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 eBusiness & Channel Strategy Professionals

    REPORT: Australian Consumers Are Warming Up To Digital Financial Services Firms

    August 19, 2019Zhi-Ying Barry

    Disruption in the Australian financial services sector is accelerating. More digital banks and superannuation firms have entered the market in the past year — all aiming to grab market share from the incumbents. Our research indicates that a growing number of Australian consumers will gravitate toward digital startups. Incumbent financial services firms must take this threat seriously. Digital business leaders should read this report to understand who these consumers are and why Australians would consider switching to another financial services provider.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Australian Consumers' Digital Coming Of Age Is Here

    August 19, 2019Zhi-Ying Barry

    Something remarkable is happening with Australian online adults: Their behaviors and expectations are evolving at an unprecedented rate, and they're embracing innovation faster than ever before. Forrester recently surveyed 2,000 online adults in Australia to understand their behaviors and financial attitudes. eBusiness and channel strategy professionals: Read this to find out what your organization needs to do to engage with empowered Australian consumers.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Banking Wave™: Australian Mobile Apps, Q2 2019

    Australian Banks' Mobile Apps Are Effective, But Most Need To Improve Functionality Or Usability To Create Great Experiences

    June 25, 2019Zhi-Ying Barry, Riccardo Pasto

    Mobile apps are the touchpoint of choice for Australians to manage their finances. Digital banking leaders need to build mobile banking around customer needs, empowering customers to manage their money while reassuring them by providing support along the way. To see how helpful and easy to use banking apps are for customers, we evaluated the apps of five leading Australian banks. This report lays out where these banks excel, where they lag, and what digital business strategy and customer experience (CX) professionals can learn from them.

  • For Security & Risk Professionals

    REPORT: Quick Take: Australia's PayID Breach Demonstrates The Importance Of Customer Trust

    June 6, 2019 Jinan Budge, Zhi-Ying Barry

    This week, a security breach involving the PayID service of Australia's New Payments Platform (NPP) came to light — an incident affecting tens of thousands of bank customers. Malicious actors used compromised accounts to perform about 600,000 NPP PayID lookups and succeeded in finding nearly 100,000 customer names. This quick take, Forrester's first analysis of the incident, highlights the importance of customer trust in ensuring the continuing innovation and longevity of mobile apps.

  • 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.

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Webinar: The Pulse Of Financial Services Customers In Asia Pacific

Date: October 15, 2019
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