Forrester recently presented our Asia Pacific 2017 Predictions at events across Singapore, Sydney, and Beijing, followed by a webinar earlier this week for customers across the region. We shared our view that businesses today are under attack, but not by their competitors. They are under attack from their customers. Three years ago, Forrester identified a major shift in the market, ushering in the age of the customer. Power has shifted away from companies and towards digitally savvy, technology-empowered customers who now decide winners and losers.
Our Empowered Customer Segmentation shows that consumers in Asia Pacific are evolving — and becoming more empowered — along five key dimensions. These five key shifts explain changing consumption trends and lead to a sense of customer empowerment: Consumers are increasingly willing to experiment, reliant on technology, inclined to integrate digital and physical experiences, able to handle large volumes of information, and determined to create the best experiences for themselves.
Every fall, more than a dozen Forrester analysts across multiple roles meet to discuss what executives and leaders at financial services firms should anticipate over the next year. Driven by our ongoing research, the result of this brainstorm is now available as the just-published “Predictions 2017: Pioneering Financial Providers Will Partner With Fintech To Build Ecosystems” report. Forrester clients can read the full predictions report by clicking the button here:
For non-clients, here are three of the 16 predictions we outline in our new report:
Leading providers and fintech firms will partner to build ecosystems. Dynamic ecosystems of value threaten traditional, vertically integrated financial firms that want to stick with the old-school value chain. But ecosystems also offer opportunities to financial providers that think carefully about the roles they want to play in the ecosystem — and by extension, the role they want to play in customers’ lives. Pioneering financial providers like BBVA have built ecosystems with fintech firms like OnDeck, and we predict that in 2017, more leading firms will follow suit and build dynamic ecosystems of value.
You've been creating digital customer experiences for years now. You've built a successful app. You’ve assembled a martech/adtech stack. You may even have started swinging at omnichannel delivery or harnessed AI or piloted a connected product. So it’s time to declare victory on digital transformation, right?
As a preview of the report, here are two of our predictions for 2016:
APIs and open platforms will take center stage. APIs are becoming the most powerful technology in digital business design. Done right, APIs open new angles for business strategy. Financial services providers have been relatively slow to recognize and act on APIs as an opportunity to transform their businesses and, ultimately, better win, serve, and retain customers.* This will change in 2016, as digital executives collaborate with CIOs to champion big investments in internal, B2B, and product APIs. APIs won’t only help firms increase agility and provide services to clients and partners: They will enable financial firms to build dynamic ecosystems of value, reconnecting a fragmented value chain. They will be part of a wider, and longer-term, shift to open platforms as the foundation of digital financial services strategy.
How will digital disrupt the financial services industry over the next 10 years?
Over the past couple of days, I’ve been meeting with clients at Forrester’s Forum For Technology Leaders in Orlando. Clients mostly want to know how digital will impact their business. My approach in responding to this question is to think like the CEO of the company in question: First, understand the customer’s desires; then figure out how those desires can best be met profitably — I imagine how future technology changes might create new sources of customer value.
We’ve already seen massive change in the financial services sector: Technology is dramatically changing our customer experience and helping firms educate their customers. What more is yet to come? And what will companies need to do to win customers in the future?
While this is a complex question, it’s not hard to imagine a very different reality to the one that exists today:
Now we’ve taken a look at 2015 and predicted a dozen ways digital banking will change in the coming year.* At the center of these predictions is what Forrester calls the age of the customer: A 20-year business cycle in which the most successful enterprises reinvent themselves to systematically understand and serve increasingly powerful customers. To succeed in the age of the customer, digital bank executives must work with partners across their organizations to use business technology — which Forrester defines as technology, systems, and processes to win, serve, and retain customers — to deliver more compelling customer experiences to bank customers.
December 26th at my house was probably a lot like it was at yours: We ate leftovers; we binge-watched shows we’d missed earlier this year; and we played with toys. Not kids’ toys—tech toys. The one we played with most is also the one I spent the most time researching before I bought it: the 3D printer.
Between printing demo pieces and whistles, I checked out my favorite sites to see if any new stories had been posted over the holiday. One of them appears to have implemented a cookie-based content targeting strategy, as both its tech and design sections were packed with headlines about 3D printing. I was pleased to see this attempt at relevance, but it failed in my case. Why? Because it was too one-dimensional.
By just looking at my recent cookies, an automated system could conclude that I’m interested in 3D printing in the abstract. But in fact, I was just trying to learn everything I could in order to make the most informed purchase. If the targeting strategy had taken into consideration the timing of those cookies (I only ever dug into the topic between Thanksgiving and the second week of Dec), my affinity data from Facebook and other social networks, and my long-standing content habits, I would probably have ended up with headlines related to smartphones, tablets, and wearables: things I’m more interested in now that my Christmas shopping is done. 3D printing headlines may have seemed more relevant, but they didn't get a single click from me.
Now that we’ve been back from the holidays for a month, I’d like to round out the 2013 predictions season with a look at the year ahead in server virtualization. If you’re like me (or this New York Times columnist), you’ll agree that a little procrastination can sometimes be a good thing to help collect and organize your plans for the year ahead. (Did you buy that rationalization?)
We’re now more than a decade into the era of widespread x86 server virtualization. Hypervisors are certainly a mature (if not peaceful) technology category, and the consolidation benefits of virtualization are now uncontestable. 77% of you will be using virtualization by the end of this year, and you’re running as many as 6 out of 10 workloads in virtual machines. With such strong penetration, what’s left? In our view: plenty. It’s time to ask your virtual infrastructure, “What have you done for me lately?”
With that question in mind, I asked my colleagues on the I&O team to help me predict what the year ahead will hold. Here are the trends in 2013 you should track closely:
Consolidation savings won’t be enough to justify further virtualization. For most I&O pros, the easy workloads are already virtualized. Looking ahead at 2013, what’s left are the complex business-critical applications the business can’t run without (high-performance databases, ERP, and collaboration top the list). You won’t virtualize these to save on hardware; you’ll do it to make them mobile, so they can be moved, protected, and duplicated easily. You’ll have to explain how virtualizing these apps will make them faster, safer, and more reliable—then prove it.
At a CIO roundtable that Forrester held recently in Sydney, I presented one of my favourite slides (originally seen in a deck from my colleague Ted Schadler) about what has happened r.e. technology since January 2007 (a little over five years ago). The slide goes like this:
Source: Forrester Research, 2012
This makes me wonder: what the next five years will hold for us? Forecasts tend to be made assuming most things remain the same – and I bet in 2007 few people saw all of these changes coming… What unforeseen changes might we see?
Will the whole concept of the enterprise disappear as barriers to entry disappear across many market segments?
Will the next generation reject the “public persona” that is typical in the Facebook generation and perhaps return to “traditional values”?
How will markets respond to the aging consumer in nearly every economy?
How will environmental concerns play out in consumer and business technology purchases and deployments?
How will the changing face of cities change consumer behaviors and demands?
Will artificial intelligence (AI) technologies and capabilities completely redefine business?
I love this time of year. As a real nostalgic I enjoy all these ‘best of 2011’ lists and ‘year in review’ overviews and it feels there are more every year. In the past two weeks we also have been bombarded with opinions about the developments in the market insights industry in 2011, as well as what people expect to happen in 2012 (and beyond). We’ve seen Twitter 2011 reviews, crowd sourcing activities, expert views, and so on. And I read them all. However, I do this with my favorite end of year activity playing in the background: The Top2000. This is an annual five day event that counts down the 2,000 best records ever produced - as voted by 3 million Dutch adults.