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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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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 Wannemacher

    Early 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...

  • Report The Future Of Insurance

    Vision: The Digital Insurance Strategy Playbook
    March 18, 2021 | Jeffery Williams

    Before COVID-19, the rapid advancement of digital technology and insurtech disruption ushered in new ways to sell, buy, administer, and service insurance. In the midst of the pandemic, digital...

  • Report Research Overview: Tech Titans In Healthcare, Banking, And Retail

    A Guide To Forrester's Research On The Tech Titans
    February 23, 2021 | Alyson Clarke, Arielle Trzcinski

    The "tech titans" — Amazon, Apple, Facebook, and Google — are expanding into the healthcare, banking, and retail sectors. They will look to further reorient customer expectations as they take on...

  • Report Reinvent Your Bank To Remain Relevant

    Executive Overview: The Digital Banking Strategy Playbook
    February 9, 2021 | Oliwia Berdak

    Empowered customers are transforming their relationships with banks and changing the industry's competitive landscape in the process. To avoid irrelevance, banks must embrace the future of banking,...

  • Report The State Of Digital Insurance, 2021

    Landscape: The Digital Insurance Strategy Playbook
    February 9, 2021 | Oliwia Berdak, Jeffery Williams

    The 2020 coronavirus pandemic has turbocharged and changed the drivers of digital transformation in insurance. This report explores how digital technologies are changing the industry's customers,...

  • Report Embrace Rapid Change In Insurance Technology

    Executive Overview: The Digital Insurance Strategy Playbook
    February 3, 2021 | David Hoffman

    Digital technologies are transforming the entire value chain of insurance; creating new distribution opportunities; altering how insurers can assess, price, and manage risks; and creating new...

  • Report The State Of Digital Banking, 2021

    Landscape: The Digital Banking Strategy Playbook
    January 29, 2021 | Aurelie L'Hostis

    The 2020 coronavirus pandemic has driven disruption and turbocharged digital transformation in banking. Disruptors are gaining ground, innovating around both customers' and businesses' needs. While...

  • Report The Future Of Banking Is Built On Trust

    Vision: The Digital Banking Strategy Playbook
    July 29, 2020 | Jacob Morgan, Alyson Clarke

    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 —...

  • Report The State Of Digital Banking In Asia

    A Look At Submissions To The Digital Banker Awards For 2019 And 2020
    March 27, 2020 | Tom Mouhsian, Frederic Giron

    The banking landscape in Asia is rapidly evolving as new entrants and incumbents vie to win, serve, and retain ever more entitled and empowered customers. Forrester worked with The Digital Banker...

  • Report The Dawn Of Autonomous Finance

    Algorithm-Driven Services Will Reshape Finance
    March 18, 2020 | Oliwia Berdak, Peter Wannemacher

    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...

  • Report The Future Of Work In Wealth Management

    Routine Compliance And Office Management Tasks Give Way To Deeper Client Relationships And Digital Skills
    March 2, 2020 | Vijay Raghavan, J. P. Gownder, August du Pont

    Digital technology can perform routine tasks such as data entry more effectively than humans and has freed up human workers to complete other, more complex tasks. Investment managers who find the...

  • Report Now Tech: Insurance Agency Platforms, Q1 2020

    Forrester's Overview Of 28 Insurance Agency Platform Providers
    February 13, 2020 | Jeffery Williams

    You can use insurance agency platforms to deliver omnichannel customer experience (CX), improve your agency network's operating efficiency, and boost revenue and market share. But to realize these...

  • Report The Future Of Work In Banking

    Routine Compliance And Branch Management Tasks Give Way To Deeper Customer Relationships And Digital Skills
    January 14, 2020 | Alyson Clarke, J. P. Gownder, August du Pont

    Digital technology can perform routine tasks like data entry more effectively than humans, freeing up human workers to complete other, more complex tasks. Banks that find the right balance of human...

  • Report Case Study: HDFC Life Insures Its Future With Technology-Led Innovation

    The Insurance Company's Digital Transformation Paid Rich Dividends
    December 9, 2019 | Amit Bhatia

    Indian insurer HDFC Life transformed itself from a traditional insurance firm into a digitally powered leader in the insurance space. Over a five-year period, HDFC Life won more customers by...

  • Report The Future Of Work In Insurance

    Loss Estimation And Claims Handling Give Way To Deeper Customer Relationships And Digital Skills
    November 1, 2019 | Ellen Carney, J. P. Gownder, August du Pont

    Digital technology can perform routine tasks, such as data entry, more effectively than humans and has freed up human workers to complete other, more complex tasks. Insurers that find the right...

  • Report Financial Services Firms Should Personalize Across The Lifecycle And On All Touchpoints

    Personalization Is About Deepening Customer Engagement
    September 26, 2019 | Aurelie L'Hostis, Alyson Clarke

    Most financial services companies are taking a narrow approach to personalization. Digitally empowered customers are seeking and expecting better, more relevant experiences, but product-oriented...

  • Report The State Of Digital Banking, 2019

    September 6, 2019 | Aurelie L'Hostis

    The banking industry has entered a period of unprecedented innovation. While many banks have woken up to the threats, few have embarked on a true digital business transformation. This report...