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Report What You Need To Thrive In Autonomous Finance
Companies Looking To Win Customers And Make Money With Autonomous Finance Offerings Will Need Distinct Capabilities And Competencies — And They'll Need To Own Certain IP
April 12, 2021 | Peter WannemacherEarly in 2020, Forrester predicted a move away from financial products, with the onus to use them effectively on the customer. In their place, we see tools using algorithms and AI technologies to...
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Report Assess Your Digital Insurance Capabilities
Assessment: The Digital Insurance Strategy Playbook
April 9, 2021 | Jeffery WilliamsFor insurers, the competitive landscape continues to intensify as smartphone-enabled insurtechs and ecosystem orchestrators exploit the empowered consumer's demand for digital interactions. To keep...
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Report The 10 Core Competencies You Need To Be Future Fit
You need to be future fit to deliver great experiences for your customers and employees. To help you understand how to become future fit, we examined our North American 2020 Future Fit Technology...
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Report Enterprise Blockchain Business Scenarios In Action In China: Banking
March 23, 2021 | Charlie DaiBlockchain is catalyzing a long-term shift of trust in distributed business environments globally. China’s "new infrastructure" national initiative makes blockchain an integral part of the digital...
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Report Enterprise Blockchain Business Scenarios In Action In China: Insurance
March 19, 2021 | Charlie DaiBlockchain is catalyzing a long-term shift of trust in distributed business environments globally. China’s "new infrastructure" national initiative makes blockchain an integral part of the digital...
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Report Evolve Your Culture Work Practice
Advanced Level: Culture Practices For CX Transformation
March 5, 2021 | Angelina GennisThis report about culture work — one of the six competencies of customer experience (CX) — is for CX transformation leaders whose companies: 1) follow an effective and documented process for how to...
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Report Firms With Advanced Marketing Teams Grow Faster And Focus On People
Landscape: The Experience-Led Marketing Playbook
February 22, 2021 | Mary PileckiUsing data from the Forrester Analytics Business Technographics® Marketing Survey, 2020, which assessed the marketing innovation maturity of firms around the world, this report offers CMOs insights...
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Report Geopolitical Disruption Demands Local Trust
CMOs At Global Brands Must Pivot To Truly Multilocal Operations
February 11, 2021 | Thomas HussonEven 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...
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Report Case Study: How Standard Chartered Modernized Mobile Banking In South Korea
February 4, 2021 | Frederic GironDigital-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,...
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Webinar Wealth Management Predictions 2021
Firms Embrace Digital To Thrive
We will remember 2020 for COVID-19: The pandemic permanently changed the ways customers seek advice and how financial advisors dispense it. As the lockdown began, consumers did not have access to a...
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Webinar Insurance Predictions 2021
Insurers Find Opportunity Amid Chaos
We are a world in recovery heading into 2021. Insurers will need to contend with an unpredictable virus and its economic consequences, dramatic climate events, and the aftermath of a polarizing US...
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Report Case Study: SBI Card Transformed Digital Customer Service With Targeted Automation
Leading Indian credit card and financial services provider SBI Card transformed its end customer experience (CX) with targeted AI and automation initiatives. SBI Card put together a mix of...
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Report Forrester Infographic: Banks Should Engage High-Energy Consumers With Hybrid Experiences
December 2, 2020 | Xiaofeng WangConsumer 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,...
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Forum Technology & Innovation Global
Adapt To Win
In today’s business environment, change is constant. Technology, customer expectations, workforce issues, and economic factors are continually evolving. To thrive in this environment,...
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Report Forrester Predictions 2021: Accelerating Out Of The Crisis
October 28, 2020 | Sharyn Leaver2020 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...
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Webinar The New, Unstable Normal Roundtable: How COVID-19 Will Change Business And Technology Forever
Europe-Friendly Start Time
The lasting impact of COVID-19 and the high likelihood of future pandemics will usher in five macro shifts that will fundamentally change business and technology: 1) Customer expectations will...
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Report The State Of Voice Assistants In Financial Services, 2020
Financial Services Firms Are Experimenting With Voice Experiences But Lag Behind Other Industries On Customer Adoption
The hype surrounding voice assistants remains high, but digital teams in financial services firms should remain wary of any push to roll out voice faster than their customers want or their systems...
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Forum Summit Asia Pacific
The must-attend event for B2B & B2C marketing and CX leaders
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...
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Report From People To Products: Services Firms Offer More Software Than You Think
Business Process Accelerators Help Digitize Business Operations
August 20, 2020 | Nigel FenwickTechnology services firms build many variations of digital solutions for clients. Some vendors retain the intellectual property (IP) associated with these solutions, making it available to a...
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Webinar The New, Unstable Normal Roundtable: How COVID-19 Will Change Business And Technology Forever
The lasting impact of COVID-19 and the high likelihood of future pandemics will usher in five macro shifts that will fundamentally change business and technology: 1) Customer expectations will...
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Report The Future Of Banking Is Built On Trust
Vision: The Digital Banking Strategy Playbook
The economics of the next decade will challenge banks. COVID-19 has shifted the focus but will not dominate the future narrative. Leading banks are pivoting and rebooting their strategy —...
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Forum CX Sydney
The Time Is Now: Lead With Experience
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...
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Report The Renaissance Of Branch Banking In Asia Pacific
Let CX And EX Drive Branch Transformation
April 27, 2020 | Tom MouhsianDigital 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...
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Report The Dawn Of Autonomous Finance
Algorithm-Driven Services Will Reshape Finance
People's lives are becoming ever more automated as millions of algorithms make decisions and take actions on consumers' behalf. This shift toward autonomous services is starting to happen in...
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Webinar The Business Case For Adopting An Enterprise Open Source Culture
March 16, 2020 | James Staten, Christopher CondoEnterprises without a clear strategy for free open source software (FOSS) are missing out on new ways to innovate with their customers. In this webinar, Forrester CIO analyst James Staten and...
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