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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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  • Webinar The State Of Video In Financial Services

    November 7, 2018 | Nick Barber, Peter Wannemacher

    Financial services customers want video tools and content that help them learn and make decisions. Yet, most financial providers offer little to no video content or tools on their apps or sites. To...

  • Report Predictions 2016: Financial Services Execs Wake Up To Digital Transformation

    The Eight Digital Shifts To Expect In Retail Financial Services In 2016
    November 10, 2015 | Peter Wannemacher

    As digital engagement increases among financial services customers, eBusiness and channel strategy professionals at banks, wealth managers, insurers, and card issuers are pushing toward true...

  • Report The Mobile Banking Metrics That Matter

    October 2, 2015 | Peter Wannemacher

    To achieve key business goals — such as boosting mobile banking use and increasing sales — eBusiness executives at banks need to put the right metrics in place for mobile banking. These metrics...

  • Report CX Industry Spotlight: Retail Banking

    A Forrester North American CX Index™ Deliverable: Analyzing The Financial Impact Of CX For The Retail Banking Industry
    August 14, 2015 | Gina Fleming, Peter Wannemacher

    Forrester's Customer Experience Index (CX Index™) framework allows companies to analyze the quality of their customer experience and identify the financial impact of CX. We built revenue models for...

  • Report eBusiness Teams' Two Paths To Cross-Channel Measurement Success

    In The Long Term, Cross-Channel Measurement Is An Enterprisewide Concern, But In The Near Term, eBusiness Must Act Now
    April 11, 2013 | Peter Wannemacher

    eBusiness and channel strategy professionals have a lot on their plates these days: Consumers are moving across channels for sales and service, spanning digital touchpoints like Twitter and public...

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