Search Results
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Report Banks Need To Prepare For Banking Application Ecosystems
Forward-Looking Banks Plan To Assemble Their Banking Applications
February 19, 2019 | Jost HoppermannVery few banks and technology leaders disagree that banks need complete digital transformation. Leading banks are moving to advanced digital target state architectures without creating new legacy....
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Report The Digital Disruption Of Small Business Banking
Banks Must Improve Digital Services For SMEs — Or Lose Customers To Disruptors
February 19, 2019 | Peter WannemacherOver the past decade, established banks have worked hard to extend their products and services to retail customers who've moved onto digital touchpoints. But digital banking for small and...
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Webinar Customer Call Centers: Dos And Don'ts
February 7, 2019 | Andras CserWhen we have the online channels (e.g., web, mobile app, etc.) all secured, fraudsters turn to the customer call center as an avenue to commit fraud. This webinar explains key types of fraud, best...
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Webinar Define And Measure Emotion For More Effective Customer Engagement
February 5, 2019 | Jim NailEmotions are essential to marketing, experience, and loyalty but have eluded the rigorous quantification and measurement that now apply to engagement, conversion, and sales effects of marketing....
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Report Use Customer Journeys To Guide Your Digital Banking Strategy
Processes: The Digital Banking Strategy Playbook
Digital banking teams are keen to digitize the entire customer life cycle. They want to cut costs and offer convenience by enabling customers to research, buy, and manage loans, bank accounts,...
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Report Help Digital Banking Customers With Budgeting And Saving
Digital Feature Fix: Help Customers Stay On Top Of Their Finances With Effective Budgeting And Savings Tools
January 18, 2019 | Aurelie L'HostisA common pitfall on banks' websites and mobile apps is a lack of budgeting and savings tools to help customers improve how they manage their finances. This brief explains why budgeting and savings...
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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 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 LiuChinese 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...
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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 Benchmark Your Customers' Digital Banking Journeys
Benchmarks: The Digital Banking Strategy Playbook
January 9, 2019 | Peter WannemacherDigital banking strategy leaders aim to differentiate with services that meet or exceed customers' needs and expectations. To help them understand where they stand, we developed our Forrester...
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Webinar 2019 Priorities: Embracing Digital In Wealth Management To Remain Relevant
Multiple forces and innovations are changing how customers globally manage and invest their money. Powered by digital technology, the wealth management industry is transforming to meet the...
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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 LiuThe 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...
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Report The India Banking Customer Experience Index, 2018
How Indian Banks Earn Loyalty With The Quality Of Their Experience
January 2, 2019 | Amit BhatiaHow well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven banks that we analyzed as part of the India Customer Experience...
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Report Now Tech: Digital Banking Engagement Platforms, Q4 2018
Forrester's Overview Of 31 Digital Banking Engagement Platforms Providers
December 28, 2018 | Jost HoppermannYou can use digital banking engagement platforms (DBEPs) to deliver new digital banking capabilities flexibly and rapidly, support multiple channels out of the box, and drive revenue and improve...
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Report The Australia Customer Experience Index, 2018
How Brands Build Loyalty With The Quality Of Their Experience
How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 36 brands across six industries in the Australia Customer...
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Report Organize For Digital Banking Success
Organization: The Digital Banking Strategy Playbook
December 24, 2018 | Frederic GironBanks need to become customer-led, insights-driven, faster, and more connected to their external ecosystem if they want to be relevant in a digital world. In this transformation journey, digital...
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Report The France Customer Experience Index, 2018
How Brands Build Loyalty With The Quality Of Their Experience
December 21, 2018 | Joana van den Brink-Quintanilha, Alex CauseyHow well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across four industries in the France CX...
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Report The UK Customer Experience Index, 2018
How Brands Build Loyalty With The Quality Of Their Experience
December 21, 2018 | Joana van den Brink-Quintanilha, Alex CauseyHow well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the UK CX Index....
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Report The State Of Digital Banking Transformation, 2019
Transformation Strategies Can Be Obstacles Or Accelerators — Pick The Right One
December 17, 2018 | Jost HoppermannTwo years ago, the vast majority of banks were working on digital transformation or planned to start doing so soon. Today, many transformation initiatives are struggling, and some haven't even...
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Report Blockchain Is Years From Curing Cross-Border Payment Pains
Distributed Ledger Technology Has Potential But Faces Significant Obstacles
December 14, 2018 | Meng LiuAlthough 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...
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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 Use Behavioral Economics To Inform Your Financial Well-Being Strategy
Design Digital Experiences That Encourage Customers To Adopt Better Financial Habits
December 13, 2018 | Aurelie L'HostisAdvances in behavioral science have shed new light on how people make decisions — and that includes personal finance. Despite best intentions, people don't always stick to their financial goals....
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Report Six Common Pitfalls On Indian Online Banking Websites
Learn From Industry Best Practices How To Avoid These Mistakes
December 11, 2018 | Arnav GuptaForrester 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...
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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 Three Culture Practices For Long-Term Customer Centricity
Advanced Level: Culture Practices For CX Transformation
November 30, 2018 | Samuel SternVery few companies have truly customer-obsessed cultures that can create and sustain a competitive advantage in the marketplace. Those that do got there by innovating. These culture leaders realign...