Alyson Clarke
Principal Analyst
Author Insights
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High Levels Of Trust Elude US Financial Services Firms Again
US financial services brands are struggling to earn high levels of customer trust. Forrester’s Financial Services Customer Trust Index (FS Trust Index) revealed that customer trust in US financial services firms in 2023 was relatively weak and largely unchanged from 2022. Only US banks managed a measurable improvement in average trust scores, and even that […]
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Customer Trust Was Weak Across US Financial Services Brands In 2022
How well did US financial services firms rank in terms of customers’ trust in 2022? Our new research reveals the scores and rankings of 54 US brands across auto and home insurance, banking, credit card issuers, and investment firms, analyzed as part of Forrester’s US Financial Services Trust Index, 2022. Overall, customer trust was relatively […]
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Financial Services Firms Need To Learn How To Earn Customers’ Trust
Winning trust is imperative to financial services firms' success. Yet it's lacking, Forrester’s Financial Services Customer Trust Index shows.
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Prognosen 2023: Banken
Banken müssen sich auf ein schwierigeres wirtschaftliches Umfeld und eine mögliche globale Rezession im Jahr 2023 vorbereiten.
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Prévisions 2023 : Banques
Découvrez dans cet article les 5 prévisions clés identifiées par nos experts analystes pour le secteur bancaire en 2023.
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Predictions 2023: Banks Will Batten Down The Hatches But Prepare For The Upturn
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.
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Trends Shaping The Next Generation Of Retail Consumer Banking
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 […]
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US Banking CX In 2022: Who Does It Well And Why It Matters
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.
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Banks Must Stop Acting Ad Hoc If They Want To Earn And Keep Customers’ Trust
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.
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The BNPL Opportunity For Banks: How To Tap Into This Growing Market
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 […]
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Five Findings From Forrester’s Review Of Six Canadian Banks’ Mobile Sites
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 […]
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Five Findings From Forrester’s Review Of Six US Banks’ Mobile Sites
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 […]
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Square’s Purchase Of Afterpay Will Fuel Buy-Now-Pay-Later Growth
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 […]
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The Future Of Banking Has Arrived
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.
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First Apple, Now Amazon: Goldman Sachs’ Move To Help Big Tech Into Banking
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.
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How Banks Still Make It Too Hard For People To Open An Account
Four common missteps deter would-be customers from opening bank accounts. Learn what they are and how to avoid them.
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