Oliwia Berdak

VP, Research Director

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Customer Experience In UK Banking Improved Significantly In 2022 — But Not Across The Board

Oliwia Berdak October 19, 2022
In 2022, we benchmarked CX quality at 10 leading UK banking brands. This year, the average CX quality in the UK banking industry improved significantly compared to 2021.
Blog

What’s New In EMEA Mobile Banking

Oliwia Berdak June 21, 2022
Mobile banking apps are a crucial component of the overall banking experience. To identify mobile banking best practices, we reviewed the mobile apps of 13 EMEA banking brands in March and April of 2022 for both functionality and user experience.
Blog

Five Findings From FinovateEurope 2022

Oliwia Berdak March 25, 2022
Read the key findings from FinovateEurope 2022, including thoughts on what's hot in fintech, sustainable finance, open finance, and digital transformation.
Blog

What’s New In European Mobile Banking

Oliwia Berdak November 5, 2021
Forrester reviewed the mobile apps of 13 European banking brands in June and July of 2021 for both functionality and user experience.
Blog

How European Auto And Home Insurers Can Differentiate On Customer Experience

Oliwia Berdak October 18, 2021
Forrester surveyed customers of the 32 of the largest and most important auto and home insurance brands in France, Germany, Italy, Spain, and the UK about the quality of their experiences as a part of our European Auto And Home Insurers Customer Experience Index, 2021.
Blog

Mutuals And Challengers With Great Digital Offerings Or Customer Service Provide The Best Banking CX In Pandemic Europe

Oliwia Berdak October 15, 2021
Forrester surveyed customers of the 38 of the largest and most important banking brands in France, Germany, Italy, Spain, and the UK about the quality of their experiences as a part of our European Banking Customer Experience Index, 2021. As in 2020, mutuals and challengers (banks founded as alternatives to traditional banks) offer the best experiences across Europe.
Blog

APAC Countries Look To Strengthen Sustainable Finance Regulations

Diane Deng October 12, 2021
In APAC, vast political, economic, and social differences among countries pose an impact on sustainable finance regulations. Even for ESG factors that are easiest to measure and compare — carbon emission, for example — there are still no common goals in the region. Only China (pledged to become carbon-neutral in 2060), South Korea (2050), Japan (2050), New Zealand (2050), and Indonesia (2060) have set a net-zero target, leading to different approaches and progress in regulating sustainable finance activities.
Blog

The European Union’s Sustainable Finance Regulation Jigsaw Is Almost Complete

Oliwia Berdak October 11, 2021
The EU has committed to becoming the first climate-neutral bloc in the world by 2050. Learn which regulations will support this transition.
Blog

Financial Services Firms Can Earn Trust With A Real Commitment To Sustainability

Oliwia Berdak August 3, 2021
Financial services firms that embrace sustainable business models have an opportunity to win over values-based customers.
Blog

La Marche Vers La Finance Durable Sera Longue

Aurelie L'Hostis 19 May 2021
La finance durable exige des changements dans trois domaines clés : les produits, les politiques et les processus.
Blog

The Four Themes That Dominated FinovateEurope 2021

Oliwia Berdak April 1, 2021
FinovateEurope 2020, which took place in Berlin in mid-February 2020, was one of my last big trips that year. It was also the first time I bought and liberally used hand sanitizer. Still, as events go, it was pretty “normal.” So I approached the digital edition of FinovateEurope 2021 with some curiosity. Would the energy […]
Blog

Mutuals And Direct Banks Top The UK, France, Italy, And Spain Banking CX Indexes — Here’s Why

Oliwia Berdak March 31, 2021
In our 2020 European Banking Customer Experience Index (CX Index™), mutuals and direct banks outperformed traditional banks in terms of customer experience (CX) in the UK, France, Italy, and Spain. Why? Because mutuals and direct banks excel at the three E’s of customer experience: ease, effectiveness, and emotion. But they do it differently. When we […]
Blog

The Road To Sustainable Finance Will Be Long And Thorny

Oliwia Berdak March 29, 2021
Tariq Fancy — BlackRock’s former chief investment officer of sustainable investing — caused an uproar recently when he denounced sustainable investing as just “marketing hype” and “PR spin.” Well, the spin is clearly working, with Morningstar announcing record inflows into sustainable funds in Q4 2020. Financial services firms have a large role to play in […]
Blog

Milieu-initiatieven domineren duurzaamheidsinspanningen van financiële dienstverleners

Oliwia Berdak March 22, 2021
This blog post was translated, the original English post can be found here.  Duurzaamheid, met zijn focus op ESG-beginselen (Environmental, Social & Governance), begint de politieke en zakelijke agenda’s wereldwijd te beïnvloeden. Zelfs vóór COVID-19 trachtten initiatieven zoals het Akkoord van Parijs en de Europese Green Deal klimaatverandering terug te dringen. De pandemie heeft weliswaar […]
Blog

Environmental Initiatives Dominate Sustainability Efforts Of Financial Services Firms

Oliwia Berdak February 24, 2021
Sustainability — with its focus on environmental, social, and governance (ESG) principles — is beginning to dominate political and business agendas worldwide. Even before COVID-19, initiatives such as the Paris Agreement or the European Green Deal aimed to mitigate climate change. The pandemic has exposed additional vulnerabilities in our economies, health systems, and societies. But […]
Blog

European Customer Experience Index, 2020: How Banks And Insurers Can Connect CX With Business Impact

Oliwia Berdak November 18, 2020
Learn how leaders in the European banking and insurance industries can credibly connect the customer story to the money story.
Blog

Predictions 2021: Banks Will Need To Get To Know Their Customers (Again)

Oliwia Berdak October 21, 2020
The COVID-19 crisis has upended banks' understanding of their customers. In 2021, banking executives will need to pivot accordingly.
Blog

Europe Predictions 2021: Digital Acceleration In Financial Services

Oliwia Berdak October 15, 2020
2020 has been a challenging year for financial services. First, COVID-19 hit insurers with business interruption and travel insurance claims. Then, banks’ profits took a hit as banks set aside billions for loan loss provisions. Given this and the protracted period of low interest rates, investors have taken a dim view of the industry’s prospects, […]
Blog

Rethinking Sustainability In The Middle Of A Pandemic

Oliwia Berdak August 5, 2020
2020 has been a year of reckoning. Sustainability is now a business necessity, not just a differentiator. Finance and technology have important roles to play.
Video

FinovateEurope 2020: Has Fintech Lost Its Buzz?

Oliwia Berdak February 14, 2020

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