Search Results

• Report How Australian Financial Services Firms Won Or Improved At CX In 2020

  Long-Term Efforts To Establish Solid CX Foundations Are Paying Off

  February 18, 2021 | Riccardo Pasto

  The 2020 Australian banking and superannuation Customer Experience Index (CX Index™) results shook up the rankings among financial services firms, as one bank and two superannuation firms saw...

• Report Geopolitical Disruption Demands Local Trust

  CMOs At Global Brands Must Pivot To Truly Multilocal Operations

  February 11, 2021 | Thomas Husson

  Even before COVID-19, significant economic, political, and tech trends were fragmenting the global order. The pandemic's economic and social crises and associated geopolitical shifts will drive...

• Report Case Study: How Standard Chartered Modernized Mobile Banking In South Korea

  February 4, 2021 | Frederic Giron

  Digital-only banks and fintechs have shaken up the banking industry — and the disruption shows no sign of slowing. Incumbents must innovate quickly and aggressively to battle back. In South Korea,...

• Report Best Practices In Indian Mobile Payment Apps

  January 21, 2021 | Arnav Gupta

  In 2019, Forrester conducted a Forrester Wave™ evaluation of Indian payment apps, assessing the functionality and user experience (UX) of the top Indian payment app providers. However, these apps...

• Report Forrester Infographic: Brand Communication And Action Drive Perception For Indian Banks

  December 30, 2020 | Amit Bhatia

  Apart from spawning a health crisis in 2020, the pandemic inevitably also created an economic one, pushing financial institutions into the spotlight. Like their global peers, banks in India strove...

• Report Forrester Infographic: Financial Well-Being Is The Key To Loyalty For Chinese Banks

  December 28, 2020 | Meng Liu, Arnav Gupta

  Customer loyalty and retention have traditionally been a challenge for incumbent banks. Recent Forrester Analytics Consumer Technographics data reveals the reasons behind customer churn and the...

• Report Forrester Infographic: Indian Banks Need To Foster Customers’ Financial Well-Being

  December 18, 2020 | Arnav Gupta

  Indian consumers are stressed about their finances — a situation exacerbated by the pandemic. They're anxious about their financial situation and need help managing their money effectively to...

• Report Singapore Banking Customers Prefer Hybrid Experiences

  Delight Customers With The Best Of Both Worlds: Digital And Physical

  December 18, 2020 | Tom Mouhsian

  Our annual CX Index and financial services studies offer fresh perspectives on what customers like, trust and prefer. In this report, we focus on customer experiences that take place in both...

• Report The Forrester Digital Experience Review™: Hong Kong Banking Sales Mobile Sites, Q4 2020

  Hong Kong Banks Need To Better Help Prospects Choose And Apply For Banking Products

  December 9, 2020 | Meng Liu, Riccardo Pasto

  Current accounts are central to a customer's relationship with their primary bank, and increasing numbers of customers are using their mobile phone to find, research, and apply for new current...

• Report Forrester Infographic: Banks Should Engage High-Energy Consumers With Hybrid Experiences

  December 2, 2020 | Xiaofeng Wang

  Consumer energy is the underlying emotional force that drives consumer desire, readiness, and ability to increase engagement with brands. High-energy consumers are strategic for banks in Singapore,...

• Report Forrester Predictions 2021: Accelerating Out Of The Crisis

  October 28, 2020 | Sharyn Leaver

  2020 shattered the status quo. In 2021, advanced organizations will adapt and use the upheaval to forge a competitive edge. Discover your organization's path to success. Read Forrester's 2021...

• Forum Summit Asia Pacific

  The must-attend event for B2B & B2C marketing and CX leaders

  September 1, 2020 | Live Virtual Experience | Frederic Giron

  The combined power of Forrester and SiriusDecisions has unleashed a new energy into the products and services available to both the B2B and B2C community. By harnessing this energy, we are bringing...

• Report The Forrester Digital Experience Review™: Australian Mobile Banking Apps, Q3 2020

  CommBank Is Australia's Overall Digital Experience Leader

  July 14, 2020 | Zhi-Ying Barry, Riccardo Pasto

  Mobile apps are the touchpoint of choice for Australians to manage their finances. To see how helpful mobile apps are to customers, we evaluated the mobile apps of the Big Four Australian banks and...

• Forum CX Sydney

  The Time Is Now: Lead With Experience

  April 30, 2020 | Virtual Event | Michael Barnes

  CX and marketing exist to win, serve, and retain customers. But silos and miscommunication keep this power duo from reaching their full potential. For this reason, we’ve made collaboration...

• Report The Renaissance Of Branch Banking In Asia Pacific

  Let CX And EX Drive Branch Transformation

  April 27, 2020 | Tom Mouhsian

  Digital self-service and transaction automation have led banks to close branches. But many customers still depend on branch staff for financial consultations and support, shifting the key drivers...

• Report The Australia Superannuation Customer Experience Index, 2019

  How Australian Superannuation Firms Earn (But Mostly Lose) Loyalty With The Quality Of Their Experience

  April 1, 2020 | Riccardo Pasto

  How well do leading superannuation (retirement benefit fund) firms earn loyalty with the quality of their customer experience (CX)? This report reveals the complete rankings of seven superannuation...

• Report Forrester Infographic: Deliver Better Banking Experiences To Retain Indian Customers

  January 31, 2020 | Arnav Gupta

  In May 2019, Forrester surveyed 2,988 metropolitan Indian online adults to understand their expectations when interacting with Indian financial services firms. This report helps digital banking...

• Report Case Study: China Pacific Insurance Transforms Claims Management With Computer Vision

  CPIC Partnered With Baidu To Transform A Core Business Process With AI

  January 15, 2020 | Guannan Lu

  Business and technology leaders understand that powerful AI technologies like computer vision can dramatically improve both customer experiences (CX) and operational performance. China Pacific...

• Report The Digital Upheaval Of Life Insurance In Singapore And Hong Kong

  How To Win Over Empowered Consumers

  January 14, 2020 | Tom Mouhsian, Meng Liu

  Even in Singapore and Hong Kong, two of the most sophisticated life insurance markets in Asia Pacific, digitally empowered customers with heightened digital expectations are likely to switch...

• Report Six Common Mistakes In Indian Payment Apps And How To Fix Them

  Best Practices In Mobile Payment App Functionality From Providers In India

  January 3, 2020 | Arnav Gupta

  The recent Forrester Industry Wave™ evaluation of payment apps in India assessed the functionality and user experience (UX) of eight Indian payment app providers. Our evaluation uncovered a number...

• Report The Forrester Payments Wave™: Indian Mobile Apps, Q4 2019

  PhonePe Offers The Best Digital Experience In Mobile Payments

  December 17, 2019 | Arnav Gupta, Amit Bhatia

  Mobile apps have become the touchpoint of choice for millions of Indians to manage their finances, leading to a wave of new payment apps in the country. Digital teams must build mobile payment...

• Report The Coming Upheaval In Singapore's Banking Landscape

  December 17, 2019 | Zhi-Ying Barry

  The arrival of digital-only banks will change the Singapore's banking landscape. Singaporean consumers, many of whom are Progressive Pioneers, are warming to the idea of banking with these new...

• Report The Australia Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  November 19, 2019 | Riccardo Pasto

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 31 brands across three industries and the federal...

• Report Indian Banks: Deliver Better Experiences Or Risk Losing Customers

  September 19, 2019 | Arnav Gupta

  Forrester recently surveyed 2,988 metropolitan Indian online adults to understand what they expect when interacting with Indian financial services firms. This infographic helps digital leaders at...

• Report The India Customer Experience Index, 2019

  How Brands Build Loyalty With The Quality Of Their Experience

  September 19, 2019 | Amit Bhatia

  How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 39 brands across six industries in the India Customer...