Financial Services

Banks, credit unions, and other companies that provide transactional services including savings and investment accounts. Financial Services research analyzes the impact of technology on how retail financial services are manufactured, sold, and serviced. This research helps banking, insurance, investment, and credit executives understand emerging trends in technology and how consumer attitudes will affect their adoption of new products and services. Our banking research has a special emphasis on electronic payments; our wealth management research is particularly strong on the electronic delivery of advice.

Latest Research

  • For Customer Experience Professionals

    REPORT: Creating Powerful Customer Experiences In A Low-Engagement Industry

    Answer Five Key Questions To Transform CX In The Retirement Sector

    October 13, 2017 Tom Champion

    Delivering exceptional customer experiences (CX) in low-engagement industries is hard. This is particularly true for the retirement planning sector, which is typically both heavily regulated and poorly understood. To gain insight into leading practices for creating breakthrough experiences, we conducted in-depth interviews with retirement industry executives and CX professionals. This report focuses on Australia and New Zealand's retirement systems, but the insights apply to any CX pro looking to reinvent customer interactions in a low-touch sector.

  • For eBusiness & Channel Strategy Professionals

    REPORT: eCommerce Trends And Outlook For Latin America

    Trends In Brazil, Argentina, And Mexico From The Latin America Online Retail Forecast, 2016 To 2021

    October 12, 2017 Lily Varon

    With a population of over half a billion and two countries among the world's 15 largest economies, Latin America is firmly on the radar of digital business executives looking to expand their digital offerings. However, regulatory hurdles, infrastructure issues, and economic unrest have presented hurdles in key markets. Despite these challenges, eCommerce is growing. In this forecast, which we update annually, we dive into the size and growth rates of online retail in Argentina, Brazil, and Mexico, and we identify the key factors that are driving and inhibiting eCommerce in the region.

  • For Customer Experience Professionals

    REPORT: Drive Business Growth With Great Customer Experience, 2017

    The Upside Of Investing In CX For 17 Industries

    October 12, 2017 Maxie Schmidt-Subramanian, Dylan Czarnecki, Laura Garvin Tramm

    Many customer experience (CX) pros find it hard to show the connection between improving CX and making a business impact. That's why Forrester built models that demonstrate how CX improvements drive growth by increasing customer loyalty. This report shows the growth potential from improving CX for 17 of the industries we cover in Forrester's Customer Experience Index (CX Index™). CX pros can use this data to make the case for investing in customer experience.

  • For Customer Experience Professionals

    REPORT: The US Auto And Home Insurance Customer Experience Index, 2017

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

    October 12, 2017 Ellen Carney

    How well do leading auto and home insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 19 auto and home insurance brands that were analyzed as part of the US 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 US Banking Customer Experience Index, 2017

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

    October 4, 2017 Alyson Clarke, Dylan Czarnecki

    How well do leading bank brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 28 banking brands — both direct banks and traditional retail banks — that were analyzed as part of the US 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.

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