Tom Mouhsian

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.

  We are happy to announce the publication of a series of data snapshots on APAC consumers’ attitudes and behaviors in the financial services industry. A data snapshot is a short data-focused report used to feature some of Forrester’s quantitative research — a specific data point, operational metric, or survey question. The data we shared […]

The strong connection between customers and money — and how the first leads to the second — would make CX pros and CFOs realize the value of collaboration.

The Pandemic Signaled A Shift To Hybrid Sales And Service Models 2020 was a year of reckoning as face-to-face interactions disappeared and demand for digital engagement skyrocketed. This compelled wealth management firms to accelerate their digital transformations and upgrade their sales, service, and advisory capabilities. Over the past 12 months, the model approach has permanently […]

There are now multiple COVID-19 vaccines paving the path to an eventual recovery of social and economic activity lost to the pandemic since 2020. However, it will not be an easy path due to tremendous challenges ranging from supply chain and distribution difficulties to ethical and policy-related concerns.

Why You Need A New Segmentation Approach To Understand Today’s Investors Wealth management firms commonly segment their clients by investable assets. But this is not enough to help firms decide on new products and services or optimize customer engagement models. Self-directedness is a crucial dimension that reliably predicts many investor attitudes and behaviors (see Figure […]

In a landmark announcement made on December 4, the Monetary Authority of Singapore (MAS) awarded banking licenses to four players, two of which will serve the retail banking market using a digital full bank license. Notably, both of the lucky winners — i.e., the consortium formed by Singapore Telecommunications (Singtel) and Grab Holdings Inc. (known […]

Since 2018, Forrester has been tracking how customers rate their experience with some of the biggest brands in banking and insurance. This year’s Singapore Customer Experience Index (CX Index™) study reveals several important findings, which can be summarized as follows: Customer experience quality in financial services in Singapore has improved. The overall quality of CX […]

The pandemic has introduced a tumultuous period that's shaping the future and forcing a shift in ways that business, technology, and consumer expectations develop from this point forward. We at Forrester have identified five key shifts that will take place over the next five or more years.

During a crisis, humanity prevails through unity, empathy, responsibility, and leadership. Read our five strategic recommendations for airline executives to focus on during the coronavirus pandemic.

Airlines have a major role to play in the global fight against the COVID-19 pandemic because they are part and fabric of this interconnected world, carrying people and cargo.

Forrester's leading analysts share what to expect at our 2020 Predictions event in Singapore on November 19.

We all instinctively believe that great customer experience can bring financial success, but proving this with numbers can be a real challenge. If you are a CX professional working in a telecom, this research is particularly relevant to you.

The Falsehood Of Digital As The North Star Ever since “digital” swept across the world and became a word that’s almost synonymous with innovation, companies large and small have been in a race to digitize . . . everything! Driven in part by the (correct) assumption that customers themselves are increasingly digital, and bolstered by […]

How airlines can connect the CX story to the money story.

As leaders in the FS sector increasingly embrace customer-centric strategies, they will have to credibly connect the customer story to the money story. Otherwise, the legitimacy of often-heard CX slogans and promises can be easily challenged.

Following in Hong Kong’s footsteps, Singapore’s regulator — the Monetary Authority of Singapore (MAS) — has confirmed that it is currently studying the possibility of issuing digital-only banking licenses to organizations with a nonbank parentage, which was first reported on May 7, 2019 by various news outlets. What makes this news interesting is that it […]