Forrester

For eBusiness & Channel Strategy Professionals

Report:Case Study: Zions Bank Lowers Attrition Through Multichannel Onboarding

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...

• Downloads: 428
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For eBusiness & Channel Strategy Professionals

Report:Customer Advocacy 2011: How Customers Rate European Banks

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...

• Downloads: 258
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For eBusiness & Channel Strategy Professionals

Report:Customer Advocacy 2012: How Customers Rate US Banks, Investment Firms, And Insurers

Our research shows that a key driver of deeper customer relationships among financial services consumers is a trait we call "customer advocacy" — the perception on the part of customers that a...

• Downloads: 597

For eBusiness & Channel Strategy Professionals

Report:Best Practices In Digital Money Management

Processes: The Digital Money Management Playbook

The critical question for eBusiness and channel strategy professionals who have launched, or are about to launch, digital money management is how to drive customer adoption and use. To help,...

• Downloads: 110

For eBusiness & Channel Strategy Professionals

Survey:Latin American Technographics® Online Benchmark Survey, Q3 2012 (Argentina, Brazil, Mexico)

Forrester conducted an online survey fielded in July and August 2012 of 6,008 individuals ages 16 to 75 in top urban areas/provinces of Argentina and top urban areas/states of Brazil and Mexico. In...

For eBusiness & Channel Strategy Professionals

Report:2012 US 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 US banks and...

• Downloads: 425
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For eBusiness & Channel Strategy Professionals

Report:2012 Canadian Bank Secure Website Rankings

Firms Continue To Enhance Core Functionality But Lack New Digital Banking Features

This report details how the secure websites of the six largest retail banks in Canada stack up against each other across six categories and 66 individual criteria measuring the banks' online...

• Downloads: 131

For eBusiness & Channel Strategy Professionals

Report:Case Study: Home Buying With Mobile Augmented Reality

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...

• Downloads: 393
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For eBusiness & Channel Strategy Professionals

Report:Case Study: Hapoalim Injects A Human Touch Into Digital Banking

Multichannel Integration Uncovers New Opportunities

Bank Hapoalim observed a shift in expectations and interactions within a high-value segment of customers with a direct channel preference. To meet those customers' needs, Bank Hapoalim developed a...

• Downloads: 368
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For eBusiness & Channel Strategy Professionals

Report:How Polish Banking Customers Use Different Channels, 2011

The Polish retail banking market is characterized by strong growth and competition. Only 68% of the population owns a current account, and a large number of banks are competing for customer...

• Downloads: 181

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:What Drives Retention And Sales In US Banking?

Using Regression Modeling To Better Understand The Drivers Of Acquisition, Retention, And Cross-Selling In Banking

In 2012, the age of the customer is in full swing. Gone are the days when companies could simply offer their services and customers could choose to take them or leave them — today, companies...

• Downloads: 418
• Comments: 1

For eBusiness & Channel Strategy Professionals

Report:How French Banking Customers Use Different Channels, 2011

Banking channel use is changing in France as customers slowly turn away from traditional channels like branches and the telephone to use digital channels like Internet and mobile banking. Digital...

• Downloads: 337
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For eBusiness & Channel Strategy Professionals

Report:Multichannel Home Lending Status Boosts Results

eBusiness Professionals Must Integrate Mobile Into Loan Processes

As customers become more comfortable with research and applying for financial products through mobile devices, eBusiness professionals at banks will need to consider how mobile can support...

• Downloads: 205
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For eBusiness & Channel Strategy Professionals

Tool:Website User Experience And Functionality Benchmark

For eBusiness & Channel Strategy Professionals

Report:Case Study: Citibank's Tablet App Transforms The Digital Banking Experience

Advanced PFM Goes Beyond The Firm's Existing Website Offering, And The eBusiness Team Applies The Lessons To The Website

In July 2011, Citibank officially launched its first ever tablet banking app, but the true breakthrough took place five months earlier, when eBusiness leaders at the bank began the process of...

• Downloads: 1048

For eBusiness & Channel Strategy Professionals

Report:Case Study: Redstone Federal Credit Union Right-Channels Deposits To The Mobile Channel

Remote Deposit Capture Sharply Cuts The Cost Of Deposit Taking

Financial institutions continue to face challenges on generating revenue. Recent US regulations have greatly reduced overdraft fees and debit card interchange income. With no clear sources of...

• Downloads: 103

For eBusiness & Channel Strategy Professionals

Report:Forrester Research Online Banking Forecast, 2012 To 2017 (EU-7)

ForecastView Spreadsheet

Adoption of online banking by individual adults in the EU-7 countries of France, Germany, Italy, Netherlands, Spain, Sweden, and UK. The forecast reports the addressable market and...

• Downloads: 4

For eBusiness & Channel Strategy Professionals

Report:Case Study: State Farm Bank Pilots A Mobile Wallet

Forrester believes that the next stage of mobile banking will center on payments and commerce. Developments in 2012 are moving in that direction with bank rollouts of advanced money movement...

• Downloads: 371
• Comments: 1
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For eBusiness & Channel Strategy Professionals

Report:Trends 2012: European Retail Banking eBusiness And Channel Strategy

Put Digital Touchpoints At The Heart Of Your Multichannel Strategy

In this research, we explore what the state of the economy, new regulations, competition, and changing customer behavior mean for the priorities of eBusiness and channel strategy executives at...

• Downloads: 965
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For eBusiness & Channel Strategy Professionals

Survey:North American Technographics® Finance And Customer Experience Online Survey Q4 2012 (Canada)

Forrester conducted an online survey fielded in October 2012 of 5,612 Canadian individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N = 5,612), there is 95%...

For eBusiness & Channel Strategy Professionals

Report:The State Of Mobile Banking 2012

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...

• Downloads: 1481
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For eBusiness & Channel Strategy Professionals

Survey:North American Technographics® Financial Services Online Benchmark Recontact Survey, Q3 2012 (US)

Forrester conducted an online survey fielded in June 2012 of 11,413 US individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N = 11,413), there is 95% confidence that...

For eBusiness & Channel Strategy Professionals

Report:The State Of North American Digital And Multichannel Banking 2013

Multichannel Strategy Is More Of A Pipe Dream Than Reality

The rapid development of customer touchpoints and rising customer expectations turn up the pressure on eBusiness professionals at retail banks to continue investing in digital channels. Yet few...

• Downloads: 419
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For eBusiness & Channel Strategy Professionals

Tool:Italy Is Starting To See A Generational Divide In Channel Use