Alyson Clarke

Principal Analyst

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Predictions 2024: With The Right Preparation, Your Organization Can Win Trust While Others Lose It

Stephanie Balaouras October 31, 2023
A focus on fundamentals such as empathy, dependability, and accountability will equip companies to weather a tumultuous year ahead.
Blog

High Levels Of Trust Elude US Financial Services Firms Again

Alyson Clarke September 19, 2023
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 […]
Blog

Customer Trust Was Weak Across US Financial Services Brands In 2022

Alyson Clarke November 8, 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 […]
Blog

Financial Services Firms Need To Learn How To Earn Customers’ Trust

Alyson Clarke November 8, 2022
Winning trust is imperative to financial services firms' success. Yet it's lacking, Forrester’s Financial Services Customer Trust Index shows.
Blog

Prognosen 2023: Banken

Alyson Clarke 7 November 2022
Banken müssen sich auf ein schwierigeres wirtschaftliches Umfeld und eine mögliche globale Rezession im Jahr 2023 vorbereiten.
Blog

Prévisions 2023 : Banques

Alyson Clarke 1 Novembre 2022
Découvrez dans cet article les 5 prévisions clés identifiées par nos experts analystes pour le secteur bancaire en 2023.
Blog

Predictions 2023: Banks Will Batten Down The Hatches But Prepare For The Upturn

Alyson Clarke November 1, 2022
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.
Blog

Trends Shaping The Next Generation Of Retail Consumer Banking

Alyson Clarke September 21, 2022
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 […]
Blog

US Banking CX In 2022: Who Does It Well And Why It Matters

Alyson Clarke August 16, 2022
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.
Blog

Banks Must Stop Acting Ad Hoc If They Want To Earn And Keep Customers’ Trust

Tom Mouhsian July 1, 2022
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.
Blog

The BNPL Opportunity For Banks: How To Tap Into This Growing Market

Alyson Clarke May 17, 2022
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 […]
Blog

Five Findings From Forrester’s Review Of Six Canadian Banks’ Mobile Sites

Alyson Clarke November 3, 2021
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 […]
Blog

Five Findings From Forrester’s Review Of Six US Banks’ Mobile Sites

Alyson Clarke November 2, 2021
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 […]
Blog

Square’s Purchase Of Afterpay Will Fuel Buy-Now-Pay-Later Growth

Alyson Clarke August 2, 2021
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 […]
Video

The Trust Imperative

Stephanie Balaouras May 12, 2021

Video

The Future Is Here: Google Moves Forward With Its Banking Marketplace

Alyson Clarke August 5, 2020

Video

The Future Of Banking: Invisible, Connected, Insights-Driven, And Purposeful

Alyson Clarke July 30, 2020

Blog

The Future Of Banking Has Arrived

Jacob Morgan July 29, 2020
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.
Video

The Future Of Banking: Sneak Peek Into Our Upcoming Research

Alyson Clarke July 16, 2020

Blog

First Apple, Now Amazon: Goldman Sachs’ Move To Help Big Tech Into Banking

Alyson Clarke February 4, 2020
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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