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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Beyond Basics: Unleashing The Potential Of Mobile Banking Apps In India
Mobile banking customers in India are finding that their apps are lagging behind and they might not wait around until the apps catch up. Learn a few of the emerging features that Indian consumers see as table stakes in mobile banking in this preview of a new report.
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Anti-Money Laundering In APAC: What’s Hot In 2024?
New hotspots have emerged for money launderers in the APAC region. Learn the latest anti-money laundering trends and how innovative technology including generative AI can help address the challenges.
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Joint Accounts Are So ’90s: Why FIs Need Better Shared Finance Products
Shared finance is still a largely overlooked need, despite being a common one. Read four key findings from our new report.
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50/50: Capital One, Discover, And Differentiation In Credit Cards
Welcome back to Forrester’s blog series, 50/50, where we showcase two sides of a B2C marketing issue. This time, we explore how consumers feel about Capital One’s bid to acquire Discover — and how differentiated credit card brands are in the eyes of customers. The main catalyst for this research is Capital One’s announced plan […]
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Introducing The Forrester Wave™: Workday Services, Q2 2024
In our 25-criterion evaluation of Workday services providers, we identified the most significant ones and researched, analyzed, and scored them. This blog introduces you to the report on how each provider measures up and helps enterprise technology leaders select the right one for their needs.
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To Spark Innovation, Make The D In DEI About Disability, Too
People with disabilities are innately resourceful and can serve as the cornerstone of innovation at financial institutions. Learn four ways many firms miss out on this opportunity for innovation and inclusivity.
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Slouching Towards Ubiquity: Five Notable Fintech Companies
While most of fintech is slouching towards ubiquity, these five notable fintechs stand out. Learn what makes them different than the rest in this blog post.
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The ESG Data And Analytics Market Is Changing Rapidly
Understand the value that you can expect from an ESG data and analytics provider, learn how providers differ, and investigate options.
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Financial Services, Healthcare, And Public Sector Clients Are Rapidly Adopting Workday Finance, Adaptive, And PRISM
Planning an HCM or Finance/ERP RFP this year? Get some key takeaways from Forrester's new Workday Services Landscape report.
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It’s Time To Tell Your Digital Money Story (Financial Institutions)
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 […]
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Here’s What We’re Predicting For Indian Financial Services In 2024
Wow, what a wild ride 2023 turned out to be for India, right? We got a spanking new Parliament, nailed space missions, successfully organized the G20 Summit, and even saved people stuck in a tunnel! Then elections buzz and a near miss at winning the ODI World Cup got us all worked up in Q4. […]
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European Banks Struggle To Earn High Levels Of Customer Trust
Consumers in France, Italy, Spain, and the UK generally rate their trust towards their bank as weak or — at best — moderate.
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The NPCI’s Hello! UPI Is Ready To Transform Digital Payments In India
Imagine sitting down at a charming Sikkim restaurant in Nepal, ready to enjoy a delightful meal with colleagues, only to realize that none of you have brought your wallets — no cash, no cards, nothing. Well, that happened to us on our recent trip to Nepal. We had only our smartphones, the ubiquitous companions of […]
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Swedish Banks Continue To Lag On CX And Should Embrace Opportunities For Improvement
[This blog was written by Jana Gül.] Swedish banking brands offer the worst customer experiences in Europe and score below the European average. Even though Swedish customers rated their banks’ performance as lamentably low, there are opportunities to improve on customer experience (CX) and drive loyalty. Forrester’s Customer Experience Index (CX Index™) measures how well […]
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Highlights dell’Italy Banking CX Index 2023 – In che modo i marchi bancari italiani possono fidelizzarsi attraverso una migliore customer experience?
This blog was co-written by Luca LoScavo Il CX Index di Forrester misura la qualità della customer experience che un marchio offre ai propri clienti per creare e sostenere la fedeltà. Nel 2023, abbiamo effettuato un benchmark della qualità della CX di 9 marchi bancari italiani leader del settore. La qualità della CX nelle banche […]
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Highlights From The Italy Banking CX Index Rankings, 2023 — How Italian Banking Brands Can Earn Loyalty Through Better Customer Experiences
[This blog was cowritten by Luca Lo Scavo.] Forrester’s Customer Experience Index (CX Index™) measures the quality of the customer experience a brand delivers to its customers to create and sustain loyalty. In 2023, we benchmarked CX quality at nine leading Italian banking brands. CX quality in Italian banks grew just enough to match the […]
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¿Cómo Los Bancos Españolas Pueden Generar Más Lealtad Mejorando su CX? Aspectos destacados sobre el CX Index 2023 de los bancos españoles
This blog was co-written by: Victoria Manes Los lideres en Experiencia del cliente (CX) aumentan sus ingresos más rápidamente que los “rezagados”, disminuyendo costos, reduciendo riesgos y pueden incrementar el costo de sus productos. Es por esto que Forrester publica anualmente un CX benchmark usando la metodología Customer Experience Index (CX Index™). El CX Index™ […]
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Highlights From The Spain Banking CX Index Rankings, 2023 — How Spanish Banking Brands Can Earn Loyalty With The Quality Of Their Customer Experiences
[This blog was cowritten by Victoria Manes.] Customer experience (CX) leaders grow revenue faster than CX laggards, cut costs, reduce risk, and can charge more for their products. That’s why Forrester publishes an annual CX benchmark using its Customer Experience Index (CX Index™) methodology. Forrester’s CX Index measures how well a brand delivers customer experiences that create […]
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Quelle Banque Française Offre La Meilleure Expérience Client ? Résultats de la recherche Forrester Banking CX Index 2023
This blog was co-written by Julia Swerdlow Une bonne expérience client (CX) est essentielle pour accroître la satisfaction et la fidélité des clients. Les entreprises qui excellent avec leur expérience client se différencient de leurs concurrents et obtiennent de meilleurs revenus. Chaque année depuis 2016, Forrester sonde les clients de plusieurs banque européennes afin de […]
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Which French Bank Offers The Best Customer Experience? — Results Of The Forrester France Banking CX Index Rankings, 2023
[This blog was cowritten by Julia Swerdlow.] Good customer experience (CX) is essential to gain customer satisfaction and loyalty. Companies that excel in customer experience are set apart from their competitors and obtain higher revenue. Every year since 2016, Forrester has surveyed the clients of several European banks to measure their perception of the delivered […]
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