About Forrester
Forrester Research, Inc. is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology.

Derek serves Enterprise Architecture Professionals. He is an internationally recognized expert in business process management (BPM) and organizational transformation. He has worked in this area for more than 20 years, dealing with major brands, governmental organizations, and nongovernmental organizations (NGOs). Derek's research focuses on the methods, approaches, frameworks, tools, techniques, and technologies of business architecture; BPM; business process improvement; business transformation; and organizational change. He places special emphasis on an outcome-based, customer-focused approach.
Derek is a well-known keynote speaker and chair of major EA conferences. As co-chair of BPMI.org, he helped merge the organization with the Object Management Group (OMG).
Derek completed the Early Growth Program at London Business School.
Processes: The Mobile Banking Strategy Playbook
The critical question for many digital banking teams after they build mobile banking is how to encourage customer adoption and use. Forrester spoke to eBusiness executives at banks about the current...
Tools And Technologies: The Mobile Banking Strategy Playbook
Even the best mobile strategy can be a victim of poor execution. Managing technology is hard enough, but as new phone features and capabilities crop up seemingly every day, navigating the ever...

Making The Business Case For Mobile Efforts At Wealth Management Firms
Mobile has become a high priority for eBusiness teams at wealth management and investment firms. In the US, the proportion of online adults who use the mobile channel to manage their investments rose...

Benchmarks: The Mobile Banking Strategy Playbook
We used our Mobile Banking Functionality Benchmark methodology to evaluate the retail mobile banking offerings of 15 retail banks in in North America, Western Europe, and Australia across more than...
Start Working On Your Digital Agenda Now!
Despite the fact that we are in the midst of a European crisis that could influence the insurance business dramatically, eBusiness and channel strategy executives in this region should be sensitive...
In the midst of the recession and ongoing sovereign debt crisis, only 29% of Europeans believe their bank acts in their best interest. However, some banks rank much higher than others in our customer...

Continuous Improvement: The Mobile Banking Strategy Playbook
Congratulations! Your mobile banking web, iPhone, iPad, and Android apps are live, and adoption has surpassed your wildest expectations. But what now? Digital banking teams need to test and optimize...

The increasing penetration of smartphones among mobile subscribers and booming online retail are driving the adoption of mobile payments in China. It's crucial for infrastructure and operations (I&O)...
As eCommerce has exploded, eBusiness executives have often looked to various payment forms at checkout as a means of growing their businesses. Alternative payments, or non-card payments, purport to...

Forrester conducted an online survey fielded in July 2012 of 20,778 European individuals in France, Germany, Italy, the Netherlands, Poland, Spain, Sweden, and the UK. This survey is based on an...
Forrester forecasts interactive marketing spend to grow at a compound annual growth rate of 17%. But not all industries will invest in interactive at the same pace. Financial services will spend the...
eBusiness and channel strategy professionals at insurers face a strategic dilemma — managing the in-person agent field force while migrating services online. Israeli insurance provider Migdal,...
E-Trade And Fidelity Lead The Pack
With investor expectations rising and substantial business at stake, digital wealth management teams know they need to improve their portfolios of mobile sites and apps. Forrester evaluated the...
Take An Agile Approach To Support Customers Across Multiple Touchpoints
The rapid development of customer touchpoints, increasing customer expectations, and the pressure for success in the competitive market forces eBusiness and channel strategy executives at financial...
Commonwealth Bank Generates Leads With Convenient Mobile Services
Commonwealth Bank of Australia is generating 1% of its overall mortgage leads by using mobile augmented reality (AR) within a homebuyer's research application to enhance its home-buying service. This...

Nail The Basics To Quickly Expose The Value Of The Channel
In the US, adoption of mobile financial services is rising: 11% of US online adults are now mobile bankers and 7% of those with investment accounts are mobile investors, although just 3% of online...
eBusiness Executives Should Continue To Prioritize Basic Functionality
European investors want a wide range of investment Web site functionality, but simple content and functionality such as transaction histories and account balances top the list. More advanced...
A Multitouch, Multichannel Approach Proves Successful
Customer retention is top of mind for eBusiness professionals at financial services firms, as are customer experience and engagement. An increasingly important strategy to achieve all these goals is...

ABMs And The Web Are Now The Two Most Commonly Used Channels
Just as it has in other countries, the rise of online banking has changed the way Canadians conduct banking activities. Automated banking machines (ABMs) are the most widely used banking channel on a...
Responsive Web Design And Agile Development Prove A Winning Formula
With mobile and tablet usage now mainstream, Forrester believes that eBusiness teams must find time-to-market and cost efficiencies in their digital development processes. In previous research we...
To differentiate its giro account and further improve the availability of cash for its customers, Germany's Postbank created an innovative offer in partnership with Shell. Postbank current account...