Banking
Banks face many challenges: declining customer loyalty, an emergent fintech class, and commerce platforms that continue to inch toward providing financial services. Read our insights on how the banking industry is changing and how banks can transform and thrive amid unprecedented disruption.
Insights
Blog
A Run On The Bank! What Our Pulse Survey Tells Us About Bank Customers
It’s what I call “the Mary Poppins moment.” In the movie, young Michael Banks, while visiting his father’s bank, screams “Give me back my money!” within earshot of other customers. Fear that the bank won’t give a customer his money spreads, and a run on the bank ensues. Now, we don’t live on Cherry Tree […]
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Introducing The APAC Financial Services Customer Trust Index, 2022
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 […]
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The New Major Cloud Adopters: Financial Services
Learn why financial services organizations are relying more on public cloud today for digital banking services.
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The Banking Crisis Will Send New Ripples Through Tech Budgets
The banking crisis will send ripples through the tech industry and budgets, which have already been weakened by layoffs in the first quarter of 2023.
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Finalists Announced For The Customer-Obsessed Enterprise Award — EMEA
The hard work of customer obsession deserves recognition. Discover the finalists for the inaugural Customer-Obsessed Enterprise Award — EMEA.
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UBS Acquires Credit Suisse: A Trust Crisis That Continues To Unravel
Poor risk management practices, a questionable corporate culture, and a long series of scandals created an explosive mix that led to Credit Suisse’s collapse and consequent acquisition by rival UBS. While each theme deserves its own analysis, the sum of these events provides a crisp example of how the bank undermined the very definition of trust that ultimately caused its collapse. Here, we discuss the implications of the “rescue” of Credit Suisse by UBS.
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The SVB Crisis Highlights The Importance Of Resilience And The Imperative Of Trust
While the long-term implications of the Silicon Valley Bank collapse are still unfolding, technology and digital business leaders can learn some valuable lessons about resilience, innovation, and trust.
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India’s Budget For 2023: What It Means For Financial Services And Fintech Firms
I looked at the 2023 budget that India’s Finance Minister presented on February 1, 2023. On that day, India’s Prime Minister tweeted, “This year’s budget infuses new energy to India’s development trajectory.” I find that he was not far off the mark. The budget for 2023 does aspire to create an empowered, inclusive, technology-driven, and […]
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A Short History Of Financial Services In The Cloud
I’ve been working with a long list of financial services companies from various subsectors on their cloud strategies. Each wants to know how to best take advantage of cloud while meeting stringent (and shifting) regulatory requirements. It’s been a long road for financial services and cloud. Here’s a little bit of history. Financial services have […]
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The Future Of Banking Requires Tech-Driven Innovation
Over three-quarters of banks are increasing their spending on emerging technologies, creating the potential for hype and fear of missing out. Forrester identified nine emerging technologies that should be on the list of every bank, either now or later. We then organized them according to when firms can expect return on investment and provided details about the technologies and their use cases.
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The Rise Of Female Investors In Malaysia
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 […]
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Central Bank Digital Currency In India: The New Money Is Here
India's government has announced the introduction of a long-awaited digital currency. Learn more about it and what the implications could be.
CX Can Thrive In The Downturn
CX leaders can boost their organization's economic resilience. Find out how in this complimentary report.
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Automation Opportunities Abound In Corporate Banking
It’s no secret that in today’s business climate, corporate banks are feeling the squeeze. They struggle with an installed base of pre-modern applications and archaic processes. Now is the time when corporate banks change the way they serve clients. They must start employing a mix of digital and human-enabled services that will enrich the client […]
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How To Build A Solid Business Case For Your Financial Well-Being Program
Banks must build a robust business case and demonstrate ROI to support their financial well-being programs.
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Distributed Ledger Technology In Banking — Neither Major Upheaval Nor Dead Silence
Blockchain has added value for banks when filling white spaces or replacing inadequate solutions. Fully operational systems are few and far between.
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When It Comes To Customer Obsession, Financial Services Companies Are Thoroughly Mediocre
Traditional financial services firms should focus on improvements before they fall woefully behind fintechs and other competitors that are aiming for their customers.
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Understand The State Of Central Bank Digital Currencies In Asia Pacific
The Asia Pacific region is at the forefront of central bank digital currency (CBDC) development. Most APAC countries are proactively exploring and experimenting with CBDCs. China, South Korea, India, and Thailand are proactively piloting retail CBDCs. Singapore and Malaysia are currently focusing on wholesale CBDCs and participating in some multicountry CBDC pilots. Australia and Japan […]
Don't Be On The Losing Side Of CX Trends
Attend our live predictions webinar for CX leaders to explore the forecasts defining 2023 success.
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Open Banking Adoption Is On The Cusp Of Robust Growth In Europe
Over the next five years, Forrester predicts a doubling in adoption of open banking across European countries and use cases. Explore more insights from our inaugural European open banking forecast.
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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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