financial services

Financial services firms are under pressure as more investors choose a self-directed approach and shift their money toward emergent fintech disruptors. Discover how financial services firms can evolve to stay competitive, win business, and leverage CX to succeed.

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The Good, The Bad, And The Ugly: The Role Of Trust In Insurance Fraud

Ellen Carney 6 days ago
Fighting insurance fraud is only feasible with synergies among the people, process, and technology domains. Find out more in this preview of our upcoming Security & Risk event.
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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 […]
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US Banks Must Get Ready For Open Banking Now

Jacob Morgan September 14, 2023
Open banking is imminent in the US, and banks must prepare now to be ready for the CFPB’s Personal Financial Data Rights rule.
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Forrester’s 2023 Singapore CX Index Shows Scores Flat To Down

Tom Mouhsian September 12, 2023
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 […]
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Wealth Managers: Impact-Oriented Investors Need Your Help

Vijay Raghavan August 17, 2023
Impact-Oriented Investors Are Waiting For A Reason To Take The Plunge Data from Forrester’s Financial Services Benchmark Recontact Survey, 2022, found that 15% of US online adult investors own sustainable investment products — a group we call “sustainable investors.” They are younger, wealthier, and more educated than the average investor. But wealth managers should also […]
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The Rise Of DIY In FinOps

Tracy Woo July 18, 2023
One of the trends that emerged from FinOps X in San Diego is that DIY tooling is on the rise. Find out why Forrester typically tries to dissuade FinOps teams from taking this route.
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Introducing The European Financial Services Customer Trust Index

Aurelie L'Hostis June 27, 2023
We have launched the European Financial Services Customer Trust Index, 2022. Sadly, customers in France, Germany, Italy, and the UK generally rate their trust toward their banks as weak or — at best — moderate.
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Introducing The Financial Services CRM Landscape, Q2 2023

Kate Leggett June 14, 2023
Industry CRM is a clear choice in economic downturns for companies that are looking to get sustainable value from their tech investments. Our data at Forrester backs this up: Industry solutions grow at a compounded annual growth rate of 13.9%, a rate faster than horizontal customer experience tech. At Forrester, we see financial services firms […]
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A Run On The Bank! What Our Pulse Survey Tells Us About Bank Customers

David Hoffman May 8, 2023
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

Tom Mouhsian May 8, 2023
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

Tracy Woo May 1, 2023
Learn why financial services organizations are relying more on public cloud today for digital banking services.
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Three Best Practices From The Forrester Digital Experience Review™: US And Canada Mobile Investing Apps

Vijay Raghavan April 27, 2023
To assess the digital experience, we reviewed the functionality and user experience of 12 North American mobile investing apps that target self-directed investors, and we provide an Excel-based tool that allows digital business leaders to evaluate their customers’ digital journeys.
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Inclusive Insurance Is A Massive Business Opportunity — If You Do It Right

Indranil Bandyopadhyay March 31, 2023
Insurers must focus on the ‘S’ of ESG to grow the market — and their revenue. Here’s how insurers can overcome top challenges and achieve scale.
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Selecting An Open Banking Intermediary — Our Latest Forrester Wave™ Evaluation

Jacob Morgan March 27, 2023
Read on for a look at Forrester’s evaluation of the 13 most significant open banking intermediaries: The Forrester Wave™: Open Banking Intermediaries, Q1 2023.
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UBS Acquires Credit Suisse: A Trust Crisis That Continues To Unravel

Jost Hoppermann March 22, 2023
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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Digital Retail Payments Continue To Grow In Post-Pandemic Asia Pacific

Meng Liu March 14, 2023
In recent years, digital retail payments have transformed the way we shop and conduct financial transactions. With the COVID-19 pandemic accelerating the adoption of digital payments, it’s no surprise that the digital payments landscape is constantly evolving. Looking at the post-pandemic state of digital retail payments in five major APAC markets, including Australia, mainland China, […]
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India’s Budget For 2023: What It Means For Financial Services And Fintech Firms

Pushpa Marwal March 2, 2023
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

Tracy Woo February 28, 2023
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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Central Bank Digital Currency In India: The New Money Is Here

Pushpa Marwal February 9, 2023
India's government has announced the introduction of a long-awaited digital currency. Learn more about it and what the implications could be.
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Automation Opportunities Abound In Corporate Banking

Pushpa Marwal February 9, 2023
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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