Aurelie   L'Hostis

Aurelie L'Hostis

Analyst Serving eBusiness & Channel Strategy Professionals

Aurélie is an analyst serving eBusiness & Channel Strategy Professionals. She specializes in digital business strategy for retail banks. Her research concentrates on how digital technologies are affecting consumers' behavior and expectations and transforming banks and their business models. Her current areas of research include multichannel banking strategy, mobile banking, and digital money management. Her research also analyzes banking customers’ channel use, with a particular focus on Europe. She is based in Forrester's London office.

Previous Work Experience

Prior to her role as analyst, Aurélie was a researcher in Forrester's eBusiness & Channel Strategy research team. In that role, she published reports on topics including multichannel banking strategy, mobile banking, digital money management, usage-based insurance, and disruption in retail financial services.

Before joining Forrester, Aurélie spent four years working as a business development consultant, first for the French Chamber of Commerce in the UK and then for the French banking group CM-CIC. In that role, she undertook research projects and produced in-depth market reports across a wide variety of industries for French companies seeking to develop their business activities in the UK. She helped clients identify strategic business opportunities and develop marketing strategies to gain access to the UK market.

Aurélie is a French national and is fluent in both French and English. She has substantial experience in working cross-culture and is interested in how national culture affects both consumer behavior and businesses.

Education

Aurélie holds a B.A. and M.A. in English and American studies from the University of Bordeaux and graduated from the University of Cambridge with a Ph.D. in literature.

Aurelie L'Hostis

Analyst Serving eBusiness & Channel Strategy Professionals

Aurélie is an analyst serving eBusiness & Channel Strategy Professionals. She specializes in digital business strategy for retail banks. Her research concentrates on how digital technologies are affecting consumers' behavior and expectations and transforming banks and their business models. Her current areas of research include multichannel banking strategy, mobile banking, and digital money management. Her research also analyzes banking customers’ channel use, with a particular focus on Europe. She is based in Forrester's London office.

Previous Work Experience

Prior to her role as analyst, Aurélie was a researcher in Forrester's eBusiness & Channel Strategy research team. In that role, she published reports on topics including multichannel banking strategy, mobile banking, digital money management, usage-based insurance, and disruption in retail financial services.

Before joining Forrester, Aurélie spent four years working as a business development consultant, first for the French Chamber of Commerce in the UK and then for the French banking group CM-CIC. In that role, she undertook research projects and produced in-depth market reports across a wide variety of industries for French companies seeking to develop their business activities in the UK. She helped clients identify strategic business opportunities and develop marketing strategies to gain access to the UK market.

Aurélie is a French national and is fluent in both French and English. She has substantial experience in working cross-culture and is interested in how national culture affects both consumer behavior and businesses.

Education

Aurélie holds a B.A. and M.A. in English and American studies from the University of Bordeaux and graduated from the University of Cambridge with a Ph.D. in literature.

Aurelie L'Hostis's Research

Most RecentMost Popular
  • For eBusiness & Channel Strategy Professionals

    REPORT: Use Customer Journeys To Guide Your Digital Banking Strategy

    Processes: The Digital Banking Strategy Playbook

    January 4, 2018Aurelie L'Hostis, Oliwia Berdak

    Digital banking teams are keen to digitize the entire customer life cycle. They want to cut costs and offer convenience by enabling customers to research, buy, and manage loans, bank accounts, savings, and investments through digital touchpoints. But pushing toward 100% digital sales and service can result in misunderstandings of customer behavior and preferences and low adoption of newly developed digital tools. This report explores how to use customer journeys to guide the design, development, and delivery of your digital banking strategy. This report was originally published in December 2016; Forrester reviews and updates it periodically for continued relevance and accuracy, most recently in November 2017.

  • For eBusiness & Channel Strategy Professionals

    REPORT: 2017 European Online Banking Functionality Benchmark

    BBVA Earns The Highest Overall Score

    December 13, 2017Aurelie L'Hostis

    Tens of millions of Europeans use their banks' secure websites to conduct both routine and infrequent banking tasks. Digital banking strategy executives need to deliver online banking services that not only exceed customers' current needs and expectations but also anticipate their future needs and improve their financial well-being. To help digital banking teams improve their online banking services, Forrester used its Digital Banking Functionality Benchmark methodology to assess the secure websites of 13 retail banks in Europe.

  • For eBusiness & Channel Strategy Professionals

    REPORT: How Italian Banking Customers Use Different Channels, 2017

    Weave Digital And Human Touchpoints Together To Deliver Superior Customer Experiences

    November 9, 2017Aurelie L'Hostis

    Digital business strategy executives at Italian banks face a twofold challenge: Banks need to encourage less digital-savvy customers to use digital touchpoints for routine banking tasks; at the same time, banks need to maintain a human touch with more digital-savvy customers for when those customers want to talk to someone for more complex needs. Digital business strategy executives should encourage digital banking use, blend digital and human touchpoints, and improve the way they deliver personalized advice through financial advisors. This report was originally published in March 2015; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Disrupting Finance: Digital Money Managers

    Digital Money Managers Offer A Simple Way To Manage Money

    October 19, 2017Aurelie L'Hostis

    Digital money managers offer account aggregation, spending insights, budgeting and savings tools, alerts, and financial guidance to consumers who wish to manage their money but don't have the time, know-how, or inclination to do it. The advent of open banking and the European directive on payment services (PSD2) — which forces European banks to provide open access to their clients' data to rival banks and financial technology firms — will bring a radical change to the business model of digital money managers. Read this report to understand who the main direct-to-consumer digital money managers are, assess their disruptive potential, and understand how to react. This report was originally published in June 2014; Forrester reviews and updates it periodically for continued relevance and accuracy, most recently in September 2017.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Global Mobile Banking Benchmark, 2017

    BBVA Earns The Top Spot

    July 13, 2017 Zhi Ying Ng, Aurelie L'Hostis, Peter Wannemacher

    To stay relevant to customers, digital banking strategy executives need to deliver useful and usable mobile banking services that not only exceed customers' current expectations but also anticipate their future needs and improve their financial well-being. We used our Mobile Banking Benchmark methodology to evaluate the retail mobile banking services of 53 retail banks worldwide and found a widening gap between the leaders and other banks. This report lays out the best practices we found and the lessons for digital business strategy executives.

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