Forrester eCommerce

FEBRUARY 25, 2021

Digital transformation is coming to Corporate Banking. Corporate banking today is antiquated due to its highly customized and complex product offerings; lack of challengers to drive innovation; and strong barriers to switching for clients. Enterprise clients have lived with a sub-par experience for far too long.

Banking 373

Banking Retail Customer Financial Services 373

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 482

Banking Financial Services Technology Customer 482

Forrester eCommerce

OCTOBER 3, 2023

Mobile banking matters more than ever in the US and Canada. Online banking usage is trending down as mobile banking usage and engagement continue to rise. In mobile banking channels, customers demand a widening set of features and services — and these mobile experiences have a major impact on brand perceptions and preferences.

Banking 461

Banking Mobile Channel Customer 461

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 444

Banking Blog Other Financial Services 444

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 419

Banking Consumer Financial Services Customer Experience 419

Forrester eCommerce

NOVEMBER 1, 2023

The year ahead may be relatively uneventful for the banking industry — but don’t count it out. Here are a few of the key trends to look out for.

Banking 468

Banking Customer 468

Forrester eCommerce

JUNE 21, 2022

Mobile banking apps are a crucial component of the overall banking experience. To identify mobile banking best practices, we reviewed the mobile apps of 13 EMEA banking brands in March and April of 2022 for both functionality and user experience.

Banking 370

Banking Mobile Customer 370

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 421

Banking Consumer Customer 421

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

SEPTEMBER 27, 2023

India is emerging as a powerhouse in mobile banking adoption. According to Forrester’s Asia Pacific Consumer 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 388

Banking Mobile Consumer Financial Services 388

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 396

Banking Improvements Recommendation Customer 396

Forrester eCommerce

DECEMBER 12, 2024

This year, major bank failures have been small, so I had to search for the Mary Poppins moment. Still, consumer attitudes about bank failures havent changed. Last year, when Silicon Valley, Signature, and First Republic failed, four out of five US online consumers knew about it. Our September 2024 Consumer Pulse Survey revealed this.

Banking 195

Banking Consumer Financial Services Mobile 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

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

AUGUST 16, 2022

For a large multichannel bank, a 1-point improvement in its CX Index™ score can lead to an incremental $123 million in revenue. For a direct bank, it can lead to an incremental $92 million in revenue. Discover the results of the 2022 CX Index™ for US banks.

Banking 72

Banking Multichannel Improvements Financial Services 72

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

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 397

Banking Mobile Technology 397

Forrester eCommerce

APRIL 3, 2025

I recently spoke with Donald MacDonald, Head of OCBC’s Group Data Office, about the bank’s AI journey. OCBC has emerged as a leader in enterprise AI adoption, seamlessly integrating generative AI across its operations. Q: Donald, OCBC’s success with AI seems to stem from a long-term vision rather than a sudden pivot.

Banking 365

Banking Operations Financial Services Technology 365

Forrester eCommerce

SEPTEMBER 11, 2024

To gauge the ease and effectiveness of mobile banking experiences, Forrester evaluated the smartphone apps of the “big four” Australian banks.

Banking 273

Banking Mobile Financial Services Management 273

Forrester eCommerce

SEPTEMBER 4, 2024

In 2024, European banks joined other regions and industries to see a significant drop – a worrying sign with grave business implications.

Banking 300

Banking Other Customer Experience Customer 300

Forrester eCommerce

JANUARY 29, 2021

We’re hitting the end of January. So, let me ask you, how is that New Year’s resolution coming along? Each year, many consumers vow to change their behavior come January 1, resolving to cut down on social media, eat more healthily, sort out their finances, or — for those in lockdown — go for a […].

Banking 494

Banking Social Media Consumer 494

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

JULY 11, 2024

Explore Forrester’s digital banking processing platforms landscape report, highlighting 26 vendors and the transformative potential of these modern core banking systems for enhanced customer experiences and operational efficiency.

Banking 259

Banking Customer Experience Operations Customer 259

Forrester eCommerce

JUNE 11, 2024

While Money20/20 Europe had a number themes this year – including "A Customer Universe Of One" and "The Business Of Money" – AI and open banking payments did really steal the show.

Banking 259

Banking Payment Services Customer Financial Services 259

Forrester eCommerce

SEPTEMBER 12, 2024

Read this report to understand where European banks’ mobile banking apps excel, where they fall short, and how to strengthen your own apps.

Banking 273

Banking Mobile Financial Services Management 273

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

Retail TouchPoints

FEBRUARY 15, 2024

Starbucks and Bank of America (BoA) have forged a new partnership designed to offer extra rewards to their most loyal customers. can link eligible accounts to earn 2% cash back from Bank of America (on top of the rewards and benefits they already earn on qualifying purchases) and one Star for every $2 spent at Starbucks.

Banking 287

Banking Sporting Goods Customer Consumer 287

Forrester eCommerce

SEPTEMBER 30, 2024

Once again, the banking industry is on the cusp of transformative changes. But they also have the potential to shift the mindset of banking from a product-centric to a relationship-centric approach and earn greater […]

Banking 259

Banking Customer Technology Financial Services 259

Forrester eCommerce

SEPTEMBER 28, 2023

*This blog post is co-authored by Sohm Gough Small and mid-sized businesses (SMBs) have been battered over the past three years by the continuing to face headwinds of inflation, supply chain interruptions, macroeconomic uncertainty, and disruptive technologies that threaten market upheaval.

Banking 448

Banking Supplies Blog Operations 448

Forrester eCommerce

SEPTEMBER 20, 2024

Forrester just published The European Net Promoter Rankings, 2024 with Net Promoter Scores℠ (NPS) for 60 banks across France, Germany, Italy, Spain, Sweden, the UK, Poland and the Netherlands.

Banking 221

Banking Recommendation Customer Experience Consumer 221

Forrester eCommerce

MARCH 17, 2025

Customer experience quality in banking is falling on average, but there are banking brands globally that buck this trend, outshining competitors and continuing to improve their CX performance.

Banking 221

Banking Customer Experience Improvements Customer 221

Forrester eCommerce

OCTOBER 31, 2024

Forrester recently evaluated mobile banking apps in Canada and the US in our latest Digital Experience Review™ (DXR). It shows that: Banks’ apps are barely keeping up with customers’ needs and expectations. Mobile banking usage is rising and evolving, and the pace of change has been accelerating since 2020.

Banking 221

Banking Mobile Customer 221

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 243

Banking Customer Financial Services Customer Experience 243

Forrester eCommerce

SEPTEMBER 18, 2020

Customer service in particular has been under enormous pressure and financial services firms such as Nationwide Building Society in the UK and the Royal Bank of Canada have launched chatbots to deal with the unusually high volume of requests. However, […].

Financial Services 545

Financial Services Banking Customer Technology 545

Retail TouchPoints

NOVEMBER 22, 2024

Here are the top benefits of embracing this approach: Unlocking Access to Engaged Audiences External loyalty programs offer retailers immediate access to vast, established audiences through networks like banks, airlines and travel companies.

Banking 277

Banking Travel Consumer Marketing 277

Forrester eCommerce

DECEMBER 4, 2024

The Forrester Wave™: Digital Banking Processing Platforms, Q4 2024 evaluates the top DBPPs driving digital transformation in banking. Successful digital transformation involves more than just impressive front-end applications. It requires overhauling a complex web of technology infrastructure and tightly coupled systems.

Banking 195

Banking Technology 195

TalkingRetail

NOVEMBER 10, 2024

The long term increase in… This story continues at Post offices continue to fill the cash gap left by bank closures Or just read more coverage at Talking Retail The total deposits and withdrawals was £3.69bn, which was also the highest since July’s £3.78bn.

Banking 98

Banking Retail 98