove Barriers By Fitting Person-To-Person Transfers Into Holistic Design

    July 23, 2018 Peter Wannemacher, Gina Bhawalkar, August Du Pont

    In our recent mobile banking Forrester Industry Waves™, we found that many banks have added new P2P transfer services to their apps without explaining how to use them, thinking through money movement from the customer perspective, or considering how P2P transfers change the experience. P2P transfers end up as a bolt-on feature, sometimes making mobile banking harder to use. This brief explains why digital banking teams must focus on quality and consistency of money movement to drive engagement and illustrates good practices from leading firms.

  • For Customer Experience Professionals

    REPORT: The US Brokerage Customer Experience Index, 2018

    How US Brokerage And Investment Firms Earn Loyalty With The Quality Of Their Experience

    June 20, 2018 Alyson Clarke, August Du Pont

    How well do leading brokerages and investment firms earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 23 brokerage and investment brands that were analyzed as part of the US CX Index. We also unveil trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The US Auto And Home Insurers Customer Experience Index, 2018

    How US Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience

    June 20, 2018 Ellen Carney, Faith Adams, August Du Pont

    How well do leading auto and home insurers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 19 insurers that were analyzed as part of the US CX Index. We also unveil trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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