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

Gene provides research and advisory services that address the needs of Enterprise Architecture Professionals. Gene has been researching best practices in making enterprise architecture programs effective since 1999 and focuses on helping clients implement a pragmatic approach to EA that has clear value to business and IT leaders.
Gene has more than 25 years of IT experience, including enterprise architecture planning, infrastructure architecture, IT management, performance management, capacity planning, product strategy, and application development. Gene came to Forrester through its acquisition of Giga Information Group. Prior to joining Giga, he was director of infrastructure architecture and capacity planning at John Hancock Financial Services in Boston. Previously, he held senior IT positions at First Data Corporation and Fidelity Investments and development and marketing management positions at leading software firms.
He has published dozens of papers on various topics and has spoken at a variety of conferences in the US and abroad.
Gene earned a B.A. in psychology and music from Wesleyan University in Middletown, Connecticut.
As mobile adoption increases, eBusiness and channel strategy professionals are challenged to determine how these devices integrate with their existing sales and service channels. It is imperative...

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...
It’s the latest craze sweeping the nation… No, I’m not talking about Fruit Ninja, I’m talking about gamification. There's a reason "gamification" is the buzzword on the...

Landscape: The Mobile Banking Strategy Playbook
Mobile banking continues to gather momentum across developed countries, fueled by rising smartphone use and the steadily improving supply of mobile banking from banks in North America, Europe, and...

Royal Bank Of Canada Takes The Top Spot For 2012
Credit cards are the top selling financial product in both the US and Canada. In the US, the majority of credit card applicants apply online, and in Canada, the percentage is second only to the...

eBusiness Executives Should Focus On Web Site Functionality For Support
Small business owners know a lot about their businesses, but they often know little about how to best manage the financial aspects of those businesses. As these small businesses grow, banks can build...
With The Launch Of iNomineo, Generali Focuses On A Major Revenue Source
Generali France's iNomineo app for the iPhone offers financial advisors mobile access to client information, details of clients' holdings and past transactions, and graphic illustrations of market...
Discover Financial Services Takes The Top Spot With Robust Functionality And Strong User Experience
Despite the rapid rise of mobile and tablet banking, secure websites remain the No. 1 digital touchpoint for credit cardholders interacting with their providers. Before eBusiness professionals at...

CIBC Hits Client Adoption Target More Than One Year Ahead Of Estimates
Two years ago, CIBC — one of the five largest Canadian banks — saw momentum building behind mobile banking, momentum that would likely increase with the launch of the iPhone in Canada. As...
This is one of two reports that detail the findings from Forrester's annual ranking of the digital sales offerings of the 12 largest banks in North America. The report covers six major US banks and...

Mainstream Adoption Hinges On Issues With Value, Security, And Support
Mobile banking adoption continues to gather momentum in the US, fueled by strong consumer appetite for smartphones and banks' burgeoning supply of new mobile banking applications, websites, and...
Websites are the most widely used touchpoint for credit cardholders interacting with their providers. The quality of a credit card company's secure website impacts the relationship that firm has...
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...

Mobile has gotten a lot of attention at banks recently. In fact, other teams in a firm’s organization are starting to feel like Jan Brady, the voices in their heads chanting “Mobile...
The Mobile Banking Imperative
This report, written for eBusiness and channel strategy professionals, is also relevant to CIOs and other IT leaders. CIOs at every bank face major changes as consumers move their banking activities...
This is one of two reports that detail the findings from Forrester's annual ranking of the digital sales offerings of the 12 largest banks in North America. The report covers six major Canadian banks...
Hotcakes, you've got some competition: the phrase "selling like tablets" might soon enter the global lexicon. And it's not all hype — though there is a fair bit of that as well....
The percentage of US adults who bank online has risen from 51% in 2005 to 59% today. This steady growth has changed the way customers use other channels like branches, automated teller machines...
Mobile banking success is a moving target: Customers needs and expectations are changing rapidly, and eBusiness teams at banks are sprinting to get ahead of their customers’...
Late last year, Forrester reviewed and ranked the secure websites of the 12 largest retail banks in the US and Canada. The full reports can be found here (US) and here (Canada). Overall, banks'...
In The Long Term, Cross-Channel Measurement Is An Enterprisewide Concern, But In The Near Term, eBusiness Must Act Now
eBusiness and channel strategy professionals have a lot on their plates these days: Consumers are moving across channels for sales and service, spanning digital touchpoints like Twitter and public...
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...
Canadians still use the phone as their primary channel for insurance. In fact, the phone was the only channel used by a majority of online Canadian insurance customers in the past year, while fewer...
Usage Is Rising Driven By First-Time Users And Younger Generations
In 2009, 21% of financial product online applicants — more than 50 million Americans — used a third-party online comparison Web site, and 36% of these applicants did so for the first...
Adoption Of Mobile Banking Is Heating Up And Portends Future Use Of Mobile Investing And Insurance Services
Most of the "big five" banking providers have now launched mobile offerings, and clients are responding. Consumer adoption of mobile banking in Canada has risen sharply from just 1% in 2008 to 9% at...