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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Blog
2025: The Digital Banking Landscape Is Poised For Another Transformative Year
Leading banks are leveraging mature and emerging technologies, customer insights, and data to enhance customer experience, increase customer engagement, and drive business growth.
Podcast
387: Forrester Predictions 2025: Financial Services
Every year, Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. In this episode, Forrester Research Directors David Hoffman, Oliwia Berdak, and CX Cast host Martin Gill team up to go over Forrester’s 2025 Financial Services predictions.
Navigate 2025 With Our Predictions Insights
Our predictions may not be a crystal ball, but they offer a clear view of what’s ahead. Visit our 2025 Predictions hub featuring guides, blogs, and webinars to give B2B, B2C, and technology leaders a competitive edge in 2025.
Blog
Striking Gold? HSBC’s Gold Token Unlocks New Horizons
In an era marked by rapid digital transformation, HSBC has boldly stepped into the future of finance with the introduction of its Gold Token in Hong Kong. In our latest case study, we dive deep into the key components of HSBC’s Gold Token journey, sharing the strategic insights that have helped the bank advance in […]
Blog
A Run On The Bank: Lack Of Headline Failures Hasn’t Changed Consumer Attitudes
When Silicon Valley, Signature and First Republic failed last year four out of five US online consumers knew about it. This year, bank failures have been less visible. Find out why and what to expect in the future.
Blog
Five Takeaways From ITC Vegas 2024
InsureTech Connect (ITC) was bustling with 9,000 attendees, including carriers, agents, brokers, and a whole host of solution and technology providers, both incumbents and startups alike.
Blog
How Embedded Finance Adds Fuel To Black Friday
This holiday shopping season, shoppers will increasingly turn to “buy now, pay later” (BNPL) in a sign of triumph for embedded finance.
Blog
What’s New In Indian Mobile Banking In 2024?
In an era when people have started doing everything on their phone, is your bank’s mobile app evolving at the pace of customer expectations? Our latest Digital Experience Review™ of Indian mobile banking apps reveals a landscape ripe with innovation yet marked by notable gaps in customer experience. In 2024, Forrester reviewed and evaluated six […]
Blog
“Nothing’s Gonna Touch You In These Golden Years”? Only Half Of Americans Know How To Save For Retirement
David Bowie’s classic song “Golden Years” tells us to “look at that sky, life’s begun.” But retirement’s “golden years” are looking less golden for Americans. Forrester data indicates that many Americans are willing to work past the age of retirement or even work a part-time job in retirement to supplement their income.
Blog
The Future Of Banking: By 2030, Banking Will Be Invisible, Connected, Insights-Driven, And Purposeful
In the rapidly evolving financial landscape, banks are facing challenges that require them to adapt and innovate. But amidst all these changes, the importance of trust remains constant. Trust is the foundation upon which successful banking relationships are built, and it will continue to be a crucial factor in shaping the future of the industry. […]
Blog
Reshaping Banking In The Age Of AI: Embracing Trust, Innovation, And Customer Obsession
Once again, the banking industry is on the cusp of transformative changes. AI and generative AI (genAI) technologies have the potential to enhance customer relationships, deliver personalized digital experiences, augment customer service, and combat fraud. But they also have the potential to shift the mindset of banking from a product-centric to a relationship-centric approach and […]
Blog
AI For Advisors, Digitizing Life Planning, And Investing For The Masses Highlight Finovate’s First-Ever Wealth Management Track
Wealth management firms must still balance the innovation AI offers with the oversight and governance expected from regulators. As AI continues make inroads in wealth management, it’s important for firms to use explainable AI tools that provide trust, transparency, and explainability to “black box” AI systems.
Blog
Unlocking The Future Of Mobile Banking: Insights From Forrester’s 2024 European Digital Experience Review™
Read this report to understand where European banks’ mobile banking apps excel, where they fall short, and how to strengthen your own apps.
Blog
What’s New In Australian Mobile Banking In 2024
To gauge the ease and effectiveness of mobile banking experiences, Forrester evaluated the smartphone apps of the “big four” Australian banks.
Blog
The Singapore CX Index Rankings, 2024
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 […]
Blog
Revolut Secures Its Banking License — Crowning A Decade Of Digital Banks
Digital banks are gaining traction among consumers globally. Learn what incumbent banks should do to compete.
Blog
What You Should Look For From ESG Data And Analytics Providers
The Forrester Wave™: ESG Data And Analytics Providers, Q3 2024, reveals the 12 providers that matter most and how they stack up.
Blog
AI And Open Banking Payments Dominate Money20/20 Europe 2024
While Money20/20 Europe had a number of themes this year — including “A Customer Universe of One” and “The Business Of Money” — AI and open banking payments really stole the show. But while the AI discussion remained mostly high-level, a confluence of factors have made open banking payments closer to mainstream adoption and therefore red-hot.
Blog
You Better Shape Up! Insights From Australia’s 2024 CX Index Study
Our latest research, working off of Australia 2024 Customer Experience Index (CX Index™) study data, reveals that most brands and agencies in our study saw the quality of their CX either flatlining or declining. In 2024, we surveyed banking, investment, government, and, for the first time, superannuation firms.
Blog
What We’re Most Excited To See At Money20/20 Europe 2024
This blog provides an overview of key themes that we’re most excited to discuss at Money20/20 Europe 2024.
Blog
A Match Made In Plastic? Capital One’s Quest To Acquire Discover
Capital One’s plan to acquire Discover will change the shape of the financial services landscape (though not the fundamental forces that drive growth and success — but more on that later). To help you understand the implications of the proposed merger, Forrester took a deep dive into our research and data (full report for clients […]
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