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• Webinar Forrester's 2020 Review Of European And UK Banks' Mobile Apps

  Insights, Best Practices, And Lessons Learned

  Tuesday, January 26, 2021, 5:00 a.m.-6:00 a.m. Eastern time (10:00-11:00 GMT) | Karine Cardona-Smits, Luis Deya

  For millions of people, mobile apps have become the hub of their banking relationship and the starting point for many financial decisions and activities. To gauge how effective and easy different...

• 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...

• 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...

• 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 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....

• Report Forrester Infographic: The State Of Digital Transformation In Insurance, 2020

  February 27, 2020 | Oliwia Berdak, Luis Deya

  Insurance firms have become more pragmatic in their digital transformation efforts. Customer experience continues to be the top driver, but cost reduction has risen in importance since 2017. The...

• Report Forrester Infographic: The State Of Digital Transformation In Financial Services, 2020

  February 18, 2020 | Oliwia Berdak, Luis Deya

  Financial services firms are still struggling to create and execute a coherent digital transformation strategy. Customer experience and revenue growth remain the top drivers for transformation, yet...

• Report The France Retail Customer Experience Index, 2019

  How French Retail Brands Earn Loyalty With The Quality Of Their Experience

  January 21, 2020 | Karine Cardona-Smits, Michelle Beeson, Luis Deya

  How well do leading retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 19 retail brands that were analyzed as part of the...

• Report The UK Retail Customer Experience Index, 2019

  How UK Retail Brands Earn Loyalty With The Quality Of Their Experience

  January 16, 2020 | Karine Cardona-Smits, Michelle Beeson, Luis Deya

  How well do leading retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 18 retail brands that were analyzed as part of the...

• Report Research Overview: Digital Supply Chain

  A Guide To Digitally Transforming Your Supply Chain

  January 13, 2020 | George Lawrie, Luis Deya

  This report is a brief overview of our supply chain series and contains links to the Forrester reports in it. It guides digital business professionals on how to overcome the modern challenges and...

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  Webinar Retailers And Brands Must Value Sustainability

  June 27, 2019 | Michelle Beeson, Luis Deya

  Consumers increasingly include environmental and ethical values in their decisions to buy from brands and retailers. During this webinar, we share how consumer attitudes are changing and what...