Tom Mouhsian

Singapore’s Financial Service Industry Customers Rate Their Experiences As Just “OK” In 2024 Forrester has been evaluating the quality of customer experience (CX) at leading financial service providers in Singapore since 2018. This year, we’ve expanded the coverage of our Customer Experience Index (CX Index™) beyond retail banking and auto and home insurance to include […]

Value creation should be at the center of each criterion for selecting digital service providers.

Most financial services firms are far from realizing significant commercial value from their AI investments. Singapore-based DBS Bank stands as a role model in this area. Learn how the bank uses AI to generate hundreds of millions of dollars of value for its employees, customers, business units, and, ultimately, shareholders.

Organizations that are advanced in their digital measurement practices track their performance through digitally sourced revenues, digitally impacted costs, digitally enhanced operations, and digitally satisfied customers. To help our clients do just that, we’ve created a digital measurement framework and customized it to specific industry sectors. Digital leaders from financial institutions including banking, insurance, and […]

How customers perceive a brand influences how much they are willing to spend with the brand, whether they will recommend it to others, and how likely they are to forgive the brand’s missteps. Our annual Customer Experience Index (CX Index™) benchmarking study, which has been conducted in Malaysia since 2021, answers the question, “Which banks […]

Since 2018, Forrester has been tracking how Singaporean customers rate their experience with some of the biggest brands in banking and auto and home insurance. This year’s Singapore Customer Experience Index (CX Index™) study reveals several important findings: CX quality among Singapore’s banks slightly dipped. The overall quality of banking experiences has slightly dropped since […]

Earning and defending customers’ trust, considering the current volatility in financial markets, the infamous downfall of Credit Suisse, the collapse of First Republic Bank, and the ongoing banking scandal in China, requires a special commitment, not lip service. Customers want to feel confident that their investment managers, banks, and insurers are reliable and trustworthy. They also expect genuine […]

Demand For Investment Services Among Malaysian Women Is Up Female investors in Malaysia are on the rise. According to the nation’s stock exchange, there was a 36% increase in new trading accounts opened by female investors in 2021. They are also becoming more active, judging by the 194% increase in trading volumes between 2018 and […]

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.