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Charts & Figures
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Build A Tech Stack That Drives Revenue And Reduces Expenses
January 21, 2020
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The Key Insurance Financial Metrics That Matter
January 21, 2020
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Digital Has An Impact On Insurers' Revenue And Expenses
January 21, 2020
Search Results
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Report The Forrester Digital Experience Review™: Australian Mobile Banking Apps, Q3 2020
CommBank Is Australia's Overall Digital Experience Leader
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...
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Report To Digitally Transform, Government Agencies Must Start By Becoming Customer-Obsessed
Embrace Outside-In Thinking To Overcome Execution Barriers And Fulfill Your Mission
An independent review of the Australian Public Service (APS) revealed the need for servicewide transformation — both short-term change and long-term reform — to better serve Australians and improve...
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Report Build A Business Case For Digital Insurance Transformation
Business Case: The Digital Insurance Strategy Playbook
January 21, 2020 | Zhi-Ying BarryGlobally, 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...
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Report The Coming Upheaval In Singapore's Banking Landscape
December 17, 2019 | Zhi-Ying BarryThe 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...
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Report The Forrester Banking Wave™: Global Mobile Apps Summary, 2019
Banks Must Aim For Great Experiences, Not Just Great Functionality
Mobile apps have become the touchpoint of choice for millions of consumers to manage their finances. Digital banking teams need to build mobile banking experiences around customer needs, empowering...
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Report Australian Consumers Are Warming Up To Digital Financial Services Firms
August 19, 2019 | Zhi-Ying BarryDisruption 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...
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Report The Forrester Banking Wave™: Australian Mobile Apps, Q2 2019
Australian Banks' Mobile Apps Are Effective, But Most Need To Improve Functionality Or Usability To Create Great Experiences
Mobile apps are the touchpoint of choice for Australians to manage their finances. Digital banking leaders need to build mobile banking around customer needs, empowering customers to manage their...
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Report The Australia Superannuation Customer Experience Index, 2018
How Australian Superannuation Firms Earn (But Mostly Lose) Loyalty With The Quality Of Their Experience
How well do leading superannuation (retirement benefit fund) firms earn loyalty with the quality of their customer experience (CX)? For the first time, we reveal the complete rankings of seven...
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Report The Australia Banking Customer Experience Index, 2018
How Australian Banks Earn (And Lose) Loyalty With The Quality Of Their Experience
How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of eight banks that we analyzed as part of the Australia...
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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 BarryThe 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...
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