Forrester's Customer Insights

JULY 30, 2020

Leading banks are pivoting and rebooting their strategy — capitalizing on the pace of change and innovation and setting their course for the next decade. By 2030, banking will be invisible, connected, insights-driven, and purposeful.

Banking 49

Banking 2030 Connections Insights 49

West Monroe

JANUARY 25, 2022

It is also assumed that M&A will be a hot topic in 2022 as banks look for new growth opportunities and to increase the speed at which they can invest and scale their technology platforms. Payment and monetary disruption: the rise of crypto in mainstream banking. This outlook will not include an analysis of M&A trends.

Banking 52

Banking 2022 Financial Multi-Channel 52

Comm100

MAY 4, 2023

Digital banking provides a host of benefits for the end user, from convenience and 24/7 availability to lower costs. However, there is one factor that can be lost within digital banking which many customers still long for. Personal, human interactions. This is where live chat comes in. Live chat can be very personal.

Banking 52

Banking Customer Experience Multi-Channel Financial 52

West Monroe

DECEMBER 11, 2022

This means that at a time when banks are poised to generate “cycle” high-net interest margins, they’re instead forced to prepare for volatility: increasing loan loss reserves, optimizing their workforce, and scrounging for deposit bases. Facing an economic downturn, banks should play offense.

Banking 52

Banking Marketing 2008 Financial 52

SurveySparrow

APRIL 21, 2022

This customer feedback device can be on a stand or kiosk in a prominent position. It is ideal for locations that get a lot of footfalls (like malls, airports, banks, etc.). Get insights on the effectiveness of their lectures and the current courses. Kiosk Terminal. Analyze student feedback about the professors and coaches.

Customer Insights 52

Customer Insights Insights Transportation E Commerce 52

Comm100

MAY 5, 2022

Digital technology has transformed customer expectations in recent years, and the banking industry is now playing catch-up. Live chat is being introduced across the banking industry to offer customers a more flexible way to connect, but there’s still room for improvement. Top 5 benefits of banking AI chatbots.

Banking 52

Banking ROI Books Omnichannel 52

InMoment XI

NOVEMBER 20, 2023

How AI can improve Customer Experience (CX) Artificial Intelligence for Customer Experience is the use of technology and machine learning to enhance customer experiences. AI-driven insights provide consumer behaviors and preferences, as well as uncover new trends and overall a more personalized experience.

Customer Experience 324

Customer Experience E Commerce E-support Social Media 324

ijgolding

MAY 6, 2020

This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. Budapest Bank had actually started its customer experience program at the end 2015. customer insight. governance.

Banking 93

Banking Customer Experience Customer Centricity Download 93

Forrester's Customer Insights

OCTOBER 3, 2023

Mobile banking matters more than ever in the US and Canada. Online banking usage is trending down as mobile banking usage and engagement continue to rise. In mobile banking channels, customers demand a widening set of features and services — and these mobile experiences have a major impact on brand perceptions and preferences.

Banking 59

Banking Brands Engagement User Experience 59

Forrester's Customer Insights

SEPTEMBER 27, 2023

India is emerging as a powerhouse in mobile banking adoption. According to Forrester’s Asia Pacific Consumer Survey, 2023, a staggering 87% of online Indian adults expressed their desire to do all their banking on a smartphone. This statistic marks the highest percentage among the countries surveyed in the Asia Pacific region.

Banking 50

Banking 2023 Consumers Customer Centricity 50

Forrester's Customer Insights

JULY 29, 2020

Forrester’s view on the future of banking is here – examining the changes that we expect to play out over the next decade of retail banking. The drivers of the future are evolutions of the past – some playing out now, others that will be far more prominent by 2025 and table stakes by 2030. […].

Banking 71

Banking 2030 2025 Retail 71

Forrester's Customer Insights

SEPTEMBER 26, 2023

How customers perceive a brand influences how much they are willing to spend with the brand; whether they will recommend it to others, and; how likely they are to forgive the brand’s missteps.

Banking 51

Banking 2021 Brands Customers 51

Experience Investigators by 360Connext

APRIL 11, 2023

As an example, when you ask people what they want from a bank, they often say things like ‘security’ but they really want convenience. Today’s assumption is that if you are a reputable bank, there is good security. So what’s the definition of a “quality” customer experience for these banking customers?

Customer Journey Mapping 162

Customer Journey Mapping Banking B2B Definition 162

Forrester's Customer Insights

FEBRUARY 25, 2021

Digital transformation is coming to Corporate Banking. Corporate banking today is antiquated due to its highly customized and complex product offerings; lack of challengers to drive innovation; and strong barriers to switching for clients. Enterprise clients have lived with a sub-par experience for far too long.

Banking 47

Banking Retail Innovation User Experience 47

Forrester's Customer Insights

SEPTEMBER 27, 2023

India is emerging as a powerhouse in mobile banking adoption. According to Forrester’s Consumer Asia Pacific Survey, 2023, a staggering 87% of online Indian adults expressed their desire to do all their banking on a smartphone. This statistic marks the highest percentage among the countries surveyed in the Asia Pacific region.

Banking 26

Banking 2023 Consumers Customer Centricity 26

Forrester's Customer Insights

APRIL 22, 2021

Significant gaps continue to exist in private banking, forcing firms to rethink pricing and organizational models. As a result, high-net-worth clients are not fully benefiting from some of the digital innovations that are changing how customers interact with their private banks.

Banking 71

Banking 2021 Innovation Interaction 71

Lumoa

MAY 16, 2024

Data scientists continuously refine models based on new data and insights. Here, Lumoa provides text analytics services for numerous stakeholders like customer insights professionals and — also — for product teams. Here’s an example of the result for banking mobile application data for the July-September range in 2018.

Banking 83

Banking Books Metrics Measurement 83

ReviewTrackers

MARCH 30, 2017

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: What does banking of the future look like? It will be all about customer relationships. Emphasis on Customer Relationships in Banking.

Banking 50

Banking Social Media Financial Touchpoint 50

Hero Digital

NOVEMBER 4, 2019

Hero Digital , the leading independent customer experience (CX) company, today announced the appointment of Arun Kumar as SVP, Data & Insights. Arun will evolve Hero Digital’s data & insights strategy and capabilities in service to the company’s commitment to creating meaningful customer experiences.

Insights 40

Insights Multi-Channel Banking Brands 40

Thematic

APRIL 21, 2020

This brings its own set of challenges and opportunities for customer insights & analytics leaders. One way we’ve responded at Thematic has been to start hosting virtual roundtable discussions for customer insights and analytics professionals to connect and share how everyone is managing. Business as usual*.

Insights 103

Insights Call Center Feedback Roadmap 103

CSM Magazine

DECEMBER 18, 2018

Explain Market Research, one of the UK’s leading customer insight agencies, has explored how companies turn customers into fans, and banks came out on top. Kim Davis, managing director of Explain, highlights what other companies can learn from the banking industry. throughout the customer journey.

Banking 40

Banking 2010 2017 Customer Journey 40

CX Accelerator

JUNE 8, 2020

In contact centers, where calls are traditionally recorded, there’s a ton of voice of customer insight readily available — one only needs to take the time to listen. The tone of the customer conveyed their sentiment about the issues. Make a phone call to see how they (customers) are doing. Listen to the voice of employee.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

Forrester's Customer Insights

JULY 16, 2020

COVID-19 is recasting the foundations of the future of banking and reshaping the digital agenda and priorities for many banks. Alyson Clarke and I have been interviewing financial services experts around the globe as part of our upcoming research report on the future of banking. We see four clear themes forming in the research.

Banking 35

Banking Financial Connections Brands 35

CX University

JANUARY 30, 2024

While NPS is a valuable quantitative metric, it should be complemented with qualitative insights to provide the necessary context behind the score. CX University encourages organizations to use NPS to identify areas that need improvement and collect customer insights to understand the reasons behind the scores. Healthcare +36.42

Net Promoter Score 52

Net Promoter Score NPS 2023 2024 52

Qualtrics

FEBRUARY 21, 2020

In the decade since the financial crisis brought widespread attention to how the banking industry treated its customers, many banks have made customer experience (CX) transformation a strategic priority. consumers to rate their interactions with 294 organizations across 20 industries, including banking.

Banking 36

Banking Customer Experience Contact Center Customer Journey Mapping 36

Forrester's Customer Insights

SEPTEMBER 11, 2020

A few days ago, Forrester published two Forrester Waves, one focusing on retail banking, the other on corporate banking. With these Forrester Waves, we separated off-the-shelf banking back ends for retail and corporate banking for the first time.

Banking 43

Banking Retail Technology Customer Engagement 43

Forrester's Customer Insights

JULY 26, 2023

Corporates source these cash management services from their corporate banking partners. Banks on the other […] In such an environment, it is imperative that they manage their cash flows well to finance their growth ambitions and mitigate financial risks.

Banking 26

Banking Management Financial Customer Expectations 26

Forrester's Customer Insights

DECEMBER 18, 2023

Customers in France, Italy, Spain, in the UK generally rate their trust towards their bank as "weak" or - at best - moderate.

Banking 30

Banking Customers Financial Brands 30

Thematic

DECEMBER 12, 2023

Qualitative feedback refers to insights gathered through open-ended responses, comments and opinions. This type of feedback provides a more nuanced understanding of customer experiences and needs. Qualitative feedback is important in understanding customer needs. They learn how to enhance customer satisfaction.

Feedback 62

Feedback Social Media Banking Insights 62

COPC

APRIL 1, 2024

Operational efficiency technologies extend to applications that provide real-time analytics, prompts, and AI-driven tools for insights and reporting. AI-powered chatbots can now better understand customer queries and respond in a way that mirrors natural human conversation.

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

Lumoa

APRIL 21, 2022

When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. It was the most “liked” question during our recent webinar – “Using Insights to Hear Your Customers, Engage Your Employees, and Improve Your Profits”. Masses of current, contextual, insightful data.

Banking 83

Banking Customer Satisfaction Webinar Insights 83

Forrester's Customer Insights

FEBRUARY 9, 2023

It’s no secret that in today’s business climate, corporate banks are feeling the squeeze. Now is the time when corporate banks change the way they serve clients. They struggle with an installed base of pre-modern applications and archaic processes.

Banking 26

Banking Financial Innovation Customer Experience 26

Lumoa

DECEMBER 19, 2023

Here are five creative ways to use AI for sentiment analysis: Use AI to detect emotions and provide better support experiences AI tools can assess emotions conveyed in substantial text inputs, such as customer reviews or feedback. AI enhances analysis accuracy and efficiency by delivering real-time insights.

Social Media 83

Social Media Feedback Banking Automotive 83

Forrester's Customer Insights

APRIL 23, 2020

What do consumers expect from their banks in response to the COVID-19 pandemic? We interviewed 40 customers of 14 banks to find out. We also asked them what they think of how their banks are handling the crisis so far. Their responses show that many banks are missing the mark by making COVID-19 content hard […].

Banking 66

Banking Brands Consumers User Experience 66

Forrester's Customer Insights

APRIL 15, 2020

As Australian banking leaders roll out initiatives to help consumers and small business owners cope with the fallout from the coronavirus, they also face an impending deadline: to make consumer data available by July this year. Although open banking was announced two years ago, most Australian banks […].

Banking 54

Banking 2020 Consumers Financial 54

Forrester's Customer Insights

AUGUST 5, 2020

As discussed in Forrester’s recent research on the future of banking, success for many banks will come from powering products and distributing through others’ marketplaces. Late last year, I blogged about Google’s move into banking and […]. And Google is now moving ahead with its plan to launch one of those marketplaces.

Banking 57

Banking Blog Financial Customer Experience 57

Forrester's Customer Insights

AUGUST 12, 2020

For over a decade, Forrester has conducted an annual review of banks’ mobile apps. My colleague Gina Bhawalkar and I recently published our most recent research, in which we evaluated and scored the mobile banking experiences on more than a dozen banking brands’ apps across the US and Canada.

Banking 47

Banking Brands User Experience Financial 47