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  • Report Case Study: How Ping An Insurance Embraced Digital To Rewrite Its Business

    January 17, 2019 | Danny Mu, Meng Liu

    Ping An Insurance, one of the world's largest insurers in terms of market capitalization, used emerging technologies to transform itself from a traditional insurer into a digital innovator. It now...

  • Report Case Study: How Digital And CX Teams Collaborate To Deliver On Brand Promise

    Aon Adapts To A Changing Market Landscape And Increased Customer Expectations
    January 17, 2019 | Michael Barnes

    Financial services firms, including those in wealth management and retirement planning, are struggling to thrive in a disrupted market. They're challenged to reinvent often mature brands, deliver a...

  • Report Mini-Programs Serve Customers In Their Financial Mobile Moments

    Financial Institutions In China Need To Seize The Opportunity To Engage Empowered Customers With Mini-Programs
    January 10, 2019 | Meng Liu

    Chinese consumers spend the majority of their time on the digital platforms of Baidu, Alibaba, and Tencent (BAT) rather than on individual firms' mobile apps or websites. Mini-programs offer a...

  • Report The BATJ Firms Are Driving Digital Financial Services For All

    Baidu, Alibaba, Tencent, And JD.com Are Innovating Financial Ecosystems In China And Around The Globe
    January 3, 2019 | Meng Liu

    The financial technology (fintech) arms of Baidu, Alibaba, Tencent, and JD.com (BATJ) — four of the world's 10 largest fintech entities in 2018 — are now targeting financial services markets...

  • Report Blockchain Is Years From Curing Cross-Border Payment Pains

    Distributed Ledger Technology Has Potential But Faces Significant Obstacles
    December 14, 2018 | Meng Liu

    Although the winter of cryptocurrency has arrived in China, the underlying technologies — blockchain or distributed ledger technology (DLT) — remain one of the hottest tech topics in financial...

  • Report Six Common Pitfalls On Indian Online Banking Websites

    Learn From Industry Best Practices How To Avoid These Mistakes
    December 11, 2018 | Arnav Gupta

    Forrester recently concluded its Forrester Wave™ evaluation of online banking websites in India, which assessed the functionality and user experience (UX) of the online banking websites of seven...

  • Report The Forrester Banking Wave™: Global Mobile Apps Summary, 2018

    Mobile Banking Leaders Keep Raising The Bar On Functionality And User Experience

    Mobile apps have become the touchpoint of choice for millions of people to manage their finances. Digital banking teams need to build mobile banking experiences around customer needs, empowering...

  • Report Best Practices In Indian Mobile Banking Functionality

    Learn How To Deliver Great Mobile Banking Functionality
    September 4, 2018 | Arnav Gupta

    Digital banking strategy professionals need to deliver mobile banking services that not only exceed customers' current needs and expectations, but also anticipate their future needs and improve...

  • Report Best Practices In Australian Mobile Banking Functionality

    CommBank And Westpac Charge Ahead With Impressive Functionality
    August 2, 2018 | Zhi-Ying Barry

    Mobile apps are the touchpoint of choice for millions of Australians to do their banking and manage their finances. With expectations rising, digital banking teams know that they need to improve...

  • Report The Forrester Banking Wave™: Indian Online Banking Websites, Q3 2018

    Indian Online Banking Websites Don't Yet Meet Global Standards
    July 23, 2018 | Arnav Gupta, Amit Bhatia

    Digital banking leaders need to build online banking around customer needs, empowering them to manage their finances while reassuring them by providing support along the way. To see how helpful...

  • Report The Forrester Banking Wave™: Australian Mobile Apps, Q2 2018

    CommBank Leads; Other Banks Deliver Mixed Experiences
    June 28, 2018 | Zhi-Ying Barry, Tom Champion

    Mobile apps are the touchpoint of choice for Australians to manage their finances. Digital banking leaders need to build mobile banking around customer needs, empower customers with valuable money...

  • Report The Forrester Banking Wave™: China Mobile Apps, Q2 2018

    China Merchants Bank Leads With Robust, Easy-To-Use Features
    June 28, 2018 | Riccardo Pasto

    Mobile apps are the primary way that consumers in metro China pay bills, transfer funds, and manage their finances, so Chinese banks have to design, build, and deliver mobile experiences that both...

  • Report The Forrester Banking Wave™: Indian Mobile Apps, Q2 2018

    Mobile Banking Apps Fail To Deliver Balanced Functionality And User Experiences
    June 13, 2018 | Amit Bhatia, Arnav Gupta

    Digital banking leaders need to build mobile banking experiences around customer needs, empowering customers to manage their finances while reassuring them by providing support along the way. To...

  • Report Winning The Payments War Requires Continuous Innovation

    Indian Banks Are Relying Upon Digital India To Support Their Game Plan For Payments
    February 12, 2018 | Ashutosh Sharma, Arnav Gupta

    India's government is using digital enablement programs to increase Indians' use of digital tech and transform the economy into one that uses less cash. Digital consumers give banks and financial...

  • Report 2017 Indian Bank Digital Sales Functionality Benchmark

    ICICI Bank Leads The Pack, Just Ahead Of Axis Bank
    January 30, 2018 | Ashutosh Sharma, Arnav Gupta

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of five large retail banks in India. ICICI Bank leads the pack with a score of 55 out of 100, just...

  • Report Trends 2018: Australian Digital Wealth Management

    Digital Technology Brings New Opportunities To Wealth Management
    November 29, 2017 | Zhi-Ying Barry

    Australian wealth management firms face a host of challenges in 2018. Only those that transform themselves digitally and improve their customer experience can survive and thrive in this challenging...

  • Report Trends 2017: Australia And New Zealand Digital Banking

    Digital Executives Need Stronger Foundations To Better Execute And Create New Customer Value
    October 23, 2017 | Alyson Clarke, Zhi-Ying Barry

    Slowing economic growth, increased government scrutiny, and more empowered consumers are challenging retail banking in Australia and New Zealand (ANZ). Differentiated experiences will drive...

  • Report Disrupting Finance: Digital Money Managers

    Digital Money Managers Offer A Simple Way To Manage Money
    October 19, 2017 | Aurelie L'Hostis

    Digital money managers offer account aggregation, spending insights, budgeting and savings tools, alerts, and financial guidance to consumers who wish to manage their money but don't have the time,...

  • Report Keep An Eye On Baidu, Alibaba, And Tencent

    The Big Three Chinese Disruptors Are Spurring Innovation In Financial Ecosystems Around The Globe
    September 13, 2017 | Zhi-Ying Barry, Eryan Zhou

    Baidu, Alibaba, and Tencent (BAT), China's most successful and influential internet companies, have been instrumental in moving Chinese commerce from cash-heavy toward cashless. As these disruptors...

  • Report Adoption Of Automated Investment Services Remains Low

    To Tap Into The Potential Of Automated Investment Services, Digital Wealth Management Leaders Need To Overcome Barriers
    September 8, 2017 | Zhi-Ying Barry

    The launch of automated investment services by Bank of America, Capital One, China Merchants Bank, OCBC Bank, Ping An Bank, and Wells Fargo is piquing executives' interest. While we expect other...

  • Report Win The Hearts Of Customers With Digital Money Management

    Traditional Banks In China Must Seize New Opportunities To Stave Off Digital Disruption
    July 14, 2017 | Eryan Zhou

    Digital money management in China is still in its early stages, but it will continue to develop as financial disruptors win customers and traditional banks slowly join the game. This report helps...

  • Report Global Mobile Banking Benchmark, 2017

    BBVA Earns The Top Spot

    To stay relevant to customers, digital banking strategy executives need to deliver useful and usable mobile banking services that not only exceed customers' current expectations but also anticipate...

  • Report Shift Your Obsession From Technology To The Customer

    Thai Banks' Digital Initiatives Must Start With Customers, Not Technology
    July 11, 2017 | Frederic Giron

    In the wake of government plans to create a digital economy, Thai banks have swiftly pushed digital initiatives. But Thai customers are largely absent from these plans — which will inevitably put...

  • Report 2017 India Online Banking Functionality Benchmark

    ICICI Bank Stands Out By Offering Better Online Banking Services
    June 12, 2017 | Ashutosh Sharma, Arnav Gupta

    Online banking customers in India use their providers' secure websites to complete tasks and achieve their banking objectives. Digital banking teams must keep a close eye on which goals a customer...

  • Report 2017 New Zealand Mobile Banking Benchmark

    Kiwibank Edges Out Bank Of New Zealand With Good Usability
    June 8, 2017 | Zhi-Ying Barry

    Digital banking strategy executives need to deliver mobile banking services that not only exceed customers' current needs and expectations, but also anticipate their future needs and improve their...