Search Results
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Report Build A Dynamic Digital Banking Roadmap
Roadmap: The Digital Banking Strategy Playbook
October 18, 2019 | Peter WannemacherDigital business leaders at banks are tasked with articulating a vision of the future and a strategic plan for getting there. But moving from vision to action isn't easy, so banks need a roadmap...
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Report Help Customers View And Manage Statements In Digital Banking
Digital Feature Fix: Build A Central Document Delivery Hub For Your Apps And Websites
Many banks have poor or nonexistent digital delivery capabilities — including the ability to view and manage eStatements, eBills, and other documents — on their website or mobile app. This brief...
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Report How To Succeed With Marketplace Business Models In Financial Services
Hint: Build A Collaborative Business Model Strategy
October 8, 2019 | Jacob MorganThe financial service industry is not immune to platform-driven change, of which the marketplace approach is the most likely winner. This report distills best practices from firms at the forefront...
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Report Bridge The Seams In Mobile Banking Experiences
Digital Feature Fix: Reduce Friction And Improve Cross-Channel UX
Banks continue to expand their mobile experiences to include new features and content aimed at letting customers manage their finances from a mobile device. But with these additions, banks often...
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Report Financial Services Firms Should Personalize Across The Lifecycle And On All Touchpoints
Personalization Is About Deepening Customer Engagement
Most financial services companies are taking a narrow approach to personalization. Digitally empowered customers are seeking and expecting better, more relevant experiences, but product-oriented...
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Report Blockchain Is Enabling Digital Ecosystems In Asia Pacific
A Deep Dive Into Four Blockchain Business Cases In Asia Pacific
September 26, 2019 | Charlie DaiWhile blockchain solutions are maturing, most business and technology decision makers are unclear as to how blockchain can deliver actual business value to their organization. To help enterprise...
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Report The Future Of Small Business Banking
Bank Brands Will Fade As Their SME Products Become Components In Other Companies' Ecosystems
September 24, 2019 | Peter WannemacherBanking for small- and medium-sized businesses is being disrupted by dozens of new entrants such as MYbank, Square, Stripe, Tide, and Xero that offer small- and medium-sized enterprises (SMEs) a...
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Report Financial Services Firms Have Solid Plans For Transformation But Lack Urgency
Get The Results From Forrester's Q3 2019 Global Financial Services Architecture Survey
September 13, 2019 | Jost HoppermannForrester's Q3 2019 Global Financial Services Architecture Survey includes more than 100 financial services decision makers from 31 countries, spans multiple industry segments, and shows that the...
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Report The State Of Digital Banking, 2019
Landscape: The Digital Banking Strategy Playbook
September 6, 2019 | Aurelie L'HostisThe banking industry has entered a period of unprecedented innovation. While many banks have woken up to the threats, few have embarked on a true digital business transformation. This report...
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Report Refine Customer Communication For Strong Customer Authentication Success
Best Practices For Communicating Upcoming Changes To Customer Authentication For Online Payments And Banking In Europe
The European Union's Strong Customer Authentication (SCA) requirements will change how Europeans make online payments and use online banking. In theory, these changes will apply from September 14,...
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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 The ROI Of CX Transformation
The Business Case Report In The CX Transformation Playbook
August 15, 2019 | Maxie Schmidt-SubramanianCustomer experience (CX) transformation efforts bring benefits like increased customer retention and greater cross-sell opportunity. To get those benefits, CX leaders need to invest in areas like...
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Report CX NYC 2019 Day Two Highlights: Humanizing Radical CX Innovation
Top Takeaways About Employee Experience, Moments That Matter, And Differentiating With Privacy
August 15, 2019 | Harley ManningCustomer expectations continue to rise faster than companies are making customer experience (CX) improvements. At this year's CX NYC Forum, analysts and practitioners shared new ways for CX pros to...
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Report How To Use Platform Business Models In Financial Services
Driving Innovation With Platform-Based Strategies
August 7, 2019 | Jacob MorganPlatform business models (e.g., Alibaba, Amazon, and Apple) dramatically improve growth and drive better outcomes for customers. Platform business models also require substantial collaboration with...
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Report Five Traits For A Truly Open Banking Strategy
How Banks Must Claim The Initiative
August 1, 2019 | Jacob MorganOpen banking success relies on collaboration, and financial services firms must start that journey at home. Banks have powerful strengths: healthy customer relationships, scale, and data. But those...
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Report Digital Banking Application And Architecture Trends For 2020
Use An Updated View On Digital Banking To Cope With Banks' Most Pressuring Needs
July 12, 2019 | Jost HoppermannBanking applications represent both the banking business itself and the primary touchpoints for customers. Banking technology teams need to be aware of five key trends for 2020 and beyond that will...
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Report Digital Feature Fixes: Take Concrete Steps To Improve Your Digital Banking Capabilities
Learn From The Best Digital Experiences In The Industry
Building great digital banking experiences isn't easy. Some digital banking teams have made preventable mistakes that make digital touchpoints less effective or harder to use than they can be....
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Report Educate Customers To Help Them Make More Confident Banking Decisions
Digital Feature Fix: Help Prospects Understand How Banking Products Work
May 23, 2019 | Alyson ClarkeMost consumers need and want help to understand products and make better financial decisions. Educational tools can engage prospects and further their relationship with the brand. Banks and credit...
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Report Disrupting Finance: Digital Banks
Digital Banks Offer A More Compelling Digital Banking Experience
May 2, 2019 | Aurelie L'Hostis, Benjamin EnsorOver the past decade, a wave of new digital banks like Kakao Bank, Monzo, N26, Nubank, Revolut, and Tinkoff have launched, competing to win customers with better digital customer experiences than...
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Report Use Your Contact Center To Deliver Great Banking Customer Experiences
Great Customer Service Does Not Happen By Chance
April 4, 2019 | Aurelie L'HostisWe surveyed and interviewed executives at retail banks to understand the state of contact centers and customer service in retail banking. This report examines the findings from our survey and...
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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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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 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...