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Decoding China’s Central Bank Digital Currency

Forrester IT

The digital yuan, the central bank digital currency (CBDC) of China, has already been tested in several major cities across the country. With further rollouts in 2021/2022, we expect to see this digital currency significantly impact a variety of B2C and B2B industries across financial services, retail, transportation, and entertainment.

Banking 276
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Customers Don’t Think Bank Experiences Are Improving

Forrester IT

So how well do banks earn loyalty with the quality of their customer experience? We’ve just released Forrester’s US Banking Customer Experience Index for 2019. Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference and loyalty, and can charge more for their products.

Banking 219
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Banks Must Align Strategy And Technology To Succeed With Personalization

Forrester IT

Banks need a customer-led strategy to govern cross-functional personalization efforts and to determine the right technology investments.

Banking 195
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Schrodinger’s Open Banking

CIO Business Intelligence

I can’t help but think of open banking in the United States — it’s not here, and, at the same time, it’s very much here. In essence, they’re not waiting for the kind of regulatory open banking mandates that have been handed down in other parts of the world. They’re building their own open banking environment.

Banking 98
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Schrodinger’s Open Banking

CIO Business Intelligence

I can’t help but think of open banking in the United States — it’s not here, and, at the same time, it’s very much here. In essence, they’re not waiting for the kind of regulatory open banking mandates that have been handed down in other parts of the world. They’re building their own open banking environment.

Banking 98
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Amazon Flirts With Banks And Their Customers: Here’s What You Should Do

Forrester IT

Okay, that’s not exactly what’s happening here, but it sure felt like that to many bank executives who heard the […]. Like a football team captain at a junior high dance, Amazon just sauntered up to a big group of people and started dropping hints about its sweet moves on the dance floor.

Banking 339
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High Levels Of Trust Elude US Financial Services Firms Again

Forrester IT

Only US banks managed a measurable improvement in average trust scores, and even that […] 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 424