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

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 384

Banking Mobile Consumer Financial Services 384

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 257

Banking Sporting Goods Customer Consumer 257

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

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

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

OCTOBER 21, 2020

The COVID-19 crisis has upended banks' understanding of their customers. In 2021, banking executives will need to pivot accordingly.

Banking 377

Banking Customer 377

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

JULY 26, 2023

Businesses across the globe are dealing with a fast-paced digital world, rising customer expectations and economic uncertainties. Corporates source these cash management services from their corporate banking partners. Banks on the other […]

Banking 195

Banking Management Other Customer 195

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

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

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

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.

Banking 276

Banking Customer Experience Customer 276

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? We’ve just released Forrester’s US Banking Customer Experience Index for 2019.

Banking 219

Banking Improvements Customer Customer Experience 219

Forrester eCommerce

MAY 11, 2022

In the past three years, eight virtual banks have started operations in Hong Kong and have achieved early results in customer acquisition. Some of these results were also echoed in Forrester’s survey data from the past year: 44% of Hong Kongers opened a virtual bank account in the first six months in 2021, for example. […].

Banking 195

Banking Customer Operations 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 28, 2018

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

Banking 418

Banking Payment Services Mobile Operations 418

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

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 413

Banking Consumer Financial Services Customer Experience 413

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

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 308

Banking Telecommunications Marketing Retail 308

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

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 301

Banking Technology Customer Financial Services 301

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 477

Banking Financial Services Technology Customer 477

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 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

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 294

Banking Mobile Other Financial Services 294

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

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 314

Banking Mobile Consumer Customer 314

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 420

Banking Consumer Customer 420

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 327

Banking Retail Other Customer Experience 327

Forrester eCommerce

NOVEMBER 15, 2022

Forrester has been tracking emerging capabilities, products, services, and features that customers will expect and demand on banks’ apps in the next three years. Here are three mobile banking features from the second of two reports we’ve recently released: Carbon footprint tools and green financial products.

Banking 195

Banking Mobile Customer 195

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 276

Digital Currency Banking Financial Services B2C 276

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 354

Banking Mobile Financial Services Customer Experience 354

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 276

Banking Financial Services Customer Loyalty Customer Experience 276

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

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 252

Banking Mobile Customer 252