Zhi-Ying   Barry

Zhi-Ying Barry

Senior Analyst Serving eBusiness & Channel Strategy Professionals

Zhi-Ying serves digital strategy professionals in the financial services and retail sectors across Asia Pacific. Her research focuses on the business and customer value that digital technologies bring; she advises clients on strategies to create new business models and sources of value for customers in the region. She works closely with digital executives at major banks, insurers, wealth management firms, and superannuation firms in Asia Pacific. Zhi-Ying is now based in Sydney, having previously worked in Forrester’s Singapore office.

Prior to this role, Zhi-Ying was a researcher on the eBusiness and channel strategy team; before that, she was a research associate on the CIO team.

Previous Work Experience

Zhi-Ying’s previous roles include analyst at Wealth-X, where she researched global wealth trends, and financial journalist at CNBC Asia, where she covered macroeconomic trends and Asian equities.

Zhi-Ying's views on digital transformation, digital banking and insurance, mobile banking, and mobile payments are commonly cited in prominent local and international publications and broadcast media. Zhi-Ying is fluent in Mandarin Chinese and has limited working proficiency in Bahasa Malaysia and Indonesia.

Education

Zhi-Ying graduated with a B.A. (hons.) in political science (international relations) from the National University of Singapore.

Zhi-Ying Barry

Senior Analyst Serving eBusiness & Channel Strategy Professionals

Zhi-Ying serves digital strategy professionals in the financial services and retail sectors across Asia Pacific. Her research focuses on the business and customer value that digital technologies bring; she advises clients on strategies to create new business models and sources of value for customers in the region. She works closely with digital executives at major banks, insurers, wealth management firms, and superannuation firms in Asia Pacific. Zhi-Ying is now based in Sydney, having previously worked in Forrester’s Singapore office.

Prior to this role, Zhi-Ying was a researcher on the eBusiness and channel strategy team; before that, she was a research associate on the CIO team.

Previous Work Experience

Zhi-Ying’s previous roles include analyst at Wealth-X, where she researched global wealth trends, and financial journalist at CNBC Asia, where she covered macroeconomic trends and Asian equities.

Zhi-Ying's views on digital transformation, digital banking and insurance, mobile banking, and mobile payments are commonly cited in prominent local and international publications and broadcast media. Zhi-Ying is fluent in Mandarin Chinese and has limited working proficiency in Bahasa Malaysia and Indonesia.

Education

Zhi-Ying graduated with a B.A. (hons.) in political science (international relations) from the National University of Singapore.

Zhi-Ying Barry's Research

Most RecentMost Popular
  • For Customer Experience Professionals

    REPORT: The Australia Superannuation Customer Experience Index, 2019

    How Australian Superannuation Firms Earn (But Mostly Lose) Loyalty With The Quality Of Their Experience

    May 8, 2019 Riccardo Pasto, Zhi-Ying Barry

    How well do leading superannuation (retirement benefit fund) firms earn loyalty with the quality of their customer experience (CX)? For the first time, we reveal the complete rankings of seven superannuation firms that we analyzed as part of the Australia CX Index. Scores indicate that superannuation firms struggle to provide satisfactory CX, resulting in low customer loyalty and harming their business success. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The Australia Banking Customer Experience Index, 2018

    How Australian Banks Earn (And Lose) Loyalty With The Quality Of Their Experience

    April 11, 2019 Riccardo Pasto, Zhi-Ying Barry

    How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of eight banks that we analyzed as part of the Australia Customer Experience Index (CX Index™). We also unveil 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: Australian Financial Services Firms Need To Step Up And Fix Home Lending

    Let The Royal Commission Be The Catalyst To Advocate For Your Customers And Rebuild Trust

    April 8, 2019Zhi-Ying Barry

    The Australian government's Royal Commission revealed major flaws in the country's home lending market. So far, the industry's response has been inadequate; financial services firms have yet to demonstrate how they will avoid conflicts of interest and put customers' interests first. Financial services leaders must step up by overhauling their corporate culture, selling or restructuring brokerage subsidiaries, and creating compelling direct-to-consumer offerings. This report examines the shortcomings in home lending in Australia and how leaders can rebuild trust.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Banks: You're Building Too Many Apps

    Separate, Standalone Apps Should Be Rare And Built For Unique Customer Segments Or Needs

    February 27, 2019Zhi-Ying Barry, Peter Wannemacher

    Many banks have developed multiple customer-facing mobile apps to address specific use cases, offer a particular function, or roll out new services, but some banks are still building too many apps, boasting portfolios of over 20. Building and maintaining multiple apps is costly; getting customers to use multiple apps is challenging; and ensuring consistently good experiences across apps is no easy feat. This report outlines challenges that multiple apps pose for digital banking teams and sets out the questions digital leaders should ask before building another app. This report was originally published in September 2016; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Q&A: The Top Five Questions Digital Financial Services Leaders Should Ask About AI In 2019

    Digital Execs Must Ask Strategic Questions

    January 15, 2019Zhi-Ying Barry

    Interest in using AI is growing rapidly in the financial services sector. But digital financial services execs must be careful to not get caught up in the madness of chasing the next lofty AI project. Instead, stop and consider whether your organization is pursuing the right AI initiatives and what your organization must do for long-term AI success. This report dives into the impact of AI on financial services and the questions digital financial services execs should ask in 2019.

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