Forrester

For eBusiness & Channel Strategy Professionals

Report:Mobile Channel Strategy: An Overview

How eBusiness Leaders Should Approach Mobile As A Sales And Service Channel

Across the globe, the mobile channel is growing at a rapid rate. eBusiness and channel strategy leaders at B2B and B2C firms are at the forefront: 94% of eBusiness managers we surveyed are either...

• Downloads: 2166

For eBusiness & Channel Strategy Professionals

Report:The State Of US Mobile Banking: 2011

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...

• Downloads: 1488

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: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: 1478
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For eBusiness & Channel Strategy Professionals

Report:What Financial Functionality US Consumers Want On Mobile Devices

Nail The Basics To Quickly Expose The Value Of The Channel

In the US, adoption of mobile financial services is rising: 11% of US online adults are now mobile bankers and 7% of those with investment accounts are mobile investors, although just 3% of online...

• Downloads: 1323

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: 1262
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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

Report:Why Americans Research Financial Products Online But Buy Through Other Channels

Channel Switching Is Driven Largely By Security And Support Issues

Many US customers use multiple channels when buying financial services products, crossing channels during their path to purchase. Among online adults, 41% of financial product applicants research...

• Downloads: 1014

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: 950
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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: 1047

For eBusiness & Channel Strategy Professionals

Report:2012 US Mobile Banking Functionality Rankings

Forrester Evaluates The Top Four Banking Providers' Client-Facing Mobile Offerings

Mobile banking adoption is growing at a rapid rate, and banking providers continue to invest more and more resources in their mobile services. We applied our Mobile Banking Functionality Benchmark...

• Downloads: 997
• Comments: 2
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For eBusiness & Channel Strategy Professionals

Report:How eBusiness Executives At Financial Services Firms Are Successfully Using Twitter

Forrester Identifies Five Attributes Of Valuable Client Interactions Via Twitter

Forrester measured the Twitter activity of 30 North American financial services firms. We found that successful financial services brands on Twitter are proactive, multichannel, conversational,...

• Downloads: 951

For eBusiness & Channel Strategy Professionals

Report:The US Auto Insurance Buyer's Journey

The Web Is Critical To Research, But Many Shoppers Cross Channels To Apply

Four in five US adults own auto insurance, and more than one in four applies for a new policy each year. We used Forrester's Technographics® data to analyze how millions of US adults research,...

• Downloads: 845

For eBusiness & Channel Strategy Professionals

Report:The US Life Insurance Buyer's Journey

Most Buyers Research On The Web Or In Person; Few Apply Online

Half of US adults own life insurance, and roughly 25 million apply for a new policy each year. The Web has recently overtaken agents as the most commonly used channel among US life insurance...

• Downloads: 873

For eBusiness & Channel Strategy Professionals

Report:Who's Researching Life Insurance Online?

Of the 3 million Americans who have researched life insurance during the past year, more than one in three used the Internet to do so, making it the second most popular research channel after...

• Downloads: 659

For eBusiness & Channel Strategy Professionals

Report:The Financial Crisis Spawns One-Stop Shops

Which Consumers Are Willing To Consolidate Products At One Firm, And What Do They Want?

The financial crisis in the US is creating a new wave of financial supermarkets that combine banking and investing. These one-stop shops hope their greater breadth will win more customer wallet...

• Downloads: 584

For eBusiness & Channel Strategy Professionals

Report:The State Of US Small Business Banking

Nearly Two-Thirds Of Small Businesses Use The Web For Financial Transactions

There are more than 25 million small businesses — firms with fewer than 500 employees — in the US, and more than one in 10 US online consumers is a small business owner. The recession has...

• Downloads: 675

For eBusiness & Channel Strategy Professionals

Report:Case Study: American Express OPEN Capitalizes On Small Businesses' Craving For Community

OPEN Forum, A Branded Website, Grew Out Of Offline Networking Events

Small business owners are hungry to talk to their peers about shared needs, topics, and solutions. American Express OPEN — the small-business arm of American Express — recognized this...

• Downloads: 726

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:Getting The Online Auto Insurance Word Out

Auto Insurance Purchasers Frequently Do Not Know About Online Applications

The number of US online consumers applying for auto insurance over the Internet has more than tripled in the past five years. With such staggering growth, auto insurance eBusiness managers must...

• Downloads: 582

For eBusiness & Channel Strategy Professionals

Report:Getting More Financial Services Shoppers To Apply Online

Many North Americans Have Not Applied Online But Would Consider Doing So

eBusiness professionals at financial firms must understand not only who is already buying financial products on the Web but also who is the most likely to do so in the future. Forrester identified...

• Downloads: 549

For eBusiness & Channel Strategy Professionals

Report:What US Mass-Affluent Investors Want From Their Investment Firms' Web Sites

Account And Portfolio Data Remain Most Important

Mass-affluent investors represent one-third of all US households and control about the same proportion of retail investment assets. Four in five online mass-affluent investors have visited their...

• Downloads: 646
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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: 757
• Comments: 1
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For eBusiness & Channel Strategy Professionals

Report:What US Affluent Investors Want From Their Investment Firms' Web Sites

Account Data Is Most Important, With Vanguard Rated Highest For Quality

More than three-quarters of all US online affluent investors use their investment firms' Web sites, up from two-thirds in 2005. What site features do they value most? Balances and holdings are by far...

• Downloads: 600

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