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1 week ago | 
forrester.com | Stephanie Balaouras |Meng Liu
Forrester is delighted to announce the opening call for our annual Security & Risk Enterprise Leadership Award. This award recognizes organizations that have transformed their security, privacy, and risk management functions into capabilities that fuel the organization’s reputation for trust and its long-term success. In this era of volatility, a reputation for trust is essential. Our award is unique because it:Celebrates the organization, not a single individual.
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2 weeks ago | 
forrester.com | Meng Liu |Angelina Gennis |Dipanjan Chatterjee
When discussing digital transformation and innovation with clients in the banking and financial services (FS) sector, identity verification (IDV) often tops their agenda. A seamless digital onboarding experience is crucial, and it can determine whether a customer proceeds with or abandons a new banking relationship.
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1 month ago | 
forrester.com | Craig Le Clair |Meng Liu |Laura Ramos
Change isn’t just hard — it’s a continuous battle, and one that automation will make more intense and frequent. And if you think you’re prepared for automation’s pace of change that is coming, you’re already behind. We’ve barely grown comfortable with the past few years’ changes — remote work, video calls, hybrid chaos — and that’s just the warm-up.
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1 month ago | 
forrester.com | Meng Liu |Laura Ramos
In the dynamic world of finance, artificial intelligence (AI) is transforming accounts receivable (AR) processes, driving efficiency and accuracy like never before. Our latest report, “Top AI Use Cases for Accounts Receivable Automation in 2025,” explores the groundbreaking ways AI is reshaping AR, from collection management to electronic invoice presentment.
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1 month ago | 
forrester.com | Laura Ramos |Oliwia Berdak |Meng Liu
Last week we published two data snapshot reports from our Forrester’s State Of Customer Engagement Survey, 2024. Focused on US-based respondents at B2B firms who primarily sell software, these short reports give bit of a unique look into the more sophisticated side of customer engagement. They highlight some generative AI findings, technology usage, and a (possible?) connection between the two that I’d like to begin exploring in this post.
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1 month ago | 
forrester.com | Meng Liu |Julie Mohr |Charlie Dai
Our latest report, “Top AI Use Cases for Accounts Payable Automation in 2025,” delves into the transformative power of AI in Accounts Payable (AP), highlighting the most impactful use cases. Here’s a sneak peek into the future of AP automation. The AI Transformation in Accounts PayableAI is making waves across various AP processes, from invoice data capture to fraud management.
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Jan 10, 2025 | 
forrester.com | Chiara De Gasperin |Phyllis Davidson |Meng Liu
Not long ago, we predicted that 2025 would be another year of customer experience (CX) mediocrity. However, this rather gloomy outlook is also an opportunity for bold leaders keen to buck the trend. Many will aim to do so by doubling-down on digital experiences.
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Jan 6, 2025 | 
forrester.com | Meng Liu |Biswajeet Mahapatra |Xiaofeng Wang
As we step into 2025, the APAC region stands at the forefront of a global financial transformation, with digital wallets and real-time payments reshaping the very fabric of commerce. Exploring the state of digital payments across six key APAC markets: Australia, metro China, Hong Kong Singapore, Malaysia and Indonesia, our latest report offers valuable insights and trends that are shaping the industry. We found that: Buy Now, Pay Later (BNPL) has bounced back.
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Dec 15, 2024 | 
forrester.com | Meng Liu
In an era marked by rapid digital transformation, HSBC has boldly stepped into the future of finance with the introduction of its Gold Token in Hong Kong. In our latest case study report, we dive deep into the key components of HSBC’s Gold Token journey, sharing the strategic insights that have helped the bank advance in the financial services sector.
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Oct 28, 2024 | 
forrester.com | Carlos Casanova |Sam Higgins |Meng Liu
In today’s fast-paced digital landscape, the integration of artificial intelligence (AI) into IT operations (ITOps) is revolutionizing the way that organizations manage and optimize their technology infrastructure. This innovation, known as AIOps (AI for IT operations), is rapidly gaining traction across enterprises worldwide and cutting across industries.
