Search Results
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Report Predictions 2020: Wealth Management
Wealth And Investment Firms Will Get Creative To Protect Their Revenues
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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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 Australian Consumers' Digital Coming Of Age Is Here
August 19, 2019 | Zhi-Ying BarrySomething remarkable is happening with Australian online adults: Their behaviors and expectations are evolving at an unprecedented rate, and they're embracing innovation faster than ever before....
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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 Quick Take: Australia's PayID Breach Demonstrates The Importance Of Customer Trust
This week, a security breach involving the PayID service of Australia's New Payments Platform (NPP) came to light — an incident affecting tens of thousands of bank customers. Malicious actors used...
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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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Report Banks: You're Building Too Many Apps
Separate, Standalone Apps Should Be Rare And Built For Unique Customer Segments Or Needs
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,...
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Report Q&A: The Top Five Questions Digital Financial Services Leaders Should Ask About AI In 2019
Digital Execs Must Ask Strategic Questions
January 15, 2019 | Zhi-Ying BarryInterest in using AI is growing rapidly in the financial services sector. But digital financial services execs must be careful to not get caught up in the madness of chasing the next lofty AI...
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Report Provide Easy And Flexible Ways To Send And Transfer Money
Digital Feature Fix: Offer A Wide Range Of Money Transfer Timing And Viewing Options
January 10, 2019 | Zhi-Ying BarryConducting money transfers is one of the top five activities that customers want to use mobile banking for. Yet while most banks make money transfers convenient — such as letting customers transfer...
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Report Create Value For Customers With Nonbank Offers
Digital Feature Fix: Engage Customers With Contextual And Personalized Offers
Many banks are encouraging customers to use mobile banking with third-party offers and rewards. However, these efforts are often half-hearted and not relevant to customers in their context. At...
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Report Beyond The Hype: How Banks Use AI To Drive Operational Efficiency
Banks Show Big Appetite For AI-Driven Risk Management And Efficiency
December 6, 2018 | Zhi-Ying BarryBanks around the world have identified artificial intelligence (AI) as a key priority and are interested in AI implementations. But many digital banking executives don't know where to start or what...
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Report Banks Make Slow But Steady Progress With Customer-Facing AI Use Cases
But Despite The Hype, Only Some Banks Are Pursuing AI-Driven Customer Experience
November 27, 2018 | Zhi-Ying BarryMany banks globally have identified artificial intelligence (AI) as a key priority and are interested in AI implementations. But many digital banking executives don't know where to start or what to...
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Report Best Practices In Australian Mobile Banking Functionality
CommBank And Westpac Charge Ahead With Impressive Functionality
August 2, 2018 | Zhi-Ying BarryMobile 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...
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Report The Forrester Banking Wave™: Australian Mobile Apps, Q2 2018
CommBank Leads; Other Banks Deliver Mixed Experiences
June 28, 2018 | Zhi-Ying Barry, Tom ChampionMobile 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...
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Report Take An Iterative Approach To Digital Insurance Strategy
Strategic Plan: The Digital Insurance Strategy Playbook
May 4, 2018 | Zhi-Ying BarryDigital business leaders must define and execute digital insurance strategy. To do that, they must craft an action plan that examines the impact of digital on their business and then develop the...
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Report Banks Must Embrace Digital Business Models To Redefine Their Value To Customers
Digital Leaders At Middle Eastern Banks Are Starting To Address Key Tasks That All Banks Must Master
April 16, 2018 | Zhi-Ying BarryFacing tough economic conditions, competition from more agile players, and changing customer needs, banks in the Middle East are pursuing digital business models to generate new revenue streams and...
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Report Track Digital Banking Success With Customer-Centric Metrics
Performance Management: The Digital Banking Strategy Playbook
February 15, 2018 | Zhi-Ying BarryDigital banking success demands new metrics. Typical key performance indicators (KPIs) for digital banking are often product-centric or channel-specific, rather than customer-focused. Digital...
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Report Track Digital Insurance Success With Customer-Centric Metrics
Performance Management: The Digital Insurance Strategy Playbook
January 26, 2018 | Zhi-Ying BarryDigital insurance success demands new metrics. Typical key performance indicators (KPIs) for digital insurance are often product-centric or channel-specific rather than customer-focused. Digital...
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Report Brand Management, EX, And Trust Will Fuel Growth For Australian Firms In 2018
Insights From Forrester's Predictions 2018 Sydney Event
At Forrester's Predictions 2018 Sydney event, more than 250 business and technology decision makers engaged with Forrester analysts to share their key priorities, expectations, and challenges for...