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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Make Vulnerability A CX Priority
Customers experiencing vulnerability or additional needs exist across every customer population, yet many organizations still only provide support after customers have encountered significant difficulties or harm. Leading organizations recognize that vulnerability is often dynamic, contextual, and difficult for customers to disclose and are shifting from reactive support to proactive protection. Leading firms improve customer outcomes while strengthening trust, reducing risk, and lowering the cost of remediation. A new report outlines how organizations can build integrated capabilities across people, processes, and technology to better identify, support, and protect vulnerable customers.
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AI Is Reshaping How Consumers Seek Financial Guidance
As consumers turn to AI for personal finance, trust becomes the key differentiator of financial guidance.
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Banks Are Building Private Models, But The Model Is Not The Moat
Discover why financial institutions are using transaction foundation models and proprietary data to build a lasting AI advantage.
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Why Total Experience Is The New Battleground For Indian Banks
For years, Indian banks competed on reach. Then they competed on products. Today, they compete on experience. Nearly every major bank now offers digital onboarding, mobile banking, and self-service capabilities. As these experiences improve across the industry, differentiation becomes harder to achieve. That is one of the clearest messages emerging from Forrester’s India Banking Total […]
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Emotion Leads CX Quality Rebound In The US
US customer experience showed signs of recovery in 2026, with emotional quality posting the strongest gains. The results highlight the power of improving interactions, reducing effort, and strengthening customer relationships.
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Conversational Banking Won’t Scale Without Strong Foundations
Discover the data, architecture, and governance foundations that banks need to scale conversational banking safely and effectively.
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My Takeaways From Money 20/20 For Your GTM Team
Over three packed days at Money20/20 in Amsterdam, the halls were buzzing about two things: trust and agentic commerce. Behind the buzzwords, trust is really three concrete demands from banks: whether they can rely on AI they didn’t build; whether customers’ money, identity, and data stay safe with the bank (including how the bank itself […]
Bank of America’s AI Playbook—Here’s How to Scale It
Live Sept. 24: Explore Bank of America’s human-centered lessons for scaling AI—plus learn how to apply Forrester’s research and frameworks to improve ROI, readiness, and trust.
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The AI Orchestration Layer In Banking Is The New Battleground
AI orchestration is becoming banking’s control layer. Discover how agentic AI moves from interaction to execution — and the implications for strategy and architecture.
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Money20/20 Europe 2026: Intelligent Finance Takes Shape
Money20/20 Europe 2026 reveals how agentic AI, programmable money, and trust are reshaping finance into an intelligent, AI‑driven ecosystem.
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Financial Well-Being Is Under Pressure — A Strategic Priority For Banks
Financial well-being is under pressure — learn how banks can drive growth, trust, and resilience by embedding proactive, personalized digital experiences.
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AI Is Rewriting Financial Guidance — Are Financial Services Firms Keeping Up?
AI is redefining what consumers expect from financial guidance, but trust remains the limiter. As AI takes on more advanced roles, financial institutions must balance personalization and efficiency with transparency, governance, and human oversight.
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Europe Economic Outlook, 2026: Energy And Geopolitical Headwinds Weigh On Growth
In 2026, energy and geopolitical headwinds will weigh on European economic growth. Learn more to understand the outlook and implications.
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Anthropic Raises The Stakes For Digital Wealth Management Platform Vendors
Anthropic’s latest move — agent templates for various finance and client coverage functions — is part of a broader trend toward more intelligent, largely autonomous, and context-aware multiagent systems that are redefining the financial services industry’s digital operating models. By right, Anthropic is just following its growth playbook by creating industry-grade applications it can “sell” […]
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AI Isn’t Fixing Retail Banking’s Customer Growth Problem — It’s Exacerbating It
Retail banks are moving fast on AI in 2026: Budgets are growing, roadmaps are packed, and internal momentum is real. Customer loyalty, however, is not — and the disconnect is becoming harder to ignore. AI adoption is accelerating across retail banking, yet differentiation keeps slipping and relationships continue to thin. This isn’t because AI isn’t […]
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Trust, Modernize, Transcend: What I Took Away From Temenos Community Forum 2026
I spent last week in Copenhagen at the Temenos Community Forum (TCF) alongside more than 1,300 banking leaders, technologists, and practitioners. The theme — “Trust. Modernize. Transcend.” — is one banks have heard before. What made TCF different was how consistently Temenos tied that message to live products, execution discipline, and the realities banks face […]
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OpenAI’s Daybreak Promises To Improve AppSec But Introduces A New Pricing Model: Five Buyer-Side Implications For CISOs
OpenAI recently announced Daybreak, its vision for making agentic application security faster and more capable. While promising, Daybreak will also make security more expensive per unit of work. In this model, customers will pay for tokens and multiagent workflows burn tokens. CISOs and CIOs should budget for application security (AppSec) line-item inflation, not deflation, with […]
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How Google Pay Is Using UPI Circle To Reach Young Banking Customers In India
If you’re a retail banking leader in India, your future customer may already be learning how digital money works — and it may not be through your bank. This isn’t a future scenario; it’s happening now. While bank digital teams debate how much control is “too much,” customers have been clear about what they want: […]
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SLED Leaders: Use IT Spend Management To Manage Budget Pressures
What does Forrester’s IT spend management framework mean for state, local, and educational (SLED) tech leaders? I connected with Yessica Jones, a former State of Arkansas CIO who recently joined the Forrester team, on this topic, and it produced some interesting observations: SLED tech leaders are not expecting funding cuts. In fact, in a recent […]
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In The AI Era, Banks Need Dynamic Platforms — Results From The Forrester Wave™: Digital Banking Engagement Platforms, Q2 2026
To compete for customers and grow profitably, banks need the ability to adjust as much and as fast as required at any given moment. Leading digital banking engagement platforms (DBEPs) make that possible. My new report, The Forrester Wave™: Digital Banking Engagement Platforms, Q2 2026, reveals insights about the current AI and technology landscape in […]
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How AI Is Rearchitecting Lending
Lending Is Reaching An Inflection Point More than 80% of financial services (FS) AI decision‑makers plan to increase investments in both predictive AI and generative AI (genAI), with most firms expecting double‑digit growth. The immediate focus for the majority of FS leaders remains pragmatic: scaling origination, reducing friction caused by handoffs, and improving risk control. […]
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