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• 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 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 COVID-19 Is Forcing Lenders To Transform

  Accelerate Small Business Lending Digital Transformation To Drive Growth And Demonstrate Leadership

  August 26, 2020 | Zhi-Ying Barry

  COVID-19 has exacerbated the liquidity challenge that small and medium-size businesses (SMBs) globally face. Many incumbent lenders have been forced to transform their systems and processes to help...

• Report The Forrester Digital Experience Review™: Australian Mobile Banking Apps, Q3 2020

  CommBank Is Australia's Overall Digital Experience Leader

  July 14, 2020 | Zhi-Ying Barry, Riccardo Pasto

  Mobile apps are the touchpoint of choice for Australians to manage their finances. To see how helpful mobile apps are to customers, we evaluated the mobile apps of the Big Four Australian banks and...

• Report The State Of Open Banking In Australia

  April 14, 2020 | Zhi-Ying Barry, Jacob Morgan

  The Australian government has mandated that the Big Four banks comply with open banking by July 2020 and that all other authorized deposit-taking institutions (ADIs) comply by July 2021. Many banks...

• Report Build A Business Case For Digital Insurance Transformation

  Business Case: The Digital Insurance Strategy Playbook

  January 21, 2020 | Zhi-Ying Barry

  Globally, insurers have invested billions of dollars in digital transformation. With greater economic and regulatory uncertainty going into 2020, digital insurance executives will need to not only...

• Report Best Practices In Global Mobile Banking Functionality, 2019

  Leading Banks Continue To Raise The Bar On Mobile Functionality

  December 23, 2019 | Arnav Gupta, Meng Liu, Zhi-Ying Barry

  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 Coming Upheaval In Singapore's Banking Landscape

  December 17, 2019 | Zhi-Ying Barry

  The arrival of digital-only banks will change the Singapore's banking landscape. Singaporean consumers, many of whom are Progressive Pioneers, are warming to the idea of banking with these new...

• Report Predictions 2020: Wealth Management

  Wealth And Investment Firms Will Get Creative To Protect Their Revenues

  November 5, 2019 | Vijay Raghavan, Zhi-Ying Barry, Alyson Clarke

  Wealth and investment firms are buffeted by forces largely beyond their control. In 2020, as fears over the end of the equity bull market and climate-change-related risks reach a peak, executives...

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  Webinar The Pulse Of Financial Services Customers In Asia Pacific

  November 5, 2019 | Zhi-Ying Barry, Frederic Giron, Arnav Gupta

  The adoption of digital banking is about to accelerate and reach new levels of scale in Asia Pacific. Pioneers such as WeBank and Kakao have foreshadowed what is on the way, but this is just the...

• Report Australian Consumers Are Warming Up To Digital Financial Services Firms

  August 19, 2019 | Zhi-Ying Barry

  Disruption in the Australian financial services sector is accelerating. More digital banks and superannuation firms have entered the market in the past year — all aiming to grab market share from...

• Report Australian Financial Services Firms Need To Step Up And Fix Home Lending

  Let The Royal Commission Be The Catalyst To Advocate For Your Customers And Rebuild Trust

  April 8, 2019 | Zhi-Ying Barry

  The Australian government's Royal Commission revealed major flaws in the country's home lending market. So far, the industry's response has been inadequate; financial services firms have yet to...

• Report Banks: You're Building Too Many Apps

  Separate, Standalone Apps Should Be Rare And Built For Unique Customer Segments Or Needs

  February 27, 2019 | Zhi-Ying Barry, Peter Wannemacher

  Many banks have developed multiple customer-facing mobile apps to address specific use cases, offer a particular function, or roll out new services, but some banks are still building too many apps,...