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  • Oliwia Berdak

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  • For Customer Experience Professionals

    Report

    Report Case Study: Lloyds Banking Group's Journey-Focused Digital Transformation

    How A Journey-Led Approach Led To Delivering Higher Customer Value

    In 2014, Lloyds Banking Group (LBG), one of the UK's leading financial services firms, embarked on a three-year digital business transformation to go beyond digital experience enhancements and...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Disrupting Finance: P2P Lending

    P2P Lending Platforms Will Continue To Disintermediate Banks
    May 3, 2017 | Oliwia Berdak

    Peer-to-peer (P2P) lending is the practice of lending money to unknown individuals or businesses without a bank or other traditional financial institution underwriting the loan. Platforms like...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Digital Insurance Imperative

    Vision: The Digital Insurance Strategy Playbook
    April 26, 2017 | Ellen Carney, Oliwia Berdak

    Digital technologies will change the insurance industry irrevocably over the coming decade. New entrants will disrupt the value chain. Vertically integrated firms will be too slow to adapt. Firms...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Disrupting Finance: Crowdfunding

    Crowdfunding Provides A Viable Alternative Source Of Funding
    April 19, 2017 | Oliwia Berdak

    Crowdfunding — which is essentially online fundraising — has grown exponentially over the past few years. Hundreds of crowdfunding sites like Crowdcube, GoFundMe, and Kickstarter match people in...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Case Study: Lloyds Banking Group Transforms Through 10 Customer Journeys

    Embrace Digital Business Transformation That Delivers Customer Value And A New Operating Model

    In 2014, Lloyds Banking Group, one of the UK's leading financial services firms, embarked on a three-year digital business transformation with a £502 million budget. The transformation has gone...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Use Customer Journeys To Guide Your Digital Banking Strategy

    Processes: The Digital Banking Strategy Playbook
    December 22, 2016 | Aurelie L'Hostis, Oliwia Berdak

    Digital banking teams are keen to digitize the customer life cycle from end-to-end. They want to cut costs and offer convenience by enabling customers to research, buy, and manage loans, bank...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Become A Digital Insurer

    Executive Overview: The Digital Insurance Strategy Playbook
    December 21, 2016 | Oliwia Berdak

    Digital technologies are transforming the entire value chain of insurance, opening up new distribution opportunities, altering how insurers can assess, price, and manage risks, and creating new...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Assess Your Digital Insurance Capabilities

    Assessment: The Digital Insurance Strategy Playbook
    December 8, 2016 | Oliwia Berdak

    Insurers' digital capabilities are patchy. Agent-based firms have focused on digital advertising to raise brand awareness, while direct firms have prioritized lead generation and conversion. But to...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Use Customer Journeys To Guide Your Digital Insurance Transformation

    Processes: The Digital Insurance Strategy Playbook

    Digital insurance teams are keen to digitize the customer life cycle from end to end. They want to cut costs and offer convenience by enabling customers to get quotes and buy, manage, and renew...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Predictions 2017: Pioneering Financial Providers Will Partner With Fintech To Build Ecosystems

    Leading Firms Will Focus On Improving Customer Journeys, While Laggards Get Distracted By Bright And Shiny Technologies
    November 2, 2016 | Peter Wannemacher, Jacob Morgan

    A gap is emerging between the financial firms that are embracing digital business transformation and those that continue doing things the same old way. In 2017, this gap will widen significantly as...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The State Of Digital Insurance, 2016

    Landscape: The Digital Insurance Strategy Playbook
    October 17, 2016 | Oliwia Berdak

    Insurers have so far been shielded from digital disruption by an older demographic, underwriting expertise, and regulatory barriers. But this is about to change. This report explores how digital...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Brief: What Makes Digital Disruptors Dangerous

    Lessons From Disruptive Financial Technology Startups
    September 20, 2016 | Oliwia Berdak

    Digital disruptors have swarmed financial services. Incumbents have responded by upgrading their technology stacks and launching new digital services. Investing in technology as a response to...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Disrupting Finance: Digital Investment Managers

    Software-Based Startups Slash The Cost Of Managed Accounts
    August 18, 2016 | Oliwia Berdak

    Digital investment managers — sometimes called robo-advisors — like Nutmeg in the UK and Betterment and Wealthfront in the US use the internet to offer to retail investors managed accounts at much...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report The Wounded Unicorns Of Fintech

    Falling Valuations Don't Mean You Should Give Up On Financial Technology
    August 1, 2016 | Oliwia Berdak

    Financial technology (fintech) darlings Lending Club and OnDeck have lost more than half of their value since their IPOs. Writedowns have inspired two reactions in executives at financial services...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Trends 2016: European Digital Insurance

    Digital Technology Brings New Opportunities To Insurance
    June 13, 2016 | Oliwia Berdak

    European insurers have seen rebounding revenues, but plenty of disruptions threaten profitability. In addition to a host of macroeconomic concerns, hyperadoption — the rapid and simultaneous uptake...

  • For Application Development & Delivery Professionals

    Report

    Report The Downside Of Digital Labs

    Digital Financial Innovation Needs An End-To-End Agile And DevOps Environment

    To accelerate digital innovation, many financial services firms have launched digital innovation labs. Focused on quick, experimental projects, these new software development environments sit...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Digital Labs Are A Temporary Fix

    Digital Financial Innovation Needs An Agile Environment
    April 29, 2016 | Oliwia Berdak, Diego Lo Giudice

    To speed up digital innovation, many eBusiness teams at financial services firms have launched digital innovation labs. These alternative software development environments mostly sit outside of...

  • For Customer Experience Professionals

    Report

    Report Why Financial Services Firms Top Forrester's Customer Experience Index

    Forrester's CX Index benchmarks how effectively more than 900 brands across 18 industries in eight countries deliver experiences that strengthen loyalty. While the data shows plenty of room for...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Brief: How To Innovate With Startups

    Partner With Startups To Boost Digital Innovation
    March 18, 2016 | Oliwia Berdak, Michelle Beeson

    Digital business strategy executives worldwide are driving innovation in search of new value for customers and operational efficiencies, and many are now pursuing relationships with startups. But...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report How To Work With Fintech Startups

    Partner With Financial Technology Startups To Boost Innovation
    March 7, 2016 | Oliwia Berdak

    These days, every man and his dog seem to have an incubator, a lab, or a venture fund in pursuit of startups. Many of these initiatives will disappear quietly in a few years, unable to prove their...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Disrupting Finance: Social Insurance

    Peer-To-Peer Insurance Platforms Will Struggle To Drive Adoption
    February 11, 2016 | Oliwia Berdak

    Social insurance enables people in need of insurance to connect and pool their money and risks. Startups like Friendsurance, Guevara, and TongJuBao facilitate this and aim to offer coverage that is...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Financial Services Firms Flirt With Startups

    Digital Executives Must Choose To Build, Partner, Or Buy
    January 5, 2016 | Oliwia Berdak

    The digital disruption of retail financial services has entered a new phase. Software-driven startups like LendingClub and TransferWise are growing rapidly and achieving billion-dollar valuations...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Follow Best Practices To Encourage Mobile Insurance Use

    December 3, 2015 | Oliwia Berdak, Ellen Carney

    The future of insurance is mobile, yet the path to that future is riddled with obstacles. One of the biggest is the low adoption rate of mobile services. This stems partly from the specificities of...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Disruptors Belong In Your Digital Ecosystem

    The Digital Ecosystem Of Finance Forces You To Pick Your Partners
    September 18, 2015 | Oliwia Berdak

    Digital business executives at financial services firms are coming to terms with the realities of digital disruption. Many are exploring the opportunities of partnering with disruptors. But should...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Inject Discipline Into Your Digital Innovation Process

    Financial Innovators Excel At Four Stages Of Innovation
    September 1, 2015 | Oliwia Berdak

    Digital innovation is both art and science. While creativity, design instinct, and good timing all play a role, eBusiness executives at financial services firms need processes to convert creative...