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Posted by Brad Strothkamp on February 5, 2010
2010 marks my fifth year with Forrester Research. Over the last five years, I have had a chance to work with many, many financial service firms. While I will openly admit that I am biased towards the Web, the past year provided more evidence than ever about the growing importance of the Web channel.
Conversations with clients these days are equally weighted around sales and service - a change from five years ago when it was almost always about service. This shift is important because it changes the role of the channel from just a cost-reduction channel to one that can move the needle on revenue. And when the focus changes towards revenue, senior executives stand up and take notice.
With all this mind, I recently published my view on trends in 2010. VIEW TRENDS 2010
Based on the trends outlined in the doc, I see three key areas of focus for 2010
I welcome your comments and feedback either here or via Twitter: www.twitter.com/strothkamp