Forrester eCommerce

SEPTEMBER 26, 2023

Our annual CX Index benchmarking study conducted in Malaysia since 2021 answers the question, “Which banks in Malaysia provide the best customer […]

Banking 387

Banking Improvements Recommendation Customer 387

Forrester eCommerce

FEBRUARY 21, 2023

Over three quarters of banks are increasing their spending on emerging technologies, creating the potential for hype and fear of missing out. Forrester identified nine emerging technologies that should be on the list of every bank, either now or later.

Banking 370

Banking Technology Customer 370

Forrester eCommerce

APRIL 22, 2021

Significant gaps continue to exist in private banking, forcing firms to rethink pricing and organizational models. As a result, high-net-worth clients are not fully benefiting from some of the digital innovations that are changing how customers interact with their private banks.

Banking 539

Banking Customer Financial Services Customer Experience 539

Forrester eCommerce

JULY 29, 2020

Forrester’s view on the future of banking is here – examining the changes that we expect to play out over the next decade of retail banking. The drivers of the future are evolutions of the past – some playing out now, others that will be far more prominent by 2025 and table stakes by 2030. […].

Banking 536

Banking Other Retail Financial Services 536

Forrester eCommerce

FEBRUARY 9, 2023

India’s central bank, Reserve Bank of India (RBI), is now focusing on Central Bank Digital Currency (CBDC). The world of money is changing, and India has made impressive progress toward innovations in digital payments. Things have been a little hazy around the use of cryptocurrencies in India.

Digital Currency 352

Digital Currency Banking Cryptocurrencies Payment Services 352

Forrester eCommerce

OCTOBER 30, 2023

Recently, the Reserve Bank of India (RBI) has imposed a ban on Bank of Baroda’s mobile banking app – BoB World. But why did this happen, and what can we learn from it? Let us dive into the details. This unsettling issue involved a series of actions which led to fraudulent actions by some of […]

Banking 388

Banking Mobile Technology 388

Forrester eCommerce

MARCH 28, 2023

The banking crisis will send ripples through the tech industry and budgets, which have already been weakened by layoffs in the first quarter of 2023.

Banking 361

Banking Information Technology 361

Forrester eCommerce

JULY 26, 2023

Corporates source these cash management services from their corporate banking partners. Banks on the other […] In such an environment, it is imperative that they manage their cash flows well to finance their growth ambitions and mitigate financial risks.

Banking 195

Banking Management Other Customer 195

Forrester eCommerce

DECEMBER 18, 2023

Customers in France, Italy, Spain, in the UK generally rate their trust towards their bank as "weak" or - at best - moderate.

Banking 228

Banking Customer Financial Services Customer Experience 228

Forrester eCommerce

NOVEMBER 7, 2022

Functionality in retail and corporate banking is not highly differentiating anymore. In the future, only those that can support partner solutions in their ecosystem seamlessly can fully cope with banking industry's expanding requirements.

Banking 195

Banking Technology Retail Financial Services 195

Forrester eCommerce

FEBRUARY 9, 2023

It’s no secret that in today’s business climate, corporate banks are feeling the squeeze. Now is the time when corporate banks change the way they serve clients. They struggle with an installed base of pre-modern applications and archaic processes.

Banking 195

Banking Financial Services Customer Experience Customer 195

Forrester eCommerce

SEPTEMBER 27, 2023

India is emerging as a powerhouse in mobile banking adoption. According to Forrester’s Consumer Asia Pacific Survey, 2023, a staggering 87% of online Indian adults expressed their desire to do all their banking on a smartphone. This statistic marks the highest percentage among the countries surveyed in the Asia Pacific region.

Banking 195

Banking Mobile Consumer Financial Services 195

Forrester eCommerce

NOVEMBER 2, 2021

To compete and survive in an increasingly unpredictable, post-pandemic world, banks will invest heavily in technology, talent, and sustainability in the coming year.

Banking 366

Banking Technology Financial Services Operations 366

Forrester eCommerce

APRIL 15, 2020

As Australian banking leaders roll out initiatives to help consumers and small business owners cope with the fallout from the coronavirus, they also face an impending deadline: to make consumer data available by July this year. Although open banking was announced two years ago, most Australian banks […].

Banking 405

Banking Consumer Financial Services Customer Experience 405

Forrester eCommerce

APRIL 23, 2020

What do consumers expect from their banks in response to the COVID-19 pandemic? We interviewed 40 customers of 14 banks to find out. We also asked them what they think of how their banks are handling the crisis so far. Their responses show that many banks are missing the mark by making COVID-19 content hard […].

Banking 497

Banking Consumer Customer Customer Experience 497

Forrester eCommerce

DECEMBER 8, 2020

In a landmark announcement made on December 4, 2020 Singapore’s Monetary Authority (MAS) awarded banking licenses to four players, two of which will serve the retail banking market using a digital full bank license (DFB). known for […].

Banking 300

Banking Telecommunications Marketing Retail 300

Forrester eCommerce

AUGUST 5, 2020

As discussed in Forrester’s recent research on the future of banking, success for many banks will come from powering products and distributing through others’ marketplaces. Late last year, I blogged about Google’s move into banking and […]. And Google is now moving ahead with its plan to launch one of those marketplaces.

Banking 433

Banking Blog Other Financial Services 433

Forrester eCommerce

AUGUST 7, 2020

A few days ago, I discussed application architecture in banking with a banking software vendor. Starting from there, we had a look at that vendor’s core banking solutions and further back-end systems such as trade finance. The vendor quickly suggested that its solutions align with Forrester’s concept of a lean core.

Banking 468

Banking Financial Services Technology Customer 468

Forrester eCommerce

JULY 25, 2022

When a customer opens a mobile banking app, they are usually trying to complete a specific task: paying a bill, seeing how much money they have left for the month, finding a recent transaction, requesting money from a friend, etc. But banking customers increasingly want more and better features on these apps.

Banking 312

Banking Mobile Customer Technology 312

Forrester eCommerce

MARCH 31, 2021

In our 2020 European Banking Customer Experience Index (CX Index™), mutuals and direct banks outperformed traditional banks in terms of CX in the UK, France, Italy, and Spain. Because mutuals and direct banks excel at the three E’s of customer experience: ease, effectiveness, and emotion. But they do it differently.

Banking 265

Banking Customer Experience Customer 265

Forrester eCommerce

JULY 30, 2020

Leading banks are pivoting and rebooting their strategy — capitalizing on the pace of change and innovation and setting their course for the next decade. By 2030, banking will be invisible, connected, insights-driven, and purposeful.

Banking 371

Banking Financial Services Customer Experience Mobile 371

Forrester eCommerce

JULY 7, 2022

While the Hong Kong market is mature in terms of traditional banking products, Forrester has found that digital banking’s pre-sale and post-sale journeys there lag those in other advanced economies. Forrester […].

Banking 195

Banking Operations Marketing Other 195

Forrester eCommerce

SEPTEMBER 28, 2018

Digital banks are not eating the incumbent banks’ lunch (yet!) but they’re certainly demonstrating voracious appetite. In the UK, Monzo recently hit the one million customer mark, whilst Revolut has almost tripled its customers to 2.8 million in a year.

Banking 418

Banking Payment Services Mobile Operations 418

Retail TouchPoints

JANUARY 24, 2023

JPMorgan Chase , Bank of America , Wells Fargo and the four other banks behind the money transfer network Zelle are developing a digital wallet to challenge the dominance of PayPal and Apple Pay. The banks expect to enable 150 million debit and credit cards for use within the wallet when it rolls out in the second half of this year.

PayPal 305

PayPal Banking Merchant Services Payment Services 305

Forrester eCommerce

JULY 15, 2020

How we bank has also changed dramatically. It’s mid-July 2020, and the world is a very different place than it was six and a half months ago! Just think of the ways we now interact with each other, carry out our daily activities, and buy and pay for products and services. With social distancing rules and […].

Banking 284

Banking Mobile Other Financial Services 284

Forrester eCommerce

JUNE 11, 2020

As Japanese leading banks roll out initiatives to help consumers and SMEs cope with the fallout from the COVID-19 pandemic, they also face an urgent need for digital transformation to serve […]. It has been a year since Japan moved to a new era: “Reiwa” and quite a lot has happened during the past 12 months.

Banking 416

Banking Consumer Customer 416

Forrester eCommerce

SEPTEMBER 11, 2020

A few days ago, Forrester published two Forrester Waves, one focusing on retail banking, the other on corporate banking. With these Forrester Waves, we separated off-the-shelf banking back ends for retail and corporate banking for the first time.

Banking 322

Banking Retail Other Customer Experience 322

Forrester eCommerce

AUGUST 12, 2020

For over a decade, Forrester has conducted an annual review of banks’ mobile apps. My colleague Gina Bhawalkar and I recently published our most recent research, in which we evaluated and scored the mobile banking experiences on more than a dozen banking brands’ apps across the US and Canada.

Banking 353

Banking Mobile Financial Services Customer Experience 353

Forrester eCommerce

JULY 13, 2021

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.

Digital Currency 265

Digital Currency Banking Financial Services B2C 265

Forrester eCommerce

JANUARY 28, 2021

Banks are transforming their organizations with digital technologies. Forces such as emerging technology, fintechs, changing customer behavior, and the decomposition of the banking industry are influencing banking technology investment trends. To learn how banks are planning to prioritize their technology […].

Banking 292

Banking Technology Customer Financial Services 292

Forrester eCommerce

JULY 16, 2020

COVID-19 is recasting the foundations of the future of banking and reshaping the digital agenda and priorities for many banks. Alyson Clarke and I have been interviewing financial services experts around the globe as part of our upcoming research report on the future of banking. We see four clear themes forming in the research.

Banking 265

Banking Financial Services Customer Loyalty Customer Experience 265

Forrester eCommerce

AUGUST 28, 2019

It is the first time that Forrester has evaluated banks in Hong Kong SAR, the famous world finance hub. We benchmarked the usability and functionalities of five mobile banking apps in Hong Kong: Bank of China (BoC), Bank of East Asia (BEA), DBS Bank Hong Kong, HSBC, and Standard Chartered Bank.

Banking 246

Banking Mobile Customer 246

Forrester eCommerce

JULY 1, 2022

Application architectures in banks cannot afford to treat product-centricity as a stepchild, but need to focus on it as much as on customer-centricity. Product externalization helps banks move in this direction.

Banking 195

Banking Customer Management Technology 195

Forrester eCommerce

JUNE 15, 2022

The digital transformation of retail banking has been ongoing for the last few years. Banks have transformed retail banking to offer enhanced digital experiences, digitize operations, build digital ecosystems, and drive digital innovation. Now, the same digital urgency is reaching corporate banking.

Banking 195

Banking Operations Retail Customer 195

Forrester eCommerce

MARCH 27, 2023

Read on for a look at Forrester’s evaluation of the 13 most significant open banking intermediaries: The Forrester Wave™: Open Banking Intermediaries, Q1 2023.

Banking 195

Banking Payment Services Financial Services Information 195

Forrester eCommerce

JUNE 12, 2019

Following in Hong Kong’s footsteps, Singapore’s regulator – Monetary Authority of Singapore (MAS) – has confirmed that it is currently studying the possibility of issuing digital-only banking licenses to organizations with a “non-bank” parentage, which was first reported on May 7th, 2019 by various news outlets.

Banking 371

Banking Customer 371

Forrester eCommerce

DECEMBER 4, 2018

After a few quiet years, Thought Machine, the fintech behind a new core banking platform called Vault, is stealing the limelight, first with its announcement of a strategic partnership with Lloyds Banking Group, then with a similar partnership with the digital bank Atom. We […].

Banking 348

Banking Financial Services 348