For eBusiness & Channel Strategy Professionals

European Banking Customers Continue Migrating Away From The Branch

Branches Are Losing Their Role As The Heart Of The Customer Relationship

by Alexander Hesse, October 28, 2009

The number of consumers visiting branches each month is falling slowly but steadily across Europe. Branch users tend to be lower-value customers who use branches mainly for day-to-day transactions like depositing and withdrawing money. Although online . . .

For Customer Intelligence Professionals

Case Study: ING Delivers Personalized Product Offers Across Channels In Real Time

by Alexander Hesse, October 27, 2009

Dutch bank ING's marketing campaigns were losing effectiveness because many of them weren't relevant to the bank's customers. The bank's organizational structure, processes, applications, and heavy reliance on direct mail were not meeting the needs of . . .

For eBusiness & Channel Strategy Professionals

How UK Banking Customers Use Different Channels

by Benjamin Ensor, October 9, 2009

The steady growth of online banking in the UK over the past decade is changing the way people use other banking channels. Half of UK adults still visit a branch each month, although the number of regular branch users has fallen. Banks' efforts to persuade . . .

For eBusiness & Channel Strategy Professionals

Case Study: How Commonwealth Bank Of Australia Redesigned The Secure Site For Sales

by Vanessa Niemeyer, Ph.D., August 13, 2009

In the course of its "Finest Online" project, Commonwealth Bank of Australia redesigned its NetBank Internet banking service with the objectives of building an excellent customer experience and driving online sales. The bank has implemented new content . . .

For Consumer Market Research Professionals

Technographics® Survey Highlight: North American Technographics Banking Online Survey, Q1 2009 (US)  (718 KB PPT)

by Corina Matiesanu, June 22, 2009

This highlight deck summarizes the key findings from Forrester’s North American Technographics Banking Online Survey, Q1 2009 (US).

For Enterprise Architecture Professionals

Case Study: Wachovia Demonstrates The Value Of Business Architecture

by Jeff Scott, June 12, 2009

As interest in business architecture heats up, IT and business executives are asking how they can use business architecture to drive value. Many organizations have started business architecture initiatives, but few have reached the point of producing . . .

For eBusiness & Channel Strategy Professionals

How Italian Banking Customers Use Different Channels

by Vanessa Niemeyer, Ph.D., June 1, 2009

Italian banking customers' channel use differs from that of most other Western Europeans. While customers elsewhere in Europe migrate from the branch to the Web, branch use in Italy keeps growing and online banking use remains low. eBusiness and channel . . .

For eBusiness & Channel Strategy Professionals

How Swedish Banking Customers Use Different Channels

by Alexander Hesse, May 27, 2009

With only 12% of Swedish banking customers using branches, Sweden has the lowest branch use in Europe. Swedish banks have successfully migrated the majority of their customers to ATMs and online banking — 83% and 71%, respectively. When they move customers . . .

For eBusiness & Channel Strategy Professionals

Trends 2009: European Retail Banking eBusiness And Channel Strategy

The Financial Crisis And The Recession Have Changed Priorities For Executives

by Benjamin Ensor, May 12, 2009

Under the impact of the financial crisis and the recession, eBusiness and channel strategy executives at European retail banks will focus on retaining customers and increasing efficiency in 2009. In this environment, we expect to see eBusiness and channel . . .

For eBusiness & Channel Strategy Professionals

How Spanish Consumers Use Banking Channels

by Alexander Hesse, April 16, 2009

Age and Internet access continue to be the strongest predictors of channel choice in Spain. Branches are used by mainstream consumers, whereas online and telephone banking attract a niche of young, high-value Net users. Online banking adoption in Spain . . .

For eBusiness & Channel Strategy Professionals

How French Banking Customers Use Different Channels

by Vanessa Niemeyer, Ph.D., February 23, 2009

French banking customers remained true to the branch for a long time. In the past three years, however, the growth of online banking in France has finally started to draw customers away from use of their traditional channel — with online banking especially . . .

For eBusiness & Channel Strategy Professionals

Trends 2009: North American Retail Banking eBusiness And Channel Strategy

Ten Areas Of Focus For The Next 12 Months

by Brad Strothkamp, February 19, 2009

2008 was tumultuous for financial services. Banks and lenders closed their doors, merged, saw their stock prices plummet, and slowed lending to all but the best consumers. So what should eBusiness executives expect for 2009? Forrester believes that eBusiness . . .

For eBusiness & Channel Strategy Professionals

How Dutch Banking Customers Use Different Channels

by Alexander Hesse, February 18, 2009

The Netherlands is the leader in online banking and ATM use in Europe. A whopping 95% of Dutch consumers use ATMs, and 78% use online banking at least monthly. Although no more than 14% use branches today, the long decline in branch use has stalled. With . . .

For eBusiness & Channel Strategy Professionals

How German Banking Customers Use Different Channels

by Vanessa Niemeyer, Ph.D., February 13, 2009

German banking customers tend to be adopters of either the Internet or the branch, with only a small group of people frequently using both channels. The migration of consumers from the branches to the Internet has regained speed as better educated, wealthier, . . .

For Consumer Market Research Professionals

Technographics® Survey Highlight: North American Technographics Customer Experience Online Survey, Q4 2008  (457 KB PPT)

by Jacqueline Anderson, January 23, 2009

This highlight deck summarizes the key findings from Forrester's North American Technographics Customer Experience Online Survey, Q4 2008.

For eBusiness & Channel Strategy Professionals

How German Savings And Investment Buyers Use Different Channels

by Vanessa Niemeyer, Ph.D., November 18, 2008

The economic climate in Germany has encouraged consumers to save more and shift toward more conservative savings and investment products. Germans show distinct channel behavior when researching and buying different savings and investment products. While . . .

For Enterprise Architecture Professionals

The Future Shape Of Banking Architecture In 2023

Industrialized Banking And The New CRM Will Support High-Touch

by Jost Hoppermann, November 14, 2008

Forrester's research on banking IT in 2023 identified a series of requirements and the architectural layers of the future banking platform. The key layers show: (1) a focus on personalized customer services and real-time information analysis; (2) a separation . . .

For eBusiness & Channel Strategy Professionals

High Touch Trumps High Tech When Switching Online Bill Payments

by Emmett Higdon, July 18, 2008

While US banks have successfully leveraged technology to simplify the account opening process, little progress has been made in using technology to help new customers easily move their online bill payment info over from their existing bank. The technology . . .

For Customer Experience Professionals

Banks' Cross-Channel Experience, 2008

An Industry Look At This Year's Best And Worst Of Cross-Channel Design

by Bruce D. Temkin, July 18, 2008

As part of a larger analysis of 16 firms, Forrester evaluated the cross-channel experiences of four large US banks — Bank of America, JPMorgan Chase, Wachovia, and Wells Fargo. As an industry, the banks scored slightly above average compared with other . . .

For Customer Experience Professionals

Bank Relationships Differ Across Ethnic Groups

by Bruce D. Temkin, June 30, 2008

Forrester asked nearly 5,000 US consumers about many aspects of their relationships with banks. We examined their feedback on overall customer experience and their satisfaction with Web, branch, and phone interactions, along with their plans to stay loyal . . .

For Consumer Market Research Professionals

Technographics® Insight: US Consumers Take To The Web For Some Banking Activities But Not Others  (214 KB PPT)

by Grey Held, June 12, 2008

This Technographics Insight takes a look at US online consumers¿ channel preferences for engaging in a variety of banking activities.

For eBusiness & Channel Strategy Professionals

Segmenting German Financial Consumers

German Financial Firms Face A Challenging Mix Of Consumer Types

by Vanessa Niemeyer, Ph.D., May 28, 2008

Our analysis of consumers' financial attitudes shows that we can divide people into four distinct types: Self-Directed consumers, Validators, Delegators, and Avoiders. Each customer type shows a characteristic behavior when it comes to making financial . . .

For Customer Experience Professionals

Customer Relationship Snapshot: Banks

How Relationships Differ Across Generations Of US Consumers

by Bruce D. Temkin, February 28, 2008

Forrester asked nearly 5,000 US consumers about many aspects of their relationships with banks. We examined their feedback on overall customer experience and their satisfaction with Web, branch, and phone interactions, along with their plans to stay loyal . . .

For Information & Knowledge Management Professionals

The Banking Industry Is Using Video To Better Meet Customer Needs

by Claire Schooley, January 30, 2008

Banks are beginning to use video to carry on business with customers remotely. Through branch office videoconferencing or video-enabled Web conferencing, banks conduct high stakes business: selling mortgages, advising on loans, discussing purchase and . . .

For eBusiness & Channel Strategy Professionals

How Canadians Rate Their Banks On Customer Advocacy

by Bill Doyle, November 15, 2007

Forrester's research shows that a key driver of deeper customer relationships is a trait we call "customer advocacy," the perception by customers that a firm has their best interests at heart. When Canadian customers rate their banks on customer advocacy, . . .