Zhi Ying   Ng

Zhi Ying Ng

Analyst Serving eBusiness & Channel Strategy Professionals

Zhi Ying serves eBusiness & Channel Strategy Professionals within the Asia Pacific financial services and retail sectors. Her research focuses on how digital technologies are transforming the way financial institutions and retail enterprises interact and engage with empowered customers. She helps clients understand the digital financial services and retail landscape in Asia Pacific, and she advises them on how to leverage digital technologies to create new sources of value for customers in the region.

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

Previous Work Experience

Prior to joining Forrester, Zhi Ying was an analyst at Wealth-X, where she researched global wealth trends. Before that, she was a financial journalist at CNBC Asia, where she covered macroeconomic trends and Asian equities.

Zhi Ying's views on 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 Ng

Analyst Serving eBusiness & Channel Strategy Professionals

Zhi Ying serves eBusiness & Channel Strategy Professionals within the Asia Pacific financial services and retail sectors. Her research focuses on how digital technologies are transforming the way financial institutions and retail enterprises interact and engage with empowered customers. She helps clients understand the digital financial services and retail landscape in Asia Pacific, and she advises them on how to leverage digital technologies to create new sources of value for customers in the region.

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

Previous Work Experience

Prior to joining Forrester, Zhi Ying was an analyst at Wealth-X, where she researched global wealth trends. Before that, she was a financial journalist at CNBC Asia, where she covered macroeconomic trends and Asian equities.

Zhi Ying's views on 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 Ng's Research

Most RecentMost Popular
  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Banking Wave™: Australian Mobile Apps, Q2 2018

    CommBank Leads; Other Banks Deliver Mixed Experiences

    June 28, 2018Zhi Ying Ng, Tom Champion

    Mobile apps are the touchpoint of choice for Australians to manage their finances. Digital banking leaders need to build mobile banking around customer needs, empower customers with valuable money management tools, and reassure them by providing support along the way. To see how helpful banking apps are to customers, we evaluated the apps of the Big Four banks in Australia. This Industry Wave lays out where these banks excel, where they lag, and what digital business strategy and customer experience (CX) professionals can learn from them.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Take An Iterative Approach To Digital Insurance Strategy

    Strategic Plan: The Digital Insurance Strategy Playbook

    May 4, 2018Zhi Ying Ng

    Digital business leaders must define and execute digital insurance strategy. To do that, they must craft an action plan that examines the impact of digital on their business and then develop the building blocks needed to support their organization's digital vision. This report outlines how digital insurance leaders should create an action plan that helps them successfully execute their company's business strategy.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Banks Must Embrace Digital Business Models To Redefine Their Value To Customers

    Digital Leaders At Middle Eastern Banks Are Starting To Address Key Tasks That All Banks Must Master

    April 16, 2018Zhi Ying Ng

    Facing tough economic conditions, competition from more agile players, and changing customer needs, banks in the Middle East are pursuing digital business models to generate new revenue streams and alter their cost base. To gain insight into leading practices, we conducted in-depth interviews with digital banking leaders in Egypt, Kuwait, Qatar, and the United Arab Emirates (UAE). This report helps Middle Eastern and global digital banking leaders who are looking to embrace digital business models.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Track Digital Banking Success With Customer-Centric Metrics

    Performance Management: The Digital Banking Strategy Playbook

    February 15, 2018Zhi Ying Ng

    Digital banking success demands new metrics. Typical key performance indicators (KPIs) for digital banking are often product-centric or channel-specific, rather than customer-focused. Digital banking strategy leaders must put in place new metrics that measure the impact of digital business across the entire banking value chain. This report examines the business-focused and cross-touchpoint metrics that digital banking leaders need to measure the success of their digital business strategy. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Track Digital Insurance Success With Customer-Centric Metrics

    Performance Management: The Digital Insurance Strategy Playbook

    January 26, 2018Zhi Ying Ng

    Digital insurance success demands new metrics. Typical key performance indicators (KPIs) for digital insurance are often product-centric or channel-specific rather than customer-focused. Digital insurance strategy leaders must put in place new customer-centric metrics that measure the impact of digital business throughout the entire insurance value chain. This report examines the business-focused and cross-touchpoint metrics that digital insurance leaders need to measure the success of their digital business strategy. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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