Forrester

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...

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For eBusiness & Channel Strategy Professionals

Blog:Innovation Lessons From BBVA

I spent Tuesday and Wednesday at Forrester’s European Customer Experience Forum in London, which was based on the theme of Outside In, Forrester’s new book. One of the most interesting...

For eBusiness & Channel Strategy Professionals

Report:Case Study: Digital Solutions Help Migdal's Agents To Master A Multi-Touchpoint World

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,...

• Downloads: 371

For eBusiness & Channel Strategy Professionals

Blog:Will 2012 Be The Year Financial eBusiness Teams Fully Embrace Video?

I love video as a communication media. The combination of sound and moving pictures so much more engaging and more memorable than text. We wrote in our research last year about how we're starting...

For eBusiness & Channel Strategy Professionals

Blog:Does Your Company's Tax Policy Matter To eBusiness?

Today is, apparently, Cyber Monday in the UK. But there's a more interesting story in the UK's eCommerce market. It's about tax. The debate is about the tax policies of a number of...

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

Blog:Finovate Europe 2013: Digital Financial Innovation

I’ve spent the past two days at Finovate Europe in London, which has rapidly established itself as the leading European retail financial technology event of the year. This year’s event...

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...

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For eBusiness & Channel Strategy Professionals

Blog:Mobile Banking And Payment Innovation In France

This is a guest post from Myriam Da Costa, a researcher serving eBusiness & Channel Strategy professionals. France has been quick to embrace mobile banking. Banks like BNP Paribas and...

For eBusiness & Channel Strategy Professionals

Blog:Learning From Digital Innovation At Commonwealth Bank Of Australia

There are a number of firms that we watch closely at Forrester because they stand out for sustained innovation. Behind the technology giants like Google and Apple, there are a number of established...

For eBusiness & Channel Strategy Professionals

Report:The Business Case For Personal Financial Management

Personal Financial Management Offers A Wide Range Of Benefits

Many financial services eBusiness executives are considering investing in money management tools for their customers, but they struggle with the business case. To help eBusiness executives build the...

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For eBusiness & Channel Strategy Professionals

Blog:The Business Case For Personal Financial Management

Back in November 2006, a startup called Wesabe first showed the potential of online money management. Packaged personal financial management (PFM) software for PCs like Intuit's Quicken had...

For eBusiness & Channel Strategy Professionals

Blog:Kaching Lowers The Barriers To Mobile Payment Adoption

Ten years ago, Forrester published some research with the slightly awkward title of ‘New Payment Systems’ Survival Guide’. One of our findings was that many successful new payment...

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...

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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...

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For eBusiness & Channel Strategy Professionals

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

For eBusiness & Channel Strategy Professionals

Report:How UK Banking Customers Use Different Channels, 2011

Executives Need To Put Digital Touchpoints At The Heart Of Their Strategies

Online banking has changed the way people use other banking channels over the past decade. Even so, half of UK adults still visit a branch each month. eBusiness and channel strategy executives need...

• Downloads: 643

For eBusiness & Channel Strategy Professionals

Report:The State Of Mobile Banking In Europe 2012

Mobile Banking Is A Major Strategic Shift, Not Just Another Channel

Most European banks have now launched their mobile offerings, and customers are steadily adopting mobile banking: 21% of European Net users with a mobile phone now use at least one form of mobile...

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For eBusiness & Channel Strategy Professionals

Blog:One Fifth Of European Mobile Users Use Mobile Banking

The longer we spend researching mobile banking, the more convinced I become that mobile banking is the most important innovation, or cluster of innovations, in retail banking in years, arguably in a...

For eBusiness & Channel Strategy Professionals

Blog:Our View On What Matters In European Retail Banking eBusiness & Channel Strategy

The past five years have been awful for most European retail banks. The financial crisis, and the resulting recessions in most of Europe's economies, nearly destroyed some banks and crushed the...

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:How Italian Banking Customers Use Different Channels, 2011

The use of digital banking channels has grown rapidly in Italy, which has the highest mobile banking adoption in Europe — while the growth of branch use has come to a halt. Channel strategy...

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For eBusiness & Channel Strategy Professionals

Blog:Finovate Europe 2012: Innovation In Digital Financial Services

A number of people asked me to repeat my blog post from last year with my impressions from Finovate, so I thought I would. For those of you who aren’t familiar with Finovate, it’s a...

For eBusiness & Channel Strategy Professionals

Blog:Barclays Bank Raises Its Game In Digital Financial Innovation

At our Marketing & Strategy Forum last November, Sean Gilchrist, head of digital banking at Barclays Bank, talked passionately about the importance of customer experience to the work being done by...

For eBusiness & Channel Strategy Professionals

Blog:Digital Banking Innovation In Turkey

In our research on eBusiness and channel strategy, we often come across clusters of innovation where innovation by one company in a sector causes its competitors not only to match it, but to try to...