Search Results

• 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

  January 22, 2021 | Maxie Schmidt-Subramanian, Sam Karpinski

  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...