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Report How To Monetize Open Finance And Platform Business Models
Business Case: The Digital Banking Strategy Playbook
January 14, 2021 | Jacob MorganFinancial 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...
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Report Forrester Infographic: Indian Banks Need To Foster Customers’ Financial Well-Being
December 18, 2020 | Arnav GuptaIndian consumers are stressed about their finances — a situation exacerbated by the pandemic. They're anxious about their financial situation and need help managing their money effectively to...
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Report Singapore Banking Customers Prefer Hybrid Experiences
Delight Customers With The Best Of Both Worlds: Digital And Physical
December 18, 2020 | Tom MouhsianOur annual CX Index and financial services studies offer fresh perspectives on what customers like, trust and prefer. In this report, we focus on customer experiences that take place in both...
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Report Learn From — Don't Fear — The Tech Titans To Prepare For The Future Of Banking
December 17, 2020 | Alyson ClarkeThe 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...
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Report Research Overview: Financial Well-Being
A Guide To Our Financial Well-Being-Related Research
December 15, 2020 | Aurelie L'HostisSustainable 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...
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Report How To Reinvent Small Business Lending
SMB Lending Transformation Requires A Reset Of Technology, Processes, And Culture
December 10, 2020 | Zhi-Ying BarryCOVID-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...
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Report Forrester Infographic: Chinese Lenders Must Learn From Digital Lenders To Stay Relevant
Recent Forrester Analytics Consumer Technographics® data reveals that digital lenders have gained significant mindshare among Chinese borrowers and often delighted customers with their service...
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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 BarryCOVID-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...
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Report The State Of Chatbots In Financial Services
Most Consumers Are Neither Interested Nor Comfortable Using Chatbots For Financial Activities
The hype surrounding chatbots remains high and COVID-19 has put pressure on customer service teams, but digital teams in financial services firms should remain wary of any push to roll out chatbots...
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Report The Future Of Banking Is Built On Trust
Vision: The Digital Banking Strategy Playbook
The economics of the next decade will challenge banks. COVID-19 has shifted the focus but will not dominate the future narrative. Leading banks are pivoting and rebooting their strategy —...
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Report Q&A: How Digital Small Business Lenders Are Disrupting Finance In India
Disruptive Firms Have The Potential To Upend The Traditional Lending Business
July 28, 2020 | Arnav GuptaTraditional lenders lend money to existing customers or profitable businesses. But Indian startups are using digital technology to improve business lending by offering quick loans to micro, small,...
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Report New Tech: Open Banking Intermediaries, Q2 2020
Forrester's Landscape Overview Of 35 Providers
June 2, 2020 | Jacob MorganOpen banking requires that banks make their services available to third parties; however, differing standards, specifications, and deployments result in the need to resolve complexity across...
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Report Expectations And Experiences: The Impact Of Your Customers' Expectations On CX Quality
May 26, 2020 | Joana de Quintanilha, Victoria McRitchieAchieving excellent customer experience (CX) requires exceeding expectations — Forrester's Customer Experience Index (CX Index™) data proves it — but most brands are merely meeting expectations or...
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Report The Renaissance Of Branch Banking In Asia Pacific
Let CX And EX Drive Branch Transformation
April 27, 2020 | Tom MouhsianDigital self-service and transaction automation have led banks to close branches. But many customers still depend on branch staff for financial consultations and support, shifting the key drivers...
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Report Build A Thriving Developer Community
How Leading Financial Firms Prioritize Developer Engagement
Astute digital business leaders recognize that a developer portal is actually a shop window to entice collaboration and innovation with the developer community — the ultimate builders of...
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Report Case Study: UK Bank Virgin Money Transformed CX And Improved Business Outcomes
Virgin Money Used A Merger As An Opportunity To Align Its Culture On Customer Experience
April 7, 2020 | Judy WeaderVirgin Money found a way to save money, build customer centricity, and align the organization around the North Star of customer experience (CX). CX professionals should read this case study to...
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Report The Australia Banking Customer Experience Index, 2019
How Australian Banks Earn (And Lose) Loyalty With The Quality Of Their Experience
April 1, 2020 | Riccardo PastoHow well do leading banks earn loyalty with the quality of their customer experience (CX)? This report reveals the complete rankings of eight banks that we analyzed as part of the Australia CX...
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Report The State Of Digital Banking In Asia
A Look At Submissions To The Digital Banker Awards For 2019 And 2020
The banking landscape in Asia is rapidly evolving as new entrants and incumbents vie to win, serve, and retain ever more entitled and empowered customers. Forrester worked with The Digital Banker...
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Report The Dawn Of Autonomous Finance
Algorithm-Driven Services Will Reshape Finance
People's lives are becoming ever more automated as millions of algorithms make decisions and take actions on consumers' behalf. This shift toward autonomous services is starting to happen in...
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Report Use Banking Software In The Cloud To Increase Agility And Improve Economies Of Scale
A Mix Of Real And Perceived Obstacles Hampers SaaS-Like Deployments In Banking
March 6, 2020 | Jost HoppermannFew financial services firms today leverage the agility and economies of scale of software-as-a-service (SaaS). But it's not because of a lack of available options; technology teams at banks in...
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Report Forrester Infographic: Go Beyond Just AI And APIs For Financial Services Tech Innovation
February 27, 2020 | Jost HoppermannFinancial services teams should be aware of their peers' investment priorities and key areas of innovation if they want to keep up. This infographic provides an overview of innovation and...
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Report Forrester Infographic: SaaS Faces Obstacles In Financial Services
Financial Services Firms Are Reluctant To Nab Key Tech Opportunities
February 13, 2020 | Jost HoppermannBanks and other financial services firms have already used software-as-a-service (SaaS) for horizontal solutions like CRM and HR. However, SaaS in financial-services-specific (vertical) deployments...
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Report Forrester Infographic: Deliver Better Banking Experiences To Retain Indian Customers
January 31, 2020 | Arnav GuptaIn May 2019, Forrester surveyed 2,988 metropolitan Indian online adults to understand their expectations when interacting with Indian financial services firms. This report helps digital banking...
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Report The Future Of Work In Banking
Routine Compliance And Branch Management Tasks Give Way To Deeper Customer Relationships And Digital Skills
Digital technology can perform routine tasks like data entry more effectively than humans, freeing up human workers to complete other, more complex tasks. Banks that find the right balance of human...
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Report Now Tech: Digital Banking Platforms, Q4 2019
Forrester's Overview Of 35 Digital Banking Platforms
December 26, 2019 | Jost HoppermannYou can use digital banking platforms to improve customer service and account opening; reduce time-to-market of new products and services and downtimes; and enable great business agility. But to...
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