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• Webinar The State Of SMB Banking, 2021

  Thursday, February 11, 2021, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | Aurelie L'Hostis

  Small and medium-size businesses (SMBs) remain underserved by traditional financial services providers. Many have been severely hit by the COVID-19 pandemic crisis and need to build resilience to...

• Report Research Overview: Financial Well-Being

  A Guide To Our Financial Well-Being-Related Research

  December 15, 2020 | Aurelie L'Hostis

  Sustainable finance has become an imperative. Promoting customers' financial well-being is a great opportunity for financial services firms to drive customer engagement, create new value, and...

• Blog A Guide For Finserv Leaders On Building Their Financial Well-Being Program

  November 20, 2020 | Aurelie L'Hostis

  The COVID-19 pandemic and the resulting lockdowns have severely impacted the finances of millions of customers globally. The pandemic has also changed how customers bank, get insurance, and manage...

• Blog COVID-19 Stokes The Chatbot Hype In Financial Services

  September 18, 2020 | Aurelie L'Hostis

  COVID-19 and its associated containment measures are accelerating digital transformation and automation in financial services. Customer service has been under enormous pressure, and financial...

• 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

  September 3, 2020 | Aurelie L'Hostis, Peter Wannemacher, Luis Deya

  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...

• Blog Invest In The Right Technologies To Develop Your Financial Well-Being Program

  August 6, 2020 | Aurelie L'Hostis

  Putting financial well-being at the core of their strategy is critical to financial services firms’ ability to win, serve, and retain customers. To develop their financial well-being program,...

• Report The State Of Chatbots In Financial Services

  Most Consumers Are Neither Interested Nor Comfortable Using Chatbots For Financial Activities

  August 5, 2020 | Aurelie L'Hostis, Peter Wannemacher, Luis Deya

  The hype surrounding chatbots remains high and COVID-19 has put pressure on customer service teams, but digital teams in financial services firms should remain wary of any push to roll out chatbots...

• Report The Forrester Tech Tide™: Financial Well-Being, Q3 2020

  Eighteen Technologies Underpin Financial Well-Being Programs

  July 27, 2020 | Aurelie L'Hostis

  Putting financial well-being at the core of their strategy is critical to financial services firms' ability to win, serve, and retain customers. To develop their financial well-being program,...

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  Webinar Firms Need New Capabilities And Partners To Develop Their Financial Well-Being Strategy

  June 4, 2020 | Aurelie L'Hostis

  To remain competitive and drive growth, financial services firms need to pursue a value-based business model, putting customers’ financial well-being at the core of their strategy. Financial...

• Blog Les conséquences de la crise du Covid-19 sur le bien-être financier des consommateurs français

  May 26, 2020 | Aurelie L'Hostis

  Déjà bien avant que l’épidémie de coronavirus ne frappe, les recherches menées par Forrester révélaient qu’un grand nombre de consommateurs français s’inquiétaient de l’état de leurs finances...

• Blog Gli Effetti Del COVID-19 Sul Benessere Finanziario In Italia

  May 21, 2020 | Aurelie L'Hostis

  This blog post was translated by Corrado Loreto. Una nostra recente ricerca ha dimostrato che, ancor prima della pandemia di Covid-19, i consumatori italiani stavano affrontando molteplici...

• Blog The Effect Of COVID-19 On UK Consumers’ Financial Well-Being

  May 19, 2020 | Aurelie L'Hostis

  Even before the COVID-19 outbreak, our research showed that UK consumers were facing multiple financial challenges and were worried about their financial situation. To understand how the pandemic...

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  Webinar Invest In Customers' Financial Well-Being To Create Value And Drive Growth

  May 7, 2020 | Aurelie L'Hostis

  Financial services providers are under high pressure to redefine their sense of purpose, as their interests no longer align with those of the customers they serve. Firms should pursue a value-based...

• Report Forrester Infographic: The State Of Financial Well-Being In Italy, 2020

  May 4, 2020 | Aurelie L'Hostis, Luis Deya

  Italian consumers face multiple financial challenges and are worried about their financial situation. This Forrester infographic provides an overview of the state of financial well-being in Italy....

• Report Forrester Infographic: The State Of Financial Well-Being In France, 2020

  April 30, 2020 | Aurelie L'Hostis, Luis Deya

  French consumers face multiple financial challenges and are worried about their financial situation. This Forrester infographic provides an overview of the state of financial well-being in France....

• Report Forrester Infographic: The State Of Financial Well-Being In Canada, 2020

  April 28, 2020 | Aurelie L'Hostis, Luis Deya

  Canadian consumers face multiple financial challenges and are worried about their financial situation. This Forrester infographic provides an overview of the state of financial well-being in...

• Report Forrester Infographic: The State Of Financial Well-Being In The US, 2020

  April 27, 2020 | Aurelie L'Hostis, Luis Deya

  US consumers face multiple financial challenges and are worried about their financial situation. This Forrester infographic provides an overview of the state of financial well-being in the US....

• Report Forrester Infographic: The State Of Financial Well-Being In The UK, 2020

  April 27, 2020 | Aurelie L'Hostis, Luis Deya

  UK consumers face multiple financial challenges and are worried about their financial situation. This Forrester infographic provides an overview of the state of financial well-being in the UK....

• Blog Many Digital Banks Will Struggle Amid The COVID-19-Induced Slowdown, But A Handful Will Innovate And Thrive

  April 21, 2020 | Aurelie L'Hostis

  On Thursday, April 16, payments firm Stripe announced that it had raised $600 million in fresh funding. The funding comes on top of a $250 million round in September 2019 and values the fintech at...

• Report The Financial Well-Being Opportunity

  Financial Well-Being: Financial Services Firms Must Invest In Customers' Financial Health To Create Value And Drive Growth

  April 8, 2020 | Aurelie L'Hostis

  Financial services firms need a new sense of purpose, as their interests no longer align with those of the customers they serve. To remain competitive and drive growth, financial services firms...

• Blog Sustainable Finance: Will Your Firm Talk The Talk Or Walk The Walk?

  March 5, 2020 | Aurelie L'Hostis

  There’s no better time than the start of a new decade to take a retrospective look at the past and reflect on what has changed and what hasn’t. Looking back, the evidence is clear. Not only has the...

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

  October 31, 2019 | Alyson Clarke, Aurelie L'Hostis

  Most financial services companies are taking a narrow approach to personalization. Digitally empowered customers are seeking and expecting better, more relevant experiences in their immediate...

• Blog WeBank Is Driving Financial Inclusion At Scale In China

  October 25, 2019 | Aurelie L'Hostis

  Around the world, the financial services industry has underserved or even excluded millions of consumers and SMBs (small- and medium-sized businesses) that have long been considered unprofitable....

• Report Case Study: How WeBank Became The World's Leading Digital Bank

  Tencent-Backed WeBank Is Driving Financial Inclusion At Scale In China

  October 24, 2019 | Meng Liu, Aurelie L'Hostis

  Financial inclusion is a billion-customer-plus opportunity that many traditional banks neglect or fail to grasp. WeBank leveraged Tencent's digital ecosystem and emerging technology capabilities to...

• Report Financial Services Firms Need To Rethink Personalization

  Personalization Is About Customer Engagement And Loyalty, Not Just The Next Product Sale

  September 26, 2019 | Alyson Clarke, Aurelie L'Hostis

  Many financial services firms say that they are already delivering on personalization and view improving their personalization capabilities and technology further as a top priority. But financial...