Alyson Clarke

Winning trust is imperative to financial services firms' success. Yet it's lacking, Forrester’s Financial Services Customer Trust Index shows.

Banken müssen sich auf ein schwierigeres wirtschaftliches Umfeld und eine mögliche globale Rezession im Jahr 2023 vorbereiten.

Découvrez dans cet article les 5 prévisions clés identifiées par nos experts analystes pour le secteur bancaire en 2023.

Inflation, rising interest rates, and the war in Ukraine are creating a challenging landscape for the banking sector, yet wise firms will invest with the long term in mind.

Banks around the world are bracing themselves for tougher economic conditions amidst record inflation, rising interest rates, and the war in Ukraine. Forrester has been tracking shifts in retail consumer banking to help banks better understand how to adapt to — and capitalize on — these shifts. Here are some of the key trends Forrester […]

For a large multichannel bank, a 1-point improvement in its CX Index™ score can lead to an incremental $123 million in revenue. For a direct bank, it can lead to an incremental $92 million in revenue. Discover the results of the 2022 CX Index™ for US banks.

As custodians and lenders of money, banks cannot exist without their customers’ trust. But why do so few banks around the world actually track and measure it? We’ve examined how banks themselves look at trust and, even more importantly, what they actually do about it.

The “buy now, pay later” (BNPL) market is hotter than ever. With a strong presence on major retailers’ websites and increasing brand awareness among consumers, BNPL is receiving growing attention from the world’s top banks, lenders, and credit card providers. While the concept is nearly a century old, Forrester has been tracking the “reemergence” of […]

Each year, my colleague Andrew Hogan and I review mobile websites of top Canadian banks to understand how effectively banks are meeting customers’ expectations, specifically when it comes to finding, researching, and applying for a chequing account. We review functionality and observe users as they try to complete their goals. In this year’s report, we […]

Each year, my colleague Andrew Hogan and I review mobile websites of top US banks to understand how effectively banks are meeting customers’ expectations when it comes to finding, researching, and applying for a checking account. We review functionality and observe users as they try to complete their tasks. In this year’s report, we evaluated […]

Square has announced it will purchase Afterpay for US$29 billion. As an Australian, I have to admit a bit of pride in the Aussie-built Afterpay taking its place on the global stage with this deal, the largest in Australian corporate history. It seems everyone is getting into the buy-now-pay-later (BNPL) boom. What was started by […]

Forrester's latest research finds future of banking will be invisible, connected, insights-driven, and purposeful. Analysts Jacob Morgan and Alyson Clarke break it all down.

First it was Apple. Now it’s Amazon. One thing’s for sure: Goldman Sachs knows it needs to go big or go home with retail banking. Learn about the game-changing partnership on the horizon.

Four common missteps deter would-be customers from opening bank accounts. Learn what they are and how to avoid them.

Nike Just Does It First, the age of the customer shifted power away from institutions to individuals, drastically reducing the control companies had over their own brands. Then came Amazon: The competitive juggernaut ripped whatever shred of control brands had left, leaving them to figure out the algorithmic enigma of eCommerce while competing on price […]