Forrester eCommerce

OCTOBER 15, 2020

2020 has been a challenging year for financial services. Then, banks’ profits took a hit as banks set aside billions for loan loss provisions. First, COVID-19 hit insurers with business interruption and travel insurance claims.

Financial Services 262

Financial Services Banking Travel Customer 262

Retail TouchPoints

MARCH 31, 2023

And it’s increasingly clear that brands that embrace financial services within the customer journey are scoring highly on engagement scores. The only problem is, for many retailers, the idea of becoming involved in the financial transaction part of the journey is a leap too far.

Financial Services 257

Financial Services Payment Services Payments Small Business Retail 257

Forrester eCommerce

MAY 1, 2023

Financial services (FS) firms are no strangers to innovation. With high regulatory pressure, FS firms innovate within boundaries, create digital services protected behind corporate firewalls, abide by tenancy isolation rules, and ensure […] Still, this process is not unfettered.

Financial Services 195

Financial Services Customer Banking Information 195

Forrester eCommerce

JUNE 14, 2023

At Forrester, we see financial services firms […] Our data at Forrester backs this up: Industry solutions grow at a compounded annual growth rate of 13.9%, a rate faster than horizontal customer experience tech.

Financial Services 195

Financial Services Customer Experience Customer Banking 195

Forrester eCommerce

FEBRUARY 28, 2023

I’ve been working with a long list of financial services companies from various subsectors on their cloud strategies. It’s been a long road for financial services and cloud. Financial services have […] Here’s a little bit of history.

Financial Services 195

Financial Services Banking 195

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 454

Banking Mobile Channel Customer 454

Forrester eCommerce

NOVEMBER 7, 2018

In the decade since the global financial crisis, much of the financial services industry has made a strong recovery. While many governments are still nursing large debts, most banks, investment management firms, and insurance companies have long since returned to good health.

Financial Services 399

Financial Services Operations Banking Management 399

Forrester eCommerce

MAY 8, 2023

Earning and defending customers’ trust, considering the current volatility in financial markets, the infamous downfall of Credit Suisse, the collapse of First Republic Bank, and the ongoing banking scandal in China, requires a special commitment, not lip service. They also expect genuine […]

Financial Services 195

Financial Services Banking Customer Management 195

Forrester eCommerce

APRIL 20, 2020

5G will become a general-purpose technology for financial services firms.

Financial Services 340

Financial Services Technology Banking Customer Experience 340

Forrester eCommerce

JUNE 22, 2020

And with so many assets in transition and the broad interest in customer experience in financial services, it’s tempting to think that banks, insurers, and wealth managers recognize a great opportunity […].

Financial Services 285

Financial Services Banking Customer Experience Management 285

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

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

Forrester eCommerce

APRIL 17, 2024

Financial services firms are at various stages of defining their vision for AI and what value AI can bring to their organization. Singapore-based DBS Bank stands as a role model for these firms. In reality, most firms are still far from realizing significant commercial value from their AI investments.

Financial Services 264

Financial Services Banking Customer 264

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. Many […].

Banking 276

Banking Financial Services Customer Loyalty Customer Experience 276

Forrester eCommerce

JULY 9, 2020

For banks, open banking implementation is not straightforward – differing standards, specifications, and deployments result in the need to resolve complexity across interfaces. VCs poured over […].

Banking 318

Banking Financial Services Technology Management 318

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 3, 2021

Financial services firms that embrace sustainable business models have an opportunity to win over values-based customers.

Financial Services 323

Financial Services Customer Banking Management 323

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 365

Banking Retail Customer Financial Services 365

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. But financial services companies’ current personalization efforts are nowhere near the level necessary to engage increasingly demanding customers.

Financial Services 348

Financial Services Retail Technology Improvements 348

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

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

JANUARY 16, 2019

An important part of Forrester’s research process is gathering input from financial services companies, so we can advise our clients on the latest trends in the market. We’ve kicked off some new research, and we need your help.

Financial Services 327

Financial Services Marketing Banking 327

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

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 276

Banking Financial Services Customer Experience Customer 276

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 285

PayPal Banking Merchant Services Payment Services 285

Forrester eCommerce

AUGUST 15, 2019

While it’s still early days, the shift toward autonomous services is already happening in financial services thanks to evolving customer expectations, advances in AI and other […].

Financial Services 321

Financial Services Consumer Other Customer 321

Forrester eCommerce

JULY 5, 2020

I recently had the pleasure to talk with Siew Choo So, Group Head Consumer Banking Technology and Big Data/AI at DBS, on how the bank has set up their enterprise data platform to enable a data driven organization. That session was part of Forrester’s APAC Financial Services Webcast Week 2020, and you can find the […].

Banking 285

Banking Financial Services Technology Consumer 285

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 235

Banking Customer Financial Services Customer Experience 235

Forrester eCommerce

OCTOBER 8, 2019

Hackathons can be an excellent way for financial services firms to round out their innovation portfolios. The Citizens Challenge, held by Citizens Bank […]. Innovation events like these can help address changing consumer needs and behaviors, as well as competitors’ responses to them.

Banking 268

Banking Financial Services Events Consumer 268

Forrester eCommerce

MARCH 22, 2022

We’ve been diving deep into a number of topics that financial services executives and their teams care about (or should care about). A crop of fintech startups and large financial providers are investing in embedded finance — in which financial products and […].

Financial Services 195

Financial Services Banking Customer Experience Management 195

Forrester eCommerce

NOVEMBER 7, 2022

Functionality in retail and corporate banking is not highly differentiating anymore. In the future, only those that can support partner solutions in their ecosystem seamlessly can fully cope with banking industry's expanding requirements.

Banking 195

Banking Technology Retail Financial Services 195

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

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 must start employing a mix of digital and human-enabled services that will enrich the client […]

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

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

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

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