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

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 265

Banking Sporting Goods Customer Consumer 265

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

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. In this year’s report, we […].

Banking 150

Banking Mobile Customer Customer Experience 150

Forrester eCommerce

MAY 3, 2019

On April 18th, T-Mobile officially launched its T-Mobile MONEY checking account, after a soft launch late last year. 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.

Mobile 342

Mobile Games Telecommunications Banking 342

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 502

Banking Consumer Customer Customer Experience 502

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 440

Banking Blog Other Financial Services 440

Retail TouchPoints

AUGUST 4, 2023

Convenience retailer Kum & Go has debuted a new mobile app touting personalized features along with its new “&Rewards” loyalty program. The new app will display information relevant to each customer, including shopping recommendations based on past activity and the ability to designate a favorite Kum & Go location.

Mobile 223

Mobile Banking Recommendation Operations 223

Retail TouchPoints

MAY 2, 2024

An Accenture survey of 16,000 customers in 13 countries across Asia, Europe, Latin America and North America reported that over half of all consumers have adopted digital payment methods such as digital wallets, many of which displace banks’ brands from the customer experience. Consumers value the convenience these offer.

Customer Retention 220

Customer Retention Payment Services Gifts Marketing 220

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 378

Banking Financial Services Customer Experience Mobile 378

Forrester eCommerce

OCTOBER 22, 2021

Mobile apps have become the channel of choice for millions of Europeans. 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 […].

Banking 195

Banking Mobile Channel Customer Experience 195

Forrester eCommerce

AUGUST 24, 2020

As we are reviewing mobile banking apps for our coming European Digital Experience Review™ research, I am noticing a growing gap between leaders and laggards on both user experience and functionalities offered in app. Mobile […].

Mobile 294

Mobile Banking Customer Experience Customer 294

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 359

Small Business Retail Banking Marketing Customer 359

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

JULY 25, 2022

Mobile banking applications have become the digital hub of the customer experience. They are an absolute necessity for the customers and a preferred destination to exchange value between clients and banks.

Banking 39

Banking Mobile Customer Customer Experience 39

Kissmetrics

MARCH 22, 2018

Stitch Labs is a purpose-built inventory management software to help brands improve customer experience and scale efficiency. When we talk about the future of retail, industry news is abuzz with the idea of brands creating experiences for their customers. Using Data To Improve Customer Experience.

Customer Experience 279

Customer Experience Customer Shipping Costs Gifts 279

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.

Banking 82

Banking Mobile Other Customer Experience 82

GetElastic

APRIL 23, 2019

Chatbots are used for a number of different functions in today’s consumer experiences– they can act as your personal shopper, update your bank account, serve as your hotel concierge, and can even send notifications about your pizza delivery. . The B2C Experience.

Customer Experience 155

Customer Experience Payment Services Customer B2B 155

Forrester eCommerce

MAY 28, 2019

Over the past years, a tidal wave of new digital banks has launched across the globe. The common denominator: These new entrants relentlessly compete to win customers with better digital customer experiences than what traditional banks currently offer, embracing mobile to deliver more personalized customer […].

Banking 365

Banking Mobile Customer Experience Customer 365

Retail TouchPoints

FEBRUARY 14, 2023

Consumer-facing brands have spent hundreds of millions of dollars over the past few decades creating unique customer experiences in their physical brick-and-mortar locations. Take retail banks and credit card providers, for example. A new customer experience study from J.D.

Customer 222

Customer Banking Customer Experience Social Media 222

iVend

MARCH 20, 2024

Mobile POS is one of the fastest growing retail trends – with store associates being armed with devices that run the same cloud-based POS software as the fixed checkouts, enabling payment, inventory management and loyalty anywhere in the store. Mobile POS System iVend mobile POS takes service to customers in the aisle.

POS 52

POS Mobile Payment Services Point of Sale 52

Forrester eCommerce

MAY 15, 2020

A new crop of challenger brands, such as Alibaba, Amazon, Apple, Google, Starbucks, T-Mobile, Tencent, and Walmart, are on the prowl in the financial services category. Trouble On The Horizon Banks have had a great run: They’ve played an essential and highly visible role […].

Financial Services 402

Financial Services Banking Mobile Customer Experience 402

GetElastic

DECEMBER 12, 2017

It sounds like a scene from Star Trek, but voice recognition is already being used by some brands to transform the customer experience. Voice technology in banking. The Spanish bank Santanders mobile app lets you log in and give a short voice command: “Pay Paulo $100 tomorrow.”

Customer Experience 144

Customer Experience Technology Customer eCommerce 144

RTP blog

JANUARY 26, 2018

By Luis Artiz, Epson America Most retailers understand that their success depends heavily on their ability to provide a positive customer experience (CX). By taking a closer look at the loyalty program lessons learned by Starbucks and Woolworths, retailers can learn a few lessons about winning repeat customers in today’s environment.

Customer Experience 150

Customer Experience Customer Mobile Article 150

Forrester eCommerce

MAY 3, 2019

As an analyst researching user experience (UX), I’ve recently been conducting UX reviews of many banks’ mobile banking apps for an upcoming report. And I’ve been struck by how many of them contain poorly written content. Copywriting matters.

Banking 375

Banking Mobile Blog Customer Experience 375

Forrester eCommerce

MAY 24, 2019

or “My banking mobile app is not approving my online train ticket that was purchased on the web […]. Have you experienced or heard of anything similar to these anecdotes? Tesla can’t figure out how to manage its glass inventory and replacements” or “I was abroad and had to give Uber my credit card number again!”

Banking 403

Banking Mobile Management Customer Experience 403

Retail TouchPoints

JANUARY 27, 2023

Grupo Coppel, which operates one of Mexico’s largest department stores, Coppel , as well as a major banking network in the country, has launched Coppel Access — a mobile wallet designed to provide millions of unbanked and underbanked Mexican consumers in the U.S. with mobile financial services. Developed with Grupo Coppel’s U.S.

Financial Services 147

Financial Services Payment Services Department Stores Banking 147

Retail TouchPoints

JANUARY 3, 2022

To remain competitive — and capture as many online dollars as possible — retailers are prioritizing the customer experience and refining the purchasing journey, improving mobile and app capabilities, adding BOPIS (buy online, pick up in-store) and curbside delivery options, enhancing product page listings and more.

Merchant Services 278

Merchant Services Customer Retail Customer Experience 278

Retail TouchPoints

MARCH 2, 2021

From contactless payment to fully automated checkout, innovations showed promise for streamlining and improving the customer experience. Still, other innovative frictionless tech featured throughout the shopper’s journey can improve the customer experience. Improving Customer Experience.

Payment Services 299

Payment Services Customer Experience Technology Mobile 299

Retail TouchPoints

MARCH 24, 2023

Instead, when customers check into virtual queue software, they receive an estimated wait time and a time they should plan to arrive at the outlet. While they go about their day going to the bank or meeting a friend for lunch, real-time updates keep customers informed.

Improvements 283

Improvements Management Customer Banking 283

GetElastic

AUGUST 10, 2021

With the global adoption of mobile devices, expansion of IoT, and dynamic behavior of customer buying habits, it’s become more important than ever for brands to take a holistic, interconnected approach to their customer’s digital experiences. Bank of America. Starbucks & Dunkin Donuts. Zurich Insurance Group.

Omnichannel 148

Omnichannel Multi-channel Banking Food and Beverages 148

Retail TouchPoints

OCTOBER 19, 2022

Key takeaways include: Lean on mobile tools, but don’t forget associates: In-store technology is both expensive and necessary, but tapping into the technology shoppers carry in their pockets can defray some of the cost. Invest in Mobile Tools for Shoppers and Associates Alike. Experiences Are Great — if They Fit Your Needs.

Shipping Costs 274

Shipping Costs Omnichannel Webinar Operations 274

Retail TouchPoints

DECEMBER 15, 2022

Real-time CDP helps companies bring together known and anonymous data from multiple enterprise sources to create a consolidated customer profile, which can be used to provide personalized customer experiences across all channels and devices — all in real time. Factors Driving the Need for Real-Time CDP.

Multi-channel 238

Multi-channel POS Customer Data Mobile 238

Retail TouchPoints

APRIL 14, 2023

outside the formal economy who do not have access to a bank account, so top-up cards make sense. This increased security comes from prepaid top-up cards not being linked to a bank account or credit card. There are still millions of consumers across the U.S. Günther Vogelpoel is the CEO of Recharge.com.

Payment Services 271

Payment Services Subscription Banking Information 271

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.

Banking 77

Banking Reference Financial Services Customer Experience 77

Retail TouchPoints

AUGUST 11, 2020

Kroger’s Seattle-based QFC division has deployed contactless payments powered by Near-Field-Communication (NFC) technology in 61 stores to help safeguard associates, customers and communities during the pandemic, as well as to add convenience for consumers who prefer to use mobile payments.

Shipping Costs 252

Shipping Costs Shipping Merchant Services eCommerce 252

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.

Banking 51

Banking Small Business Retail Other Customer 51