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 Customer Experience Professionals

    REPORT: The France Banking Customer Experience Index, 2017

    How French Bank Brands Earn Loyalty With The Quality Of Their Experience

    March 22, 2018Aurelie L'Hostis, Alex Causey

    How well do leading bank brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven banking brands that were analyzed as part of the French CX Index. We also unveil surprising 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 UK Banking Customer Experience Index, 2017

    How UK Bank Brands Earn Loyalty With The Quality Of Their Experience

    March 22, 2018Aurelie L'Hostis, Alex Causey

    How well do leading bank brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven banking brands that were analyzed as part of the UK CX Index. We also unveil surprising 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 eBusiness & Channel Strategy Professionals

    REPORT: Forrester Data: Online Debt Forecast, 2017 To 2022 (EU-7)

    ForecastView Document

    March 20, 2018 Michael O'Grady, Aurelie L'Hostis

    This report looks at the factors that drive the size and growth of consumer debt for mortgages and unsecured credit in France, Germany, Italy, the Netherlands, Spain, Sweden, and the UK. The report details the size of online and digitally influenced sales and considers the offline and online factors that influence buying behaviors. This report provides context to the Forrester Data: Online Debt Forecast, 2017 To 2022 (EU-7).

  • For eBusiness & Channel Strategy Professionals

    REPORT: Q&A: Understanding Account Aggregation

    Six Questions Every Digital Strategy Executive In Financial Services Should Know The Answer To

    March 9, 2018Davis Janowski, Aurelie L'Hostis

    Account aggregation is not new, but it is rapidly evolving in the face of new technology, increased need for data security, and the movement toward open banking. New account aggregation providers are emerging as both established financial institutions and fintech startups seek new ways to create better financial experiences for customers. Digital business strategists need a solid foundation of understanding to fully appreciate the context for and ramifications of these changes to the account aggregation landscape.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Begin Designing Your Conversational Banking Strategy Now

    Chatbots And The Technology Behind Them Remain Immature, But Digital Banking Leaders Should Start Testing And Learning Now

    March 8, 2018 Peter Wannemacher, Aurelie L'Hostis

    A year ago, we wrote that too many banks were racing to launch chatbots but failing to focus on the risk of clunky, broken customer experiences. Despite the technology evolving over the past year, we still caution against an aggressive chatbot rollout. But digital business leaders should take action now to prepare for future conversational banking. This report showcases the banking chatbots and virtual agents beginning to create value for customers, outlines attributes that drive successful chatbots, and explains how to best approach conversational banking.

View all of Aurelie L'Hostis's Research

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