Forrester's Customer Insights

SEPTEMBER 19, 2023

US financial services brands are struggling to earn high levels of customer trust. Forrester’s Financial Services Customer Trust Index (FS Trust Index) revealed that customer trust in US financial services firms in 2023 was relatively weak and largely unchanged from 2022.

Financial 55

Financial Banking Measurement Brands 55

Forrester's Customer Insights

OCTOBER 16, 2023

According to Forrester’s Marketing Survey, 2023, financial services marketers in Asia Pacific (APAC) find improving marketing’s ROI or effectiveness more difficult than their peers in other regions and industries.

Financial 57

Financial Marketing B2C Technology 57

Totango

JUNE 1, 2021

By sharing the insights of these multi-dimensional data streams across your enterprise, you increase accountability for the customer experience and create a customer-centered enterprise that is poised to effectively deliver customer lifetime value. Understanding Customer Success Data.

Customer Insights 69

Customer Insights Software How To Touchpoint 69

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. How Net Promoter Companies Thrive in a Customer-Driven World. But ensure that both NPS and journey analytics are part of your customer insights program.

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

Kerry Bodine

MAY 3, 2019

If you read my last post , you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. How Net Promoter Companies Thrive in a Customer-Driven World. But ensure that both NPS and journey analytics are part of your customer insights program.

NPS 120

NPS Analytics Customer Insights Net Promoter Score 120

Think Customers

OCTOBER 28, 2020

For financial institutions, what was a slow shift toward mobile banking, contactless transactions, and digital insurance sped up when COVID-19 reinforced the need for fast, secure, and remote access to funds and financial information. reaching a live agent, making a deposit) and eliminate as many as possible.

Financial 52

Financial Insurance Banking Customer Journeys 52

Beyond Philosophy

MAY 7, 2022

Shaw is Founder and CEO of Beyond Philosophy LLC , which helps organizations unlock growth by discovering customers’ hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Follow Colin on LinkedIn and Twitter.

Customer Insights 78

Customer Insights Voice of Customer Insurance Contact Center 78

InMoment XI

JANUARY 12, 2023

For several years, it was also one of four economic pillars (along with customer acquisition , customer retention, and lowering cost to serve) my colleagues and I used to frame customer experience (CX) programs for our clients. And, while surveys will continue to be important, they only give you part of the picture.

Social Media 529

Social Media Tips Customers Customer Retention 529

CX Centric

JANUARY 4, 2021

There has been a lot of change in the Financial Services industry over the last 10 years. Financial Services providers need to come up with new innovative solutions for their clients. Customers appreciate and expect innovation, and failing to compete in this area results in loss of business.

Financial 98

Financial Technology Banking Customer Centricity 98

Forrester's Customer Insights

MAY 15, 2020

A new crop of challenger brands, such as Alibaba, Amazon, Apple, Google, Starbucks, T-Mobile, Tencent, and Walmart, are on the prowl in the financial services category. And that should have traditional financial brands worried — very worried.

Financial 52

Financial Brands Banking B2C 52

Forrester's Customer Insights

JANUARY 10, 2024

Organizations that are advanced in their digital measurement practices track their performance through: digitally-sourced revenues, digitally-impacted costs, digitally-enhanced operations, and digitally-satisfied customers. Digital leaders from financial institutions (FIs) including banking, insurance, and wealth management can […]

Financial 33

Financial Banking Insurance Measurement 33

InMoment XI

DECEMBER 13, 2021

After journey mapping and capturing customer insights, InMoment supplements that data with financial, operational, employee, social media, etc. This new approach means reaching for multiple sources of insights and synthesizing that information to allow organizations to take practical action.

Analytics 493

Analytics Data Marketing Customer Journeys 493

Talkdesk

JUNE 22, 2020

The survey was conducted in April 2020 and received almost 100 responses from customer experience leaders and practitioners. The top three operating respondents are from industries like Technology, Financial Services and Services & Delivery.

Customer Insights 62

Customer Insights Travel Hospitality Policies 62

Forrester's Customer Insights

AUGUST 17, 2021

Forrester’s Financial Well-Being Segmentation helps firms better assess their customers’ level of financial resilience and attitude toward their financial situation.

Financial 60

Financial Consumers Customers Customer Experience 60

InMoment XI

OCTOBER 19, 2021

I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals. So, we kinda capture the “voice of the customer”, at least on things that are important to the company, and from those customers that can be bothered to respond.

Analytics 493

Analytics Data Customer Experience Social Media 493

C Space

OCTOBER 8, 2021

C Space announces winners of inaugural Better Why Awards, Merck, McDonald’s, Logitech, ATB financial and Mars Food all scoop prizes. BOSTON, October 8, 2021 – C Space, the global customer agency, has today announced Merck, McDonald’s, Logitech, ATB financial and Mars as the winners of The Better Why Awards.

Financial 69

Financial Banking Customer Centricity Consumers 69

Forrester's Customer Insights

SEPTEMBER 18, 2020

COVID-19 and the associated containment measures are accelerating digital transformation and automation in financial services.

Financial 72

Financial Chatbots Banking Measurement 72

Forrester's Customer Insights

SEPTEMBER 28, 2021

Banks and other financial services firms always ask: “What are the others doing?” They leverage the answer to this question to assess their overall strategic position, compare their key challenges with those of others, and plan for the transformation of their application landscape to a more powerful customer-centric approach.

Financial 49

Financial Banking Survey Customer Centricity 49

Lumoa

NOVEMBER 7, 2022

7 Customer Experience Trends to Know in 2023 Here are seven trends that will keep your customer experience strategy on top. #1 1 Customer insights are a company-wide resource Even just a few years ago, customer insights or feedback were collected and owned solely by the CX or marketing team.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

Forrester's Customer Insights

MAY 18, 2020

Even before the COVID-19 outbreak, our research showed that Canadian consumers were facing multiple financial challenges and were worried about their financial situation.

Financial 58

Financial Consumers Survey Customer Centricity 58

Totango

JUNE 25, 2019

By sharing the insights of these multi-dimensional data streams across your enterprise, you increase accountability for the customer experience and create a customer-centered enterprise that is poised to effectively deliver customer lifetime value. Voice of Customer: Survey responses and satisfaction scores.

Customer Insights 68

Customer Insights Software How To Touchpoint 68

Forrester's Customer Insights

AUGUST 6, 2020

Putting financial well-being at the core of their strategy is critical to financial services firms’ ability to win, serve, and retain customers. To develop their financial well-being program, financial services providers are evaluating and adopting a range of contributing technologies.

Financial 62

Financial Technology Strategy Insurance 62

Forrester's Customer Insights

JUNE 19, 2019

Business leaders in the financial services (FS) industry are used to tracking success with measures that reflect shareholder, investor and market regulator values like return on equity, net profit, assets under management and capital adequacy ratio. This is the ‘money story’.

Financial 48

Financial Measurement Customer Engagement Engagement 48

Forrester's Customer Insights

JUNE 27, 2023

We have launched the European Financial Services Customer Trust Index, 2022. Sadly, customers in France, Germany, Italy, and the UK generally rate their trust toward their banks as weak or — at best — moderate.

Financial 26

Financial Banking Customers Brands 26

Forrester's Customer Insights

MAY 1, 2023

Financial services (FS) firms are no strangers to innovation. Deep pockets and customer pressure to continually differentiate means that new digital capabilities are constantly in development. Still, this process is not unfettered.

Financial 26

Financial Innovation Analysis Banking 26

Forrester's Customer Insights

JUNE 14, 2023

Our data at Forrester backs this up: Industry solutions grow at a compounded annual growth rate of 13.9%, a rate faster than horizontal customer experience tech. At Forrester, we see financial services firms […]

CRM 26

CRM Financial Industry Data 26

Forrester's Customer Insights

FEBRUARY 28, 2023

I’ve been working with a long list of financial services companies from various subsectors on their cloud strategies. It’s been a long road for financial services and cloud. Financial services have […] Each wants to know how to best take advantage of cloud while meeting stringent (and shifting) regulatory requirements.

Financial 26

Financial Meeting Strategy Company 26

Wired and Dangerous

OCTOBER 19, 2015

When the session ended, a senior bank executive who had observed the session on the other side of a one-way glass asked to speak to the customer. When the noticeably interested executive began seeking to learn more about the customer’s details, she broke into sobs. They never make promises to customers they cannot or do not keep.

Customer Insights 70

Customer Insights Sports Banking Groups 70

Forrester's Customer Insights

MAY 8, 2023

Earning and defending customers’ trust, considering the current volatility in financial markets, the infamous downfall of Credit Suisse, the collapse of First Republic Bank, and the ongoing banking scandal in China, requires a special commitment, not lip service.

Financial 26

Financial Banking Insurance Customers 26

AWS Machine Learning

NOVEMBER 15, 2023

An established financial services firm with over 140 years in business, Principal is a global investment management leader and serves more than 62 million customers around the world. About Principal Financial Group Principal Financial Group and affiliates, Des Moines IA is a financial company with 19,000 employees.

Financial 111

Financial Omni-Channel Groups Analytics 111

Forrester's Customer Insights

FEBRUARY 5, 2023

Financial services (FS) firms are actively participating in it, increasingly commercializing their data to create new revenue streams and expand business opportunities. Danny Mu and I have recently published a report, The State Of Data Commercialization In China’s Financial Services Industry, which presented current trends […]

Financial 26

Financial Industry Data Trends 26

Forrester's Customer Insights

SEPTEMBER 9, 2021

To help financial services firms understand where French consumers stand on the financial well-being spectrum, Forrester surveyed 2,592 French online adults in 2020.

Financial 41

Financial Survey Consumers Customer Experience 41

Forrester's Customer Insights

NOVEMBER 8, 2022

How successful have financial services firms been in garnering the trust of their customers amidst inflation and market volatility? Not very successful, it seems.

Financial 26

Financial Banking Insurance How To 26

Forrester's Customer Insights

NOVEMBER 8, 2022

How well did US financial services firms rank in terms of customers’ trust in 2022? Our new research reveals the scores and rankings of 54 US brands across auto and home insurance, banking, credit card issuers, and investment firms, analyzed as part of Forrester’s US Financial Services Trust Index, 2022.

Financial 26

Financial Brands Insurance Banking 26

Forrester's Customer Insights

APRIL 19, 2021

Even before the onset of the COVID-19 pandemic, consumers were already facing multiple financial challenges, and many were worried about their financial situation. The pandemic has impacted consumers’ finances further, with many lacking financial resilience and confidence in their financial future.

Financial 26

Financial Consumers Customers Customer Insights 26

Totango

JUNE 25, 2019

By sharing the insights of these multi-dimensional data streams across your enterprise, you increase accountability for the customer experience and create a customer-centered enterprise that is poised to effectively deliver customer lifetime value. Voice of Customer: Survey responses and satisfaction scores.

Customer Insights 49

Customer Insights Software How To Touchpoint 49

Forrester's Customer Insights

OCTOBER 2, 2023

Product experts have gained influence with B2B buyers as they face financial constraints. Explore key insights from Forrester’s latest Buyers’ Journey Survey.

Financial 28

Financial B2B Survey Marketing 28