Forrester

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

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: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:The State Of North American Digital Banking: Priorities, Goals, And Metrics

This is the first of two reports that details the findings from "The State Of North American Retail Banking eBusiness 2012," a Forrester report conducted in partnership with the Consumer Bankers...

• Downloads: 737
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For eBusiness & Channel Strategy Professionals

Report:Trends 2013: Five Trends Shaping The Next Generation Of North American Digital Banking

In this report we explore five trends that will affect the next generation of digital banking. Rising digital customer expectations, advances in technology, and continued digital disruption threats...

• Downloads: 274

For eBusiness & Channel Strategy Professionals

Report:Technographics® Survey Highlights: Financial Services And Social Media

This survey highlight looks at consumer preferences for interacting with financial services via social networking sites.

• Downloads: 11

For eBusiness & Channel Strategy Professionals

Report:Benchmarking German Banks' Sales Sites, 2011

eBusiness Executives Should Prioritize Adding Product Selection Functionality

Forrester evaluated the public websites of eight German banks using our Website Functionality Benchmark methodology — and found gaps in marketing, advice, and application support. Few German...

• Downloads: 247

For eBusiness & Channel Strategy Professionals

Report:Getting Mobile Banking Strategy Right

Strategic Plan: The Mobile Banking Strategy Playbook

Mobile strategies fail when firms approach them as purely technology solutions or marketing initiatives without clear business objectives and stakeholder support. Having a documented strategic plan...

• Downloads: 412
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For eBusiness & Channel Strategy Professionals

Report:Paperless Plight: Growing Resistance Outpaces Adoption Among US Bank Account Holders

Low Penetration Suggests A Change In Strategy Is Needed

With more US consumers accessing their bank accounts through multiple channels today, the value of a paper snapshot of their financial activity would seem to have shrunk considerably. And yet the...

• Downloads: 505

For eBusiness & Channel Strategy Professionals

Report:Customer Advocacy 2010: How Canadian Customers Rate Their Banks

Forrester's research shows that a key driver of customer retention and deeper customer relationships is a trait we call "customer advocacy," the perception by customers that a firm does what's best...

• Downloads: 277

For eBusiness & Channel Strategy Professionals

Report:Benchmarking UK Banks' Sales Sites, 2010

The Co-Operative Bank Has The Best Content And Functionality

Forrester evaluated the Web sites of the 10 largest UK retail banking brands — Barclays, Halifax, HSBC, first direct, Lloyds TSB, Nationwide, NatWest, Santander, The Co-operative Bank, and...

• Downloads: 476

For eBusiness & Channel Strategy Professionals

Report:US Bankers Want More From Digital Banking

Basics Cut It Online But Bankers Demand More From Mobile Banking

Digital bankers — online, mobile, or tablet bankers — use basic account features like account balances and transaction histories and find them important. But our analysis of digital...

• Downloads: 592

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: 114

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...

• Downloads: 313
• Comments: 1
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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:How Spanish Banking Customers Use Different Channels, 2011

Spanish banks have been at the forefront of banking innovation in Europe, yet customer behavior in Spain has been slow to change. Spanish customers are more likely than customers almost anywhere in...

• Downloads: 360
• Comments: 1

For eBusiness & Channel Strategy Professionals

Report:Forrester Research Mobile Banking Forecast, 2012 To 2017 (US)

ForecastView Spreadsheet

Adoption of mobile banking by individual mobile users. The forecast segments the addressable market and reports for mobile bankers by generation (age), phone type, access type (SMS, mobile site,...

• Downloads: 4

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:Optimize Your Mobile Banking Strategy

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...

• Downloads: 649
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For eBusiness & Channel Strategy Professionals

Report:Case Study: How SNS Bank Put The Web At The Heart Of Its New Multichannel Strategy

To achieve its goal of becoming the best self-service bank in the Netherlands, SNS Bank developed an innovative multichannel banking strategy that puts the Web at the center of the customer...

• Downloads: 1020

For eBusiness & Channel Strategy Professionals

Report:How Polish Banking Customers Use Different Channels

The Polish retail financial services market is characterized by strong growth and fierce competition among a large number of banks, many of them foreign-owned. With current account ownership growing...

• Downloads: 201

For eBusiness & Channel Strategy Professionals

Report:Best Practices In Multichannel Financial Services Sales

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...

• Downloads: 1714

For eBusiness & Channel Strategy Professionals

Report:The Changing Landscape Of US Consumers' Digital Banking

A Technographics® Data Essentials Document

While 80% of US consumers still use a branch for some part of their banking needs, more than 40% now use the online channel. US consumers are continuing to make greater use of digital channels,...

• Downloads: 210

For eBusiness & Channel Strategy Professionals

Report:eBusiness Professionals In Financial Services: Social Media Is About More Than Just Marketing

eBusiness Has A Key Role In The Understanding And Usage Of Social Media

Forrester recently published an analysis of the social habits of financial service customers along with a scan of current regulations and existing social marketing efforts. Overall, social media...

• Downloads: 577

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