Forrester

For eBusiness & Channel Strategy Professionals

Report:How US Banking Customers Use Different Channels

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...

• Downloads: 1319

For eBusiness & Channel Strategy Professionals

Report:2012 North American Credit Card Online Sales Rankings

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...

• Downloads: 358
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For eBusiness & Channel Strategy Professionals

Report:The State Of Canadian Mobile Financial Services: 2011

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...

• Downloads: 675

For eBusiness & Channel Strategy Professionals

Report:The State Of Mobile Investing

Mobile is the hot channel these days. A number of investment firms have developed mobile apps, and many offer dedicated mobile Web sites. Consumer adoption is ticking up: Today, 11% of investors are...

• Downloads: 951
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For eBusiness & Channel Strategy Professionals

Report:The Web Is The Critical Channel For Serving Small Business Banking Customers

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...

• Downloads: 715

For eBusiness & Channel Strategy Professionals

Report:Strategic Staffing For Mobile eBusiness

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...

• Downloads: 354
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For eBusiness & Channel Strategy Professionals

Report:eBusiness Leaders Should Use The Web To Target Small Businesses Shopping For Financial Products

One-Third Of Small Business Owners Research Financial Services Products Online

Three in four small business owners have used the Internet for at least one banking activity in the past year. But which channels do owners use to shop for the financial products they use for their...

• Downloads: 415

For eBusiness & Channel Strategy Professionals

Blog:North American Banks Continue To Improve Their Digital Services: Forrester’s 2011 Bank Secure Website Rankings

Forrester’s two recent reports — 2011 US Bank Secure Website Rankings and 2011 Canadian Bank Secure Website Rankings — highlight the incremental improvements banking providers have...

For eBusiness & Channel Strategy Professionals

Report:Case Study: Discover Financial Services Partners With PayPal To Roll Out Mobile P2P Payments

Firm "Electronifies" Cash Transactions To Enhance Existing PFM Tool

In February 2009, Discover Financial Services introduced its Spend Analyzer, an online personal financial management (PFM) tool that lets clients track and categorize their spending. Adoption was...

• Downloads: 572

For eBusiness & Channel Strategy Professionals

Report:Building A World-Class Mobile Banking Strategy

Executive Overview: The Mobile Banking Strategy Playbook

Mobile banking is the most important strategic change in retail banking in more than a decade. Yet too many banks have taken a haphazard approach to mobile strategy, rolling out apps and features...

• Downloads: 428

For eBusiness & Channel Strategy Professionals

Report:Case Study: Generali France Supports Financial Advisors With Innovative Mobile B2B App

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...

• Downloads: 407

For eBusiness & Channel Strategy Professionals

Report:The ROI Of Mobile Banking

By-The-Numbers Business Case Is Lukewarm Today, But Advanced Functionality And Elusive Benefits Suggest Greater Returns Lie Ahead

Consumer adoption of mobile banking has accelerated over the past few years. In the US, the proportion of online adults who are mobile bankers has quadrupled from 4% in 2006 to 16% at the end of...

• Downloads: 1263
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For eBusiness & Channel Strategy Professionals

Report:2012 Canadian Bank Digital Sales Rankings

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...

• Downloads: 225

For eBusiness & Channel Strategy Professionals

Report:2013 US Mobile Banking Functionality Rankings

Forrester Evaluates The Four Largest Banks' Retail Mobile Offerings

With customer expectations rising and substantial business at stake, digital banking strategy teams know they need to keep improving their mobile services. This is one of three reports that detail...

• Downloads: 246

For eBusiness & Channel Strategy Professionals

Report:eBusiness Leaders: It's Time To Take Financial Service Comparison Web Sites Seriously

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...

• Downloads: 501

For CIO Professionals

Report:CIOs: Master The Mobile Banking Imperative

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...

• Downloads: 61

For eBusiness & Channel Strategy Professionals

Blog:Royal Bank Of Canada, Citi, & Wells Fargo Top Forrester’s Digital Sales Rankings In 2012

Every year, Forrester employs its Website Benchmark (WSB) methodology to evaluate the effectiveness of North American banks’ digital sales efforts. This year, our evaluation has yielded two...

For eBusiness & Channel Strategy Professionals

Report:US Consumers Continue To Show Limited Interest In Mobile Payments

Consumer Interest Is Rising Slightly, But Mainstream Adoption Is Still Far Off

In the US, adoption of mobile payments has been virtually nonexistent, although interest is starting to notch upward. Today, 18% of US online adults express interest in mobile payments, and yet less...

• Downloads: 1207

For eBusiness & Channel Strategy Professionals

Blog:The Digital Banking Strategist’s Wish List

Whether you’ve been naughty or nice this year, you probably have a wishlist for your business. We thought it would be fun and interesting to find out what some of your wishes are, so the...

For eBusiness & Channel Strategy Professionals

Report:How Canadian Insurance Customers Use Different Channels

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...

• Downloads: 546

For eBusiness & Channel Strategy Professionals

Report:2012 US Credit Card Secure Website Rankings

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...

• Downloads: 300
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For eBusiness & Channel Strategy Professionals

Report:Building Next-Generation Mobile Banking

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...

• Downloads: 761
• Comments: 1
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For eBusiness & Channel Strategy Professionals

Report:2013 Global Mobile Banking Functionality Rankings

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...

• Downloads: 280

For eBusiness & Channel Strategy Professionals

Tool:Website User Experience And Functionality Benchmark

For eBusiness & Channel Strategy Professionals

Report:How Canadian Banking Customers Use Different Channels

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...

• Downloads: 578