Expert insights. Personalized for you.
The good news is…we are bringing some warmth and cheer to this cold winter, sharing our 2019 Forrester Banking Wave on Australian Mobile […]. MORE
Many financial services firms say that they are already delivering on personalization and view improving their personalization capabilities and technology further as a top priority. MORE
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. Quite a lot has happened since 2020 started. MORE
Banks across Europe are all working hard to build the killer mobile banking app. They aim to keep pace with their customers’ needs and rising expectations as consumers’ appetite for banking on the go shows no signs of abating. Incumbent banks like […]. MORE
application development & delivery banking digital business financial services mobile appsIf you’re a fan of the old TV show “Happy Days,” you know Fonzie and Potsie. MORE
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. MORE
The other day, I stopped by my bank's ATM to get some cash. After entering my card and PIN and while waiting for my money ( during which I was a captive audience ), I was presented with an ad for a new service from the bank. banking. cross-channel banking. mobile banking. MORE
Bankers around the world are rightly worried about the threats posed by digital disruptors getting in between them and their retail banking customers. MORE
Age of the Customer banking customer experience digital business Europe financial services fintech Innovation Customer Experience (CX) Digital Banking Financial Services financial well being Mobile Banking MORE
Incumbent banks will be challenged on multiple fronts in 2020. age of the customer banking fintech prediction promotedRead our predictions. MORE
TLDR: A slow, fragmented start to open banking, but the pace will accelerate. Banks need to become outside-in fast to thrive with open banking, building operating model competence for an externally oriented business. Few Banks Place Open Banking At […]. banking digital business digital disruption financial services Innovation open data APIs Digital Banking fintech open banking PSD2 MORE
The bigger concern for digital banks, traditional banks, […]. Apple and Goldman Sachs are partnering to deliver a new credit card. The industry seems to be quick to dismiss the partnership, especially the rewards program – but we think they’re missing the bigger picture. There’s an awful lot more at stake here than credit card rewards. MORE
What does it mean, and should traditional banks be worried? age of the customer banking digital business digital disruption fintech Innovation amazon Apple Digital Banking Financial Services innovationGoldman Sachs has already partnered with Apple on its credit card, and we now hear that the firm is close to striking a deal with Amazon on small business lending. Watch the video below to hear my take on why this matters. MORE
(Coauthored with Riccardo Pasto, senior analyst, Nancy Lin, senior research associate, and Han Bao, senior research associate) It is the first time that Forrester has evaluated banks in Hong Kong SAR, the famous world finance hub. age of the customer banking mobile apps MORE
Age of the Customer banking CMO Trends customer centricity customer engagement customer experience digital business EMEA Europe financial services fintech pandemic values-based customer experience Banking covid-19 digital strategy Financial Services financial well being France values-based customer MORE
Can you imagine a digital-only bank has served a hundred million customers within 4 years since its establishment? And the 100 million customers are all un/underserved by traditional banks. Tencent-backed WeBank has achieved this goal and became the largest digital bank in the world. MORE
This is not the first time we’ve seen a telecommunications firm enter the banking space – it’s already been happening for years in Europe and Asia, with large telcos such as Orange and KDDI. And this isn’t T-mobile’s first foray into banking either. So should banks be worried? MORE
… 15 Niche Ecommerce Business Ideas You Can Bank On Read More ». Your dream of sitting on the beach and running a ecommerce business starts with a profitable ecommerce business idea. I’m dreaming. Are you? MORE
We recently published our latest evaluation of the mobile apps of six banks in Mainland China, including: CITIC Bank, China Merchants Bank […]. Mobile apps have become the touchpoint of choice for millions of people to manage their finances, this is especially true for China where the customers are among the most empowered in the world. MORE
The Citizens Challenge, held by Citizens Bank […]. age of the customer APIs & API management banking customer centricity financial services fintechHackathons can be an excellent way for financial services firms to round out their innovation portfolios. MORE
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. MORE
Digital banks are not eating the incumbent banks’ lunch (yet!) banking benchmarks digital business digital money management mobile apps mobile services user experience Banking Digital Banking Industry Wave Mobile Banking MORE
Okay, that’s not exactly what’s happening here, but it sure felt like that to many bank executives who heard the […]. MORE
So how well do banks earn loyalty with the quality of their customer experience? We’ve just released Forrester’s US Banking Customer Experience Index for 2019. Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference and loyalty, and can charge more for their products. Based on a survey of more than 101,000 […]. MORE
On June 6, JPMorgan Chase announced it would be closing its digital-only bank Finn, a little under a year after it was launched. Digital banking is a tough business, and we’ve seen far more examples of failures than successes over the past two decades. MORE
Forrester just published new research outlining the future of small and midsize business banking (also called SME banking to refer to SMEs, or small- and medium-sized enterprises). If you’re an executive at a traditional bank, it contains some grim and gloomy predictions. MORE
Here’s what real-world bank prospects told us about trying to open a checking account: “The website did not fully answer my question. ” “There were so many descriptive words that I had a hard time trying to decide. ” “The checking account page was sort of confusing. […]. MORE
Hemp-derived CBD products: you can’t avoid them anymore. From the CBD edibles at your local pharmacy to the hemp moisturizing… Payments MORE
Even before the COVID-19 outbreak, our research showed that UK consumers were facing multiple financial challenges and were worried about their financial situation. MORE
Spain’s BBVA has come top in Forrester’s global mobile banking app reviews for the third year in succession. Over the past few months, a team of Forrester analysts and other researchers has reviewed the functionality and user experience of 54 leading mobile banking apps from around the world. MORE
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. MORE
Incumbent banks will be challenged on multiple fronts in 2020. age of the customer banking fintech prediction promotedRead our predictions. MORE
(Co-authored with Nancy Lin, Senior Associate) The Hong Kong Monetary Authority (HKMA) recently announced 8 new virtual banking licenses in the market and their operators will all launch new digital-only banks there before or in early 2020. age of the customer banking MORE
[Note: This is about the findings from our US mobile banking reviews and research, if you want to read about what we saw in Canada go here] Mobile apps have become the touchpoint of choice for millions of people to manage their finances. To find out how effectively banks are meeting customers’ expectations, Forrester regularly […]. MORE
age of the customer banking chief information officer (CIO) customer experience customer experience index (CX Index) digital transformation financial services Australia MORE
Take another not-so-random walk with me, this time as my colleague Peter Wannemacher and I explore what makes USAA a standout performer in our Mobile Banking Benchmark assessment. age of the customer banking mobile apps mobile marketingAs we did before when exploring The Home Depot’s success in our “The Forrester Retail Wave: US Mobile Web, Q4 2017” report, we invited executives from USAA […]. MORE
Mobile apps have become the touchpoint of choice for millions of people to manage their finances and Forrester regularly reviews those of leading banks. We just published our latest evaluations of the apps of the big five Canadian banks: CIBC, RBC, BMO, Scotiabank, and TD Canada Trust. Overall, they’ve raised the bar, striking a good […]. age of the customer MORE
Digital banks have disrupted the status quo. Retail banking in the UK has more competition from digital banks than almost any other market, with small business banking a close second. MORE
Principal Analyst Alyson Clarke explains what the move means for banks. Google may offer consumers checking accounts as soon as next year. MORE
It is the first time that Forrester has evaluated banks in Hong Kong SAR, the famous world finance hub. age of the customer banking mobile apps MORE
Forrester has recently kicked off some new research focusing on services and companies that make financial decisions and take action on behalf of consumers. You can take a very short survey on this topic here. I’m psyched to present here our first FORR/3 video episode on this topic (see below)! MORE
Banking Related Topics 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.
Forrester eCommerce
SEPTEMBER 28, 2018
Digital banks are not eating the incumbent banks’ lunch (yet!) banking benchmarks digital business digital money management mobile apps mobile services user experience Banking Digital Banking Industry Wave Mobile Banking
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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.
Forrester eCommerce
AUGUST 28, 2019
It is the first time that Forrester has evaluated banks in Hong Kong SAR, the famous world finance hub. age of the customer banking mobile apps
Forrester eCommerce
FEBRUARY 19, 2019
Bankers around the world are rightly worried about the threats posed by digital disruptors getting in between them and their retail banking customers.
Forrester eCommerce
JUNE 10, 2019
On June 6, JPMorgan Chase announced it would be closing its digital-only bank Finn, a little under a year after it was launched. Digital banking is a tough business, and we’ve seen far more examples of failures than successes over the past two decades.
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Forrester eCommerce
MAY 29, 2019
Banks across Europe are all working hard to build the killer mobile banking app. They aim to keep pace with their customers’ needs and rising expectations as consumers’ appetite for banking on the go shows no signs of abating. Incumbent banks like […].
Forrester eCommerce
OCTOBER 8, 2019
The Citizens Challenge, held by Citizens Bank […]. age of the customer APIs & API management banking customer centricity financial services fintechHackathons can be an excellent way for financial services firms to round out their innovation portfolios.
Forrester eCommerce
SEPTEMBER 20, 2019
(Co-authored with Nancy Lin, Senior Associate) The Hong Kong Monetary Authority (HKMA) recently announced 8 new virtual banking licenses in the market and their operators will all launch new digital-only banks there before or in early 2020. age of the customer banking
Forrester eCommerce
MAY 15, 2019
[Note: This is about the findings from our US mobile banking reviews and research, if you want to read about what we saw in Canada go here] Mobile apps have become the touchpoint of choice for millions of people to manage their finances. To find out how effectively banks are meeting customers’ expectations, Forrester regularly […].
Forrester eCommerce
APRIL 21, 2020
Age of the Customer banking customer experience digital business Europe financial services fintech Innovation Customer Experience (CX) Digital Banking Financial Services financial well being Mobile Banking
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Forrester eCommerce
MARCH 26, 2019
The bigger concern for digital banks, traditional banks, […]. Apple and Goldman Sachs are partnering to deliver a new credit card. The industry seems to be quick to dismiss the partnership, especially the rewards program – but we think they’re missing the bigger picture. There’s an awful lot more at stake here than credit card rewards.
Forrester eCommerce
APRIL 3, 2018
Okay, that’s not exactly what’s happening here, but it sure felt like that to many bank executives who heard the […].
Forrester eCommerce
OCTOBER 1, 2019
So how well do banks earn loyalty with the quality of their customer experience? We’ve just released Forrester’s US Banking Customer Experience Index for 2019. Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference and loyalty, and can charge more for their products. Based on a survey of more than 101,000 […].
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.
Forrester eCommerce
FEBRUARY 3, 2020
Here’s what real-world bank prospects told us about trying to open a checking account: “The website did not fully answer my question. ” “There were so many descriptive words that I had a hard time trying to decide. ” “The checking account page was sort of confusing. […].
Forrester eCommerce
JUNE 4, 2019
application development & delivery banking digital business financial services mobile appsIf you’re a fan of the old TV show “Happy Days,” you know Fonzie and Potsie.
Forrester eCommerce
MARCH 19, 2020
age of the customer banking chief information officer (CIO) customer experience customer experience index (CX Index) digital transformation financial services Australia
Forrester eCommerce
FEBRUARY 4, 2020
What does it mean, and should traditional banks be worried? age of the customer banking digital business digital disruption fintech Innovation amazon Apple Digital Banking Financial Services innovationGoldman Sachs has already partnered with Apple on its credit card, and we now hear that the firm is close to striking a deal with Amazon on small business lending. Watch the video below to hear my take on why this matters.
Forrester eCommerce
MAY 31, 2018
Take another not-so-random walk with me, this time as my colleague Peter Wannemacher and I explore what makes USAA a standout performer in our Mobile Banking Benchmark assessment. age of the customer banking mobile apps mobile marketingAs we did before when exploring The Home Depot’s success in our “The Forrester Retail Wave: US Mobile Web, Q4 2017” report, we invited executives from USAA […].
Forrester eCommerce
NOVEMBER 5, 2019
Incumbent banks will be challenged on multiple fronts in 2020. age of the customer banking fintech prediction promotedRead our predictions.
Forrester eCommerce
NOVEMBER 5, 2019
Incumbent banks will be challenged on multiple fronts in 2020. age of the customer banking fintech prediction promotedRead our predictions.
Forrester eCommerce
APRIL 25, 2018
TLDR: A slow, fragmented start to open banking, but the pace will accelerate. Banks need to become outside-in fast to thrive with open banking, building operating model competence for an externally oriented business. Few Banks Place Open Banking At […]. banking digital business digital disruption financial services Innovation open data APIs Digital Banking fintech open banking PSD2
Forrester eCommerce
JUNE 26, 2019
The good news is…we are bringing some warmth and cheer to this cold winter, sharing our 2019 Forrester Banking Wave on Australian Mobile […].
BigCommerce
SEPTEMBER 9, 2019
Hemp-derived CBD products: you can’t avoid them anymore. From the CBD edibles at your local pharmacy to the hemp moisturizing… Payments
Forrester eCommerce
OCTOBER 2, 2019
Forrester just published new research outlining the future of small and midsize business banking (also called SME banking to refer to SMEs, or small- and medium-sized enterprises). If you’re an executive at a traditional bank, it contains some grim and gloomy predictions.
Forrester eCommerce
SEPTEMBER 24, 2019
Spain’s BBVA has come top in Forrester’s global mobile banking app reviews for the third year in succession. Over the past few months, a team of Forrester analysts and other researchers has reviewed the functionality and user experience of 54 leading mobile banking apps from around the world.
Forrester eCommerce
SEPTEMBER 18, 2019
Digital banks have disrupted the status quo. Retail banking in the UK has more competition from digital banks than almost any other market, with small business banking a close second.
Forrester eCommerce
MAY 15, 2019
Mobile apps have become the touchpoint of choice for millions of people to manage their finances and Forrester regularly reviews those of leading banks. We just published our latest evaluations of the apps of the big five Canadian banks: CIBC, RBC, BMO, Scotiabank, and TD Canada Trust. Overall, they’ve raised the bar, striking a good […]. age of the customer
Forrester eCommerce
NOVEMBER 14, 2019
Principal Analyst Alyson Clarke explains what the move means for banks. Google may offer consumers checking accounts as soon as next year.
Forrester eCommerce
JULY 4, 2019
We recently published our latest evaluation of the mobile apps of six banks in Mainland China, including: CITIC Bank, China Merchants Bank […]. Mobile apps have become the touchpoint of choice for millions of people to manage their finances, this is especially true for China where the customers are among the most empowered in the world.
Forrester eCommerce
MAY 3, 2019
This is not the first time we’ve seen a telecommunications firm enter the banking space – it’s already been happening for years in Europe and Asia, with large telcos such as Orange and KDDI. And this isn’t T-mobile’s first foray into banking either. So should banks be worried?
Forrester eCommerce
AUGUST 28, 2019
(Coauthored with Riccardo Pasto, senior analyst, Nancy Lin, senior research associate, and Han Bao, senior research associate) It is the first time that Forrester has evaluated banks in Hong Kong SAR, the famous world finance hub. age of the customer banking mobile apps
Forrester eCommerce
SEPTEMBER 26, 2019
Many financial services firms say that they are already delivering on personalization and view improving their personalization capabilities and technology further as a top priority.
Forrester eCommerce
SEPTEMBER 6, 2019
Forrester has recently kicked off some new research focusing on services and companies that make financial decisions and take action on behalf of consumers. You can take a very short survey on this topic here. I’m psyched to present here our first FORR/3 video episode on this topic (see below)!
Forrester eCommerce
MAY 26, 2020
Age of the Customer banking CMO Trends customer centricity customer engagement customer experience digital business EMEA Europe financial services fintech pandemic values-based customer experience Banking covid-19 digital strategy Financial Services financial well being France values-based customer
Forrester Omnichannel
APRIL 27, 2016
The other day, I stopped by my bank's ATM to get some cash. After entering my card and PIN and while waiting for my money ( during which I was a captive audience ), I was presented with an ad for a new service from the bank. banking. cross-channel banking. mobile banking.
Forrester eCommerce
MAY 19, 2020
Even before the COVID-19 outbreak, our research showed that UK consumers were facing multiple financial challenges and were worried about their financial situation.
eCommerce CEO
JANUARY 1, 2020
… 15 Niche Ecommerce Business Ideas You Can Bank On Read More ». Your dream of sitting on the beach and running a ecommerce business starts with a profitable ecommerce business idea. I’m dreaming. Are you?
Forrester eCommerce
OCTOBER 24, 2019
Can you imagine a digital-only bank has served a hundred million customers within 4 years since its establishment? And the 100 million customers are all un/underserved by traditional banks. Tencent-backed WeBank has achieved this goal and became the largest digital bank in the world.
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