Oliwia   Berdak

Oliwia Berdak

Senior Analyst Serving eBusiness & Channel Strategy Professionals

Oliwia is a Senior Analyst serving eBusiness & Channel Strategy Professionals within the European consumer financial services sector. Her research focuses on the digital transformation of banking, insurance, and wealth management, mapping out digital strategies, adoption trends, and best practices. She helps clients understand how technology is changing consumers' expectations of financial services and what obstacles and opportunities this offers to businesses.

Previous Work Experience

Prior to joining Forrester, Oliwia held a number of research positions in both business and academia, working with a variety of methodologies to deliver insight. As a postdoctoral research fellow at the University of Edinburgh, she collaborated on a large research project investigating Europe's changing citizenship regulation. She produced an overview of the regulatory environment and conducted interviews with key stakeholders in Bosnia and Herzegovina, Croatia, and Serbia. Oliwia also worked for six years as a freelance analyst for Euromonitor International, drawing on national laws, macroeconomic data, and statistics to analyze the latest economic, social, and political developments in Europe and explain their significance to businesses.

Oliwia is a Polish national with extensive international experience. She has lived in six countries and is fluent in four languages (Polish, English, German, and Bosnian/Croatian/Serbian), as well as having limited working proficiency in Dutch. She has a keen understanding of how different national contexts influence consumers and businesses.

Education

Oliwia earned a Ph.D. and an M.A. (with distinction) in politics from University College London and a B.A. in European studies from the University of Maastricht. Her doctoral research focused on Southeast European politics and included extensive fieldwork in Croatia.

Oliwia Berdak

Senior Analyst Serving eBusiness & Channel Strategy Professionals

Oliwia is a Senior Analyst serving eBusiness & Channel Strategy Professionals within the European consumer financial services sector. Her research focuses on the digital transformation of banking, insurance, and wealth management, mapping out digital strategies, adoption trends, and best practices. She helps clients understand how technology is changing consumers' expectations of financial services and what obstacles and opportunities this offers to businesses.

Previous Work Experience

Prior to joining Forrester, Oliwia held a number of research positions in both business and academia, working with a variety of methodologies to deliver insight. As a postdoctoral research fellow at the University of Edinburgh, she collaborated on a large research project investigating Europe's changing citizenship regulation. She produced an overview of the regulatory environment and conducted interviews with key stakeholders in Bosnia and Herzegovina, Croatia, and Serbia. Oliwia also worked for six years as a freelance analyst for Euromonitor International, drawing on national laws, macroeconomic data, and statistics to analyze the latest economic, social, and political developments in Europe and explain their significance to businesses.

Oliwia is a Polish national with extensive international experience. She has lived in six countries and is fluent in four languages (Polish, English, German, and Bosnian/Croatian/Serbian), as well as having limited working proficiency in Dutch. She has a keen understanding of how different national contexts influence consumers and businesses.

Education

Oliwia earned a Ph.D. and an M.A. (with distinction) in politics from University College London and a B.A. in European studies from the University of Maastricht. Her doctoral research focused on Southeast European politics and included extensive fieldwork in Croatia.

Oliwia Berdak's Research

Most RecentMost Popular
  • For eBusiness & Channel Strategy Professionals

    REPORT: Become A Digital Insurer

    Executive Overview: The Digital Insurance Strategy Playbook

    January 12, 2018Oliwia Berdak

    Digital technologies are transforming the entire value chain of insurance, opening up new distribution opportunities, altering how insurers can assess, price, and manage risks, and creating new distribution and business models. The digital insurance strategy playbook provides the guidance that digital business strategy professionals need to formulate and hone their digital insurance strategy in response to this revolution. This report was originally published in December 2016; Forrester reviews and updates it periodically for continued relevance and accuracy, most recently in January 2018.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Use Customer Journeys To Guide Your Digital Banking Strategy

    Processes: The Digital Banking Strategy Playbook

    January 4, 2018 Aurelie 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: Use Customer Journeys To Guide Your Digital Insurance Strategy

    Processes: The Digital Insurance Strategy Playbook

    November 29, 2017Oliwia Berdak, Joana van den Brink-Quintanilha

    Digital insurance teams are keen to digitize the entire customer life cycle. They want to cut costs and offer convenience by enabling customers to get quotes and buy, manage, and renew policies online. But pushing toward 100% digital sales and service can result in misunderstandings of customer behaviors and preferences, as well as 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 insurance strategy. This report was originally published in November 2016; Forrester reviews and updates it periodically for continued relevance and accuracy, most recently in October 2017.

  • For Customer Experience Professionals

    REPORT: Case Study: Lloyds Banking Group's Journey-Focused Digital Transformation

    How A Journey-Led Approach Led To Delivering Higher Customer Value

    May 30, 2017 Joana van den Brink-Quintanilha, Oliwia Berdak

    In 2014, Lloyds Banking Group (LBG), one of the UK's leading financial services firms, embarked on a three-year digital business transformation to go beyond digital experience enhancements and deliver greater customer value. In this case study, we examine how LBG, with a £502 million budget and a focus on overhauling 10 key customer journeys, changed how it's organized to rapidly adapt and respond to future customer needs and delivered savings and revenue increases to the tune of £500 million.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Disrupting Finance: P2P Lending

    P2P Lending Platforms Will Continue To Disintermediate Banks

    May 3, 2017Oliwia Berdak

    Peer-to-peer (P2P) lending is the practice of lending money to unknown individuals or businesses without a bank or other traditional financial institution underwriting the loan. Platforms like Funding Circle, Lending Club, Prosper, and Zopa have generated more than $40.9 billion in loans since 2005. Without banks' legacy issues and regulatory burdens, P2P loans are often cheaper and easier to obtain. eBusiness executives will learn who the main players in P2P lending are, assess their disruptive potential, and understand how to outsmart them. This report was originally published in May 2014; Forrester reviews and updates it periodically for continued relevance and accuracy, most recently in May 2017.

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