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  • 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,...

  • Forum Security & Risk Global

    Leading the Way
    September 22, 2020 | Live Virtual Experience | Laura Koetzle, Stephanie Balaouras, Heidi Shey

    As attackers get more sophisticated and new technologies emerge, the strategies to protect your organization’s valuable data must also evolve. Attend Security & Risk to learn about...

  • 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 COVID-19 Is Forcing Lenders To Transform

    Accelerate Small Business Lending Digital Transformation To Drive Growth And Demonstrate Leadership
    August 26, 2020 | Zhi-Ying Barry

    COVID-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...

  • 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...

  • Report The Future Of Banking Is Built On Trust

    By 2030, Banking Will Be Invisible, Connected, Insights-Driven, And Purposeful
    July 29, 2020 | Jacob Morgan, Alyson Clarke

    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 —...

  • 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 Gupta

    Traditional 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,...

  • Report New Tech: Open Banking Intermediaries, Q2 2020

    Forrester's Landscape Overview Of 35 Providers
    June 2, 2020 | Jacob Morgan

    Open 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...

  • Report Expectations And Experiences: The Impact Of Your Customers' Expectations On CX Quality

    May 26, 2020 | Joana de Quintanilha, Victoria McRitchie

    Achieving 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...

  • 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 The Renaissance Of Branch Banking In Asia Pacific

    Let CX And EX Drive Branch Transformation
    April 27, 2020 | Tom Mouhsian

    Digital 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...

  • Report Build A Thriving Developer Community

    How Leading Financial Firms Prioritize Developer Engagement
    April 16, 2020 | Jacob Morgan, Jost Hoppermann

    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...

  • 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 Weader

    Virgin 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...

  • 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 Pasto

    How 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...

  • Report The State Of Digital Banking In Asia

    A Look At Submissions To The Digital Banker Awards For 2019 And 2020
    March 27, 2020 | Tom Mouhsian, Frederic Giron

    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...

  • Report The Dawn Of Autonomous Finance

    Algorithm-Driven Services Will Reshape Finance
    March 18, 2020 | Oliwia Berdak, Peter Wannemacher

    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...

  • 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 Hoppermann

    Few 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...

  • Report Forrester Infographic: Go Beyond Just AI And APIs For Financial Services Tech Innovation

    February 27, 2020 | Jost Hoppermann

    Financial 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...

  • Report Forrester Infographic: SaaS Faces Obstacles In Financial Services

    Financial Services Firms Are Reluctant To Nab Key Tech Opportunities
    February 13, 2020 | Jost Hoppermann

    Banks 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...

  • Report Forrester Infographic: Deliver Better Banking Experiences To Retain Indian Customers

    January 31, 2020 | Arnav Gupta

    In 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...

  • Report The Future Of Work In Banking

    Routine Compliance And Branch Management Tasks Give Way To Deeper Customer Relationships And Digital Skills
    January 14, 2020 | Alyson Clarke, J. P. Gownder, August du Pont

    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...

  • Report Now Tech: Digital Banking Platforms, Q4 2019

    Forrester's Overview Of 35 Digital Banking Platforms
    December 26, 2019 | Jost Hoppermann

    You 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...

  • Report Best Practices In Global Mobile Banking Functionality, 2019

    Leading Banks Continue To Raise The Bar On Mobile Functionality
    December 23, 2019 | Arnav Gupta, Meng Liu, Zhi-Ying Barry

    Mobile apps have become the touchpoint of choice for millions of banking customers to manage their finances. With expectations rising, digital banking teams know they need to continuously iterate...

  • Report Libra Isn't Dead, But It Needs A Better Form Of Life Support To Survive

    Fine Words About Regulatory Compliance Aren't Enough
    December 19, 2019 | Martha Bennett

    October 2019 was an eventful month for Libra: Seven major companies withdrew from the initiative, the Libra Association held its inaugural meeting, and the US House Committee on Financial Services...

  • Report The Coming Upheaval In Singapore's Banking Landscape

    December 17, 2019 | Zhi-Ying Barry

    The 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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