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• Report The Forrester Digital Experience Review™: Global Mobile Banking Apps Summary, 2020

  Benchmarks: The Digital Banking Strategy Playbook

  December 28, 2020 | Peter Wannemacher, Gina Bhawalkar, Karine Cardona-Smits

  Mobile apps have become the touchpoint of choice for millions of banking customers to manage their finances. With expectations rising, digital banking teams know they need to continuously iterate...

• Blog The Age Of Reinvention In Lending

  December 13, 2020 | Zhi-Ying Barry

  The lending landscape is changing rapidly. While many of the drivers of change emerged over the past decade, COVID-19 has dramatically accelerated the pace of disruption. COVID-19 introduced...

• Report How To Reinvent Small Business Lending

  SMB Lending Transformation Requires A Reset Of Technology, Processes, And Culture

  December 10, 2020 | Zhi-Ying Barry

  COVID-19 is challenging how business lenders operate at every part of the lending value chain. To address these challenges, some lenders have begun to digitize parts of the origination and...

• Report COVID-19 Is Forcing Lenders To Transform

  Accelerate Small Business Lending Digital Transformation To Drive Growth And Demonstrate Leadership

  August 26, 2020 | Zhi-Ying Barry

  COVID-19 has exacerbated the liquidity challenge that small and medium-size businesses (SMBs) globally face. Many incumbent lenders have been forced to transform their systems and processes to help...

• Blog Mobile Banking Apps Take Center Stage As Australians Embrace Digital Banking

  July 15, 2020 | Zhi-Ying Barry

  It’s mid-July 2020, and the world is a very different place than it was six and a half months ago. Just think of the ways we now interact with each other, carry out our daily activities, and buy...

• 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...

• Report Center Your COVID-19 Business Recovery Planning Around Employee Understanding

  Build Empathy And Trust To Effectively Address Employee Concerns And Challenges

  June 17, 2020 | Michael Barnes, Zhi-Ying Barry, Riccardo Pasto

  With COVID-19 restrictions easing, organizations are accelerating plans to reopen facilities and reengage customers physically as well as virtually. While Australians are more confident of their...

• Blog Lenders: Speed Up Access To Small Business Loans

  April 27, 2020 | Zhi-Ying Barry

  Small businesses globally are experiencing a serious credit crunch from COVID-19 lockdowns. Many small- and medium-sized businesses sit on little, if any, cash reserves, and some have already lost...

• Report How Australian Employees Feel About COVID-19: A PandemicEX Survey

  Understand Your Employees To Help Guide Them Through Uncertainty

  April 22, 2020 | Michael Barnes, Riccardo Pasto, Zhi-Ying Barry

  In the face of the ongoing COVID-19 pandemic, business managers and leaders need to support their employees with a thoughtful, empathetic approach. Forrester's Q1 2020 Australian PandemicEX Survey...

• Blog Open Banking In Australia: Where Are We Now?

  April 15, 2020 | Zhi-Ying Barry

  Quite a lot has happened since 2020 started. As Australian banking leaders roll out initiatives to help consumers and small business owners cope with the fallout from the coronavirus, they also...

• Report The State Of Open Banking In Australia

  April 14, 2020 | Zhi-Ying Barry, Jacob Morgan

  The Australian government has mandated that the Big Four banks comply with open banking by July 2020 and that all other authorized deposit-taking institutions (ADIs) comply by July 2021. Many banks...

• Report To Digitally Transform, Government Agencies Must Start By Becoming Customer-Obsessed

  Embrace Outside-In Thinking To Overcome Execution Barriers And Fulfill Your Mission

  February 24, 2020 | Sam Higgins, Zhi-Ying Barry

  An independent review of the Australian Public Service (APS) revealed the need for servicewide transformation — both short-term change and long-term reform — to better serve Australians and improve...

• Blog Infosys APAC Confluence 2020 — Great Messages, But Now Comes The Hard Part: Execution

  February 4, 2020 | Zhi-Ying Barry

  It has been quite a start to 2020, and we’re barely out of January! China reported its first death from an unknown type of coronavirus; basketball legend Kobe Bryant, his daughter, and seven others...

• Blog What Is The ROI Of Digital Transformation In Insurance?

  January 22, 2020 | Zhi-Ying Barry

  I work with digital execs at global insurance firms that are in the throes of digital transformation. One of the top inquiries that I’ve received from our insurance clients is: What is the...

• Report Build A Business Case For Digital Insurance Transformation

  Business Case: The Digital Insurance Strategy Playbook

  January 21, 2020 | Zhi-Ying Barry

  Globally, insurers have invested billions of dollars in digital transformation. With greater economic and regulatory uncertainty going into 2020, digital insurance executives will need to not only...

• Report Best Practices In Global Mobile Banking Functionality, 2019

  Leading Banks Continue To Raise The Bar On Mobile Functionality

  December 23, 2019 | Arnav Gupta, Meng Liu, Zhi-Ying Barry

  Mobile apps have become the touchpoint of choice for millions of banking customers to manage their finances. With expectations rising, digital banking teams know they need to continuously iterate...

• 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 Predictions 2020: Wealth Management

  Wealth And Investment Firms Will Get Creative To Protect Their Revenues

  November 5, 2019 | Vijay Raghavan, Zhi-Ying Barry, Alyson Clarke

  Wealth and investment firms are buffeted by forces largely beyond their control. In 2020, as fears over the end of the equity bull market and climate-change-related risks reach a peak, executives...

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  Webinar The Pulse Of Financial Services Customers In Asia Pacific

  November 5, 2019 | Zhi-Ying Barry, Frederic Giron, Arnav Gupta

  The adoption of digital banking is about to accelerate and reach new levels of scale in Asia Pacific. Pioneers such as WeBank and Kakao have foreshadowed what is on the way, but this is just the...

• Report The Forrester Banking Wave™: Global Mobile Apps Summary, 2019

  Banks Must Aim For Great Experiences, Not Just Great Functionality

  September 24, 2019 | Benjamin Ensor, Zhi-Ying Barry, Aurelie L'Hostis

  Mobile apps have become the touchpoint of choice for millions of consumers to manage their finances. Digital banking teams need to build mobile banking experiences around customer needs, empowering...

• Blog Xerocon 2019: It’s Only Just The Beginning

  September 6, 2019 | Zhi-Ying Barry

  Xerocon — Xero’s annual partner event held this year in Brisbane — has become the dazzling destination event for accountants, bookkeepers, and ecosystem app partners. The energy and excitement from...

• Report Australian Consumers Are Warming Up To Digital Financial Services Firms

  August 19, 2019 | Zhi-Ying Barry

  Disruption in the Australian financial services sector is accelerating. More digital banks and superannuation firms have entered the market in the past year — all aiming to grab market share from...

• Report Australian Consumers' Digital Coming Of Age Is Here

  August 19, 2019 | Zhi-Ying Barry

  Something remarkable is happening with Australian online adults: Their behaviors and expectations are evolving at an unprecedented rate, and they're embracing innovation faster than ever before....

• Blog Asia Pacific Financial Consumers’ Digital Coming Of Age Is Here — Is Your Firm Ready?

  August 7, 2019 | Zhi-Ying Barry

  Something remarkable is happening with Asia Pacific online adults: Their behaviors and expectations are evolving at an unprecedented rate, and they’re embracing innovation faster than ever before....

• Blog Leading Australian Banks Continue To Raise The Bar — But Many Mobile Banking Experiences Continue To Miss The Mark

  June 26, 2019 | Zhi-Ying Barry

  (Coauthored with Riccardo Pasto, senior analyst and Seles Sebastin, senior research associate) It’s that time of the year again — a cold and wet June in Sydney as we try to survive another winter....