Aurelie   L'Hostis

Aurelie L'Hostis

Senior Analyst Serving eBusiness & Channel Strategy Professionals

Aurélie is a senior analyst serving digital business 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 digital banking strategy, customer service in financial services, financial well-being, and disruption in financial services. During her five years with Forrester, she has worked with numerous clients to develop their digital business strategies.

In addition to speaking at Forrester Forums and events, Aurélie speaks regularly at national and international executive conferences, and her research is often quoted in the media, including American Banker, Bloomberg, the Financial Times, the Guardian, and Les Echos.

Previous Work Experience

Before joining Forrester, Aurélie spent four years working as a business development consultant for the French Chamber of Commerce in the UK and 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

Senior Analyst Serving eBusiness & Channel Strategy Professionals

Aurélie is a senior analyst serving digital business 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 digital banking strategy, customer service in financial services, financial well-being, and disruption in financial services. During her five years with Forrester, she has worked with numerous clients to develop their digital business strategies.

In addition to speaking at Forrester Forums and events, Aurélie speaks regularly at national and international executive conferences, and her research is often quoted in the media, including American Banker, Bloomberg, the Financial Times, the Guardian, and Les Echos.

Previous Work Experience

Before joining Forrester, Aurélie spent four years working as a business development consultant for the French Chamber of Commerce in the UK and 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: Disrupting Finance: Digital Banks

    Digital Banks Offer A More Compelling Digital Banking Experience

    May 2, 2019Aurelie L'Hostis, Benjamin Ensor

    Over the past decade, a wave of new digital banks like Kakao Bank, Monzo, N26, Nubank, Revolut, and Tinkoff have launched, competing to win customers with better digital customer experiences than established banks. These digital banks have embraced mobile to create differentiation, using digital touchpoints to offer simple, convenient, and more personalized customer experiences combined with relevant guidance and advice. Read this report to learn about the leading digital banks, assess their disruptive potential, and understand how to outsmart them. This report was originally published in June 2014; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Take Concrete Steps To Improve Your Digital Banking Capabilities

    Learn From The Best Digital Experiences In The Industry

    April 9, 2019 Alyson Clarke, Aurelie L'Hostis, Peter Wannemacher, August Du Pont

    Building great digital banking experiences isn't easy. Some digital banking teams have made preventable mistakes that make digital touchpoints less effective or harder to use than they can be. Forrester has published a series of briefs — each labeled as a "digital feature fix" — about digital banking features to illustrate good practices from leading banks. This brief is a short overview that links to those digital feature fix briefs.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Use Your Contact Center To Deliver Great Banking Customer Experiences

    Great Customer Service Does Not Happen By Chance

    April 4, 2019Aurelie L'Hostis

    We surveyed and interviewed executives at retail banks to understand the state of contact centers and customer service in retail banking. This report examines the findings from our survey and interviews of executives at banks who are members of Efma. It reveals retail banks' lack of maturity at managing customer service. The report also highlights good practices that customer service and digital business strategy professionals at banks can use to improve their customer service.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Use Customer Journeys To Guide Your Digital Banking Strategy

    Processes: The Digital Banking Strategy Playbook

    January 24, 2019Aurelie 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 January 2019.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Help Digital Banking Customers With Budgeting And Saving

    Digital Feature Fix: Help Customers Stay On Top Of Their Finances With Effective Budgeting And Savings Tools

    January 18, 2019Aurelie L'Hostis

    A common pitfall on banks' websites and mobile apps is a lack of budgeting and savings tools to help customers improve how they manage their finances. This brief explains why budgeting and savings goals are important, illustrates good practices from leading banks and fintech companies, and helps digital teams understand how to implement budgeting and savings goals effectively.

View all of Aurelie L'Hostis's Research

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