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  • Report Evolve Your Culture Work Practice

    Advanced Level: Culture Practices For CX Transformation
    March 5, 2021 | Angelina Gennis

    This 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...

  • 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 Invent The Future With Asset Tokenization

    Tokenization Offers Tactical And Strategic Benefits, And Banks Must Prepare
    February 18, 2021 | Martha Bennett, Jost Hoppermann

    Representing assets as tokens on blockchain networks both supports process efficiencies and offers potential for new business models. Digital business strategists and emerging technology leaders...

  • Report Use Cases To Monetize Open Finance

    Use Forrester's Guide To Build An Open Finance Monetization Strategy
    February 16, 2021 | Jacob Morgan

    Financial services execs have more go-to-market options available than ever before for their firm's products and services — thanks to open banking and platform business models. But what works, and...

  • Report How To Build A Martech Reference Architecture For Banking

    February 16, 2021 | Rusty Warner

    Marketing technology (martech) ecosystems in the banking industry are more complex than those within other vertical sectors due to requisite enterprise integration, mandatory regulatory compliance,...

  • Report Geopolitical Disruption Demands Local Trust

    CMOs At Global Brands Must Pivot To Truly Multilocal Operations
    February 11, 2021 | Thomas Husson

    Even 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...

  • Report Forrester Infographic: Understanding Today's Hong Kong Investors

    February 11, 2021 | Tom Mouhsian, Vijay Raghavan

    Wealth management firms commonly segment their clients by investable assets. But this is not enough to help firms decide on new products and services or optimize customer engagement models....

  • 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 Prioritize Search, Alerts, And Card Management To Improve Your Mobile Banking Apps

    Focusing On Certain Mobile Features Can Give US And Canadian Banks The Most Bank For The Buck (Get It?)
    February 8, 2021 | Peter Wannemacher

    Your mobile banking app could be better. The reality for most providers is that mediocre or poor mobile experiences frustrate your customers, inhibit brand differentiation, and act as a drag on...

  • 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 Top Emerging Technologies In Banking In 2021

    What's Hot And What's Worth Watching In 2021
    January 28, 2021 | Jost Hoppermann, Martha Bennett

    Forrester interviewed more than 25 banking business and technology decision-makers as well as vendor representatives in the banking technology space to learn their tech investment priorities for...

  • Report Assess Your Digital Banking Capabilities

    Assessment: The Digital Banking Strategy Playbook
    January 28, 2021 | Aurelie L'Hostis

    To achieve digital mastery, banks need to invest in digital capabilities that reflect the entire customer lifecycle and support customers across touchpoints. This report — which is the assessment...

  • Report The ROI Of CX Transformation

    The Business Case Report In The CX Transformation Playbook

    Customer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX leaders need to invest in areas like...

  • Report Build A Dynamic Digital Banking Roadmap

    Roadmap: The Digital Banking Strategy Playbook
    January 22, 2021 | Peter Wannemacher

    Digital business leaders at banks must have both a vision of the future and a strategic plan for getting there. But moving from vision to action is never easy. Banks need a roadmap that lays out...

  • Report How To Monetize Open Finance And Platform Business Models

    Business Case: The Digital Banking Strategy Playbook
    January 14, 2021 | Jacob Morgan

    Financial services executives have more go-to-market options available than ever before for their firm's products and services — thanks to open banking and platform business models. But how do you...

  • Report Forrester Infographic: Understanding Today's Singaporean Investors

    December 29, 2020 | Tom Mouhsian, Vijay Raghavan

    Wealth management firms commonly segment their clients by investable assets. But this is not enough to help firms decide on new products and services or optimize customer engagement models....

  • Report Learn From — Don't Fear — The Tech Titans To Prepare For The Future Of Banking

    December 17, 2020 | Alyson Clarke

    The tech titans — Amazon, Apple, Facebook, and Google — have been dabbling in financial services for years, and they continue to push into many aspects of banking and payments. This report looks at...

  • Report Research Overview: Personalization

    A Guide To Our Personalization-Related Research
    December 11, 2020 | Rusty Warner, David Novitzky

    B2C marketers strive to deliver relevant, personalized customer experiences. But heightened customer expectations, conflicting business goals, overlapping technologies, and execution challenges...

  • 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 Forrester Infographic: Chinese Lenders Must Learn From Digital Lenders To Stay Relevant

    December 9, 2020 | Meng Liu, Arnav Gupta

    Recent Forrester Analytics Consumer Technographics® data reveals that digital lenders have gained significant mindshare among Chinese borrowers and often delighted customers with their service...

  • Report Building The Business Case For Omnichannel Commerce

    Business Case: The Omnichannel Commerce Playbook
    December 7, 2020 | Brendan Witcher

    Digital business professionals must build effective omnichannel business cases to minimize the risk of launching initiatives that: 1) lack critical internal support; 2) fail to meet customers'...

  • Report Forrester Predictions 2021: Accelerating Out Of The Crisis

    October 28, 2020 | Sharyn Leaver

    2020 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...

  • Report The State Of Open Banking In Japan

    Japanese Banks Need To Clarify Their Role In An Open Banking Future
    September 24, 2020 | Meng Liu

    Japan is adopting an organic approach to open banking. Although it's not mandatory, leading Japanese banks and financial technology (fintech) firms have started experimenting with APIs to build...

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