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  • Report How Australian Financial Services Firms Won Or Improved At CX In 2020

    Long-Term Efforts To Establish Solid CX Foundations Are Paying Off
    February 18, 2021 | Riccardo Pasto

    The 2020 Australian banking and superannuation Customer Experience Index (CX Index™) results shook up the rankings among financial services firms, as one bank and two superannuation firms saw...

  • Report The Forrester Digital Experience Review™: US Investing Websites, Q4 2020

    Fidelity Leads With A Breadth Of Functionality, While TD Ameritrade Delivers A Strong User Experience
    December 29, 2020 | Vijay Raghavan, David Truog

    Investment firms' websites have become hubs for their clients' investing activities and financial planning decisions. To gauge the ease and effectiveness of the experiences these websites offer, we...

  • Report Research Overview: Financial Well-Being

    A Guide To Our Financial Well-Being-Related Research
    December 15, 2020 | Aurelie L'Hostis

    Sustainable finance has become an imperative. Promoting customers' financial well-being is a great opportunity for financial services firms to drive customer engagement, create new value, and...

  • Webinar Customer Experience Predictions 2021: Trust And Zero UI

    December 9, 2020 | David Truog, Tristan Back

    Customer experiences (CX) and the work of the people who create them evolve continually, but the pandemic has been changing CX faster than ever — and those changes will accelerate in 2021....

  • Forum Technology & Innovation Global

    Adapt To Win
    November 4, 2020 | Live Virtual Experience | Liz Herbert, Matthew Guarini, Brian Hopkins

    In today’s business environment, change is constant. Technology, customer expectations, workforce issues, and economic factors are continually evolving. To thrive in this environment,...

  • Webinar What's Hot And What's Not In Wealth Management Tech For 2020

    October 14, 2020 | Vijay Raghavan

    In the highly competitive world of wealth management, financial services must invest in tech initiatives that will differentiate them, drive revenue growth, and keep their customers and financial...

  • Forum Summit Asia Pacific

    The must-attend event for B2B & B2C marketing and CX leaders
    September 1, 2020 | Live Virtual Experience | Frederic Giron

    The combined power of Forrester and SiriusDecisions has unleashed a new energy into the products and services available to both the B2B and B2C community. By harnessing this energy, we are bringing...

  • Report Best Practices: Web Chat For Investors

    What Real Investors Say About Web Chat Experiences
    May 28, 2020 | Jennifer Wise

    Investment firms aim to offer web chat experiences that meet investors' expectations and drive use of the channel. To see how they stack up, we assessed the chat feature on eight investment firms'...

  • Webinar Invest In Customers' Financial Well-Being To Create Value And Drive Growth

    May 7, 2020 | Aurelie L'Hostis

    Financial services providers are under high pressure to redefine their sense of purpose, as their interests no longer align with those of the customers they serve. Firms should pursue a value-based...

  • Forum CX Sydney

    The Time Is Now: Lead With Experience
    April 30, 2020 | Virtual Event | Michael Barnes

    CX and marketing exist to win, serve, and retain customers. But silos and miscommunication keep this power duo from reaching their full potential. For this reason, we’ve made collaboration...

  • Report Investing Website Best Practices For 2020

    Apply Lessons Learned From The Q4 2019 Forrester Investing Wave™
    April 15, 2020 | Jennifer Wise, Vijay Raghavan

    The website is the dominant digital touchpoint for US investors, so it's critical for digital leaders at investment firms to elevate their web experiences to win, serve, and retain their investors....

  • Report The Australia Superannuation Customer Experience Index, 2019

    How Australian Superannuation Firms Earn (But Mostly Lose) Loyalty With The Quality Of Their Experience
    April 1, 2020 | Riccardo Pasto

    How well do leading superannuation (retirement benefit fund) firms earn loyalty with the quality of their customer experience (CX)? This report reveals the complete rankings of seven superannuation...

  • Webinar Optimize Your Investing Website To Help Customers Successfully Manage And Monitor Their Investments

    March 9, 2020 | Vijay Raghavan, Jennifer Wise

    The website is the dominant digital touchpoint for US investors, so digital leaders at investment firms must elevate their web experiences to win, serve, and retain their customers. To see how...

  • Report The Forrester Investing Wave™: US Websites, Q4 2019

    Firms Must Optimize Their Site's Functionality And Experience Design To Help Investors Access Information
    December 12, 2019 | Vijay Raghavan, Jennifer Wise

    The website is the dominant digital touchpoint for US investors, so digital leaders at investment firms must elevate their web experiences to win, serve, and retain their customers. To see how...

  • Report The US Investment Firm Customer Experience Index, 2019

    How US Brokerage And Investment Firms Earn Loyalty With The Quality Of Their Experience
    September 27, 2019 | Vijay Raghavan, August du Pont

    How well do leading brokerages and investment firms earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 23 investment brands that were...

  • Report Financial Services Firms Need To Rethink Personalization

    Personalization Is About Customer Engagement And Loyalty, Not Just The Next Product Sale
    September 26, 2019 | Alyson Clarke, Aurelie L'Hostis

    Many financial services firms say that they are already delivering on personalization and view improving their personalization capabilities and technology further as a top priority. But financial...