Forrester eCommerce

SEPTEMBER 5, 2018

Forrester’s 2018 Customer Experience Index (CX Index™) results continue to show that companies are struggling to create and sustain a human connection with their customers. Taking a step […].

Customer Experience 871

Customer Experience Customer Automotive Banking 871

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 237

Banking Sporting Goods Customer Consumer 237

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 231

Banking Customer Financial Services Customer Experience 231

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

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

OCTOBER 5, 2020

Since 2018 Forrester tracks how customers rate their experience with some of the biggest brands in banking and insurance.

Customer Experience 271

Customer Experience Financial Services Customer Banking 271

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 500

Banking Consumer Customer Customer Experience 500

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 437

Banking Blog Other Financial Services 437

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 409

Banking Consumer Financial Services Customer Experience 409

Forrester eCommerce

MAY 23, 2022

Modern banking platforms allow banks to elevate their customer experience and deliver more business value more seamlessly and more effectively. Banks and their technology teams can leverage market dynamics to make digital transformation more feasible both architecturally and economically.

Banking 195

Banking Customer Experience Technology Marketing 195

Forrester eCommerce

SEPTEMBER 12, 2023

Since 2018, Forrester has been tracking how Singaporean customers rate their experience with some of the biggest brands in banking and auto and home insurance. This year’s Singapore Customer Experience Index (CX Index™) study reveals several important findings: CX quality among Singapore’s banks slightly dipped.

Banking 444

Banking Customer Experience Customer Financial Services 444

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 375

Banking Financial Services Customer Experience Mobile 375

Forrester eCommerce

OCTOBER 15, 2020

In 2020, for the first time in more than five years we saw two financial services companies achieve an “Excellent” score in our Customer Experience Index (which measures how successfully a company delivers customer experiences that create and sustain loyalty).

Customer Experience 259

Customer Experience Financial Services Customer Banking 259

Forrester eCommerce

NOVEMBER 18, 2020

Our research shows that customer experience (CX) leaders grow revenue faster than CX laggards, cut costs, reduce risk, and can charge more for their products. Yet most of the world’s largest financial services businesses cannot clearly answer the questions: “How much is CX improvement worth in annual profit?”

Customer Experience 214

Customer Experience Financial Services Banking Customer 214

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 289

Banking Mobile Other Financial Services 289

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 325

Banking Retail Other Customer Experience 325

Forrester eCommerce

OCTOBER 1, 2019

Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference and loyalty, and can charge more for their products. So how well do banks earn loyalty with the quality of their customer experience? Based on a survey of more than 101,000 […].

Banking 216

Banking Improvements Customer Customer Experience 216

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

OCTOBER 15, 2021

Forrester surveyed customers of the 38 of the largest and most important banking brands in France, Germany, Italy, Spain, and the UK about the quality of their experiences as a part of our European Banking Customer Experience Index, 2021.

Banking 195

Banking Customer Customer Experience 195

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 271

Banking Financial Services Customer Loyalty Customer Experience 271

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 […]. The drivers are manifold.

Banking 313

Banking Mobile Consumer Customer 313

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. The closure of Finn does bring up some important lessons for […].

Banking 341

Banking Other Financial Services Customer Experience 341

Forrester eCommerce

JUNE 30, 2022

As custodians and lenders of money, banks cannot exist without their customers' trust. But why do so few banks around the world actually track and measure it? We've examined how banks themselves look at trust, and even more importantly - what they actually do about it.

Banking 195

Banking Customer Customer Experience 195

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. But Forrester’s newest research reveals that executives should be just as worried — perhaps even more worried — about another market that is being upended: Small business banking.

Small Business Retail 358

Small Business Retail Banking Marketing Customer 358

Forrester eCommerce

JUNE 19, 2018

Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products.

Customer Experience 225

Customer Experience Banking Customer 225

Forrester eCommerce

MARCH 26, 2019

The bigger concern for digital banks, traditional banks, […]. 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.

Banking 392

Banking Financial Services Mobile Information 392

Forrester eCommerce

OCTOBER 22, 2021

Forrester’s data shows that some 40% of French, 54% of Italian, and 54% of UK online adults have done their banking on a smartphone in the past month. We have been evaluating mobile banking apps for over a decade through our Digital Experience […]. Mobile apps have become the channel of choice for millions of Europeans.

Banking 195

Banking Mobile Channel Customer Experience 195

Forrester eCommerce

NOVEMBER 2, 2021

Each year, my colleague Andrew Hogan and I review mobile websites of top US banks to understand how effectively banks are meeting customers’ expectations, when it comes to finding, researching, and applying for a checking account. We review functionality and observe users as they try to complete their tasks.

Banking 195

Banking Mobile Customer Customer Experience 195

Forrester eCommerce

JULY 16, 2020

As part of our upcoming research report on the future of banking, Jacob Morgan and I have been interviewing financial services experts around the globe. Out of that research, four clear themes have emerged. These themes are already starting to play out now but will be far more prominent by 2025 and table stakes by […].

Banking 271

Banking Financial Services Customer Experience Customer 271

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 […].

Banking 345

Banking Mobile Management Customer 345

Forrester eCommerce

NOVEMBER 9, 2021

The Asia Pacific banking sector has largely weathered the pandemic crisis. But with revenues being squeezed by low interest rates and sluggish loan growth, APAC banks will make big bets and increase their spending on technology, talent, and fintech to drive growth.

Banking 195

Banking Technology Customer Experience Customer 195

Forrester eCommerce

NOVEMBER 9, 2020

Banking Leaders: Make Spending Changes In Five Categories Post-COVID-19 The business effects of the COVID-19 pandemic will be with us for years. Different industries, including banking, face disparate consumer trends, resource availability, and revenue potential during the pandemic and its aftermath.

Banking 259

Banking Marketing Consumer Customer Experience 259

Forrester eCommerce

OCTOBER 7, 2021

Banks need a customer-led strategy to govern cross-functional personalization efforts and to determine the right technology investments.

Banking 195

Banking Technology Customer Financial Services 195

Retail TouchPoints

MARCH 4, 2024

The customer experience is paramount to the success of today’s retailers. This includes enhancing in-store inventory, delivery services and even the personalization of customer service. However, when it’s time to check out, how do payment options factor into that customer experience?

Payment Services 262

Payment Services Consumer Small Business Retail Banking 262

Forrester eCommerce

APRIL 29, 2022

Banks are investing in a wide range of emerging technologies. Not all have equal potential today. Find out what’s hot and what’s not.

Banking 195

Banking Technology Financial Services Customer Experience 195

Forrester eCommerce

NOVEMBER 3, 2021

Each year, my colleague Andrew Hogan and I review mobile websites of top Canadian banks to understand how effectively banks are meeting customers’ expectations, specifically when it comes to finding, researching, and applying for a chequing account. We review functionality and observe users as they try to complete their goals.

Banking 150

Banking Mobile Customer Customer Experience 150