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

iPhone Apps Fill Mobile Banking Gaps

Forgotten Functionality Holds Clues To What Banks Should Do Next

by Emmett Higdon, Alexander Hesse, September 15, 2009

Apple's iTunes App Store now offers more than 1,000 personal finance applications from banks and third-party developers for download. While today's iPhone apps from the largest banks add little value beyond what is already delivered through online banking . . .

For Consumer Product Strategy Professionals

Case Study: Bank Of America Makes The Most Of Mobile Banking

A Mobile POST Case Study

by Julie A. Ask, Seth Fowler, September 3, 2009

Bank of America's mobile strategy aims to offer customers control of their accounts and convenient information through the most advanced mobile services available. Connectors and SuperConnecteds, whose cell phone habits include using productivity-enhancing . . .

For eBusiness & Channel Strategy Professionals

2009 Canadian Bank Secure Web Site Rankings

RBC Posts Solid Scores In All Areas Of Forrester's Review

by Emmett Higdon, August 25, 2009

Forrester again this year evaluated the secure Web sites of the seven largest Canadian banks and credit unions — Bank of Montreal, CIBC, Desjardins, National Bank of Canada, RBC Royal Bank, Scotiabank, and TD Canada Trust — using our Competitive Site . . .

For eBusiness & Channel Strategy Professionals

US Teen Millennials Underscore The Vital Nature Of The Online Channel To Financial Services

Profiling The Financial Attitudes And Behavior Of US Online Teenagers

by Brad Strothkamp, Peter Wannemacher, August 13, 2009

There are roughly 20 million Teen Millennials — individuals between 13 and 17 years old — in the US. As consumers, Teen Millennials tend to be loyal to brands but mistrustful of financial providers. Forrester's data shows that despite educational efforts . . .

For eBusiness & Channel Strategy Professionals

How The iPhone Has Changed Mobile Banking

The iPhone Is A Catalyst For Mobile Banking Adoption And Innovation

by Alexander Hesse, August 4, 2009

The iPhone is a powerful catalyst for mobile banking adoption and innovation. It improves the mobile Internet browsing experience, removes uncertainty about mobile browsing costs, makes it easier to download mobile applications, and unleashes a wave of . . .

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 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 Technology Product Management & Marketing Professionals

Expand Globally, Market Locally

Adapting The Four Ps Of Marketing To New B2B Markets

by Jennifer Belissent, Ph.D., March 31, 2009

Taking the show on the road — expanding into new markets — is a daunting proposition for tech marketers. New markets mean new requirements, including not only product features, but also price, promotion, and placement attributes — the Four Ps. New geographic . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: European Technographics Online Financial Services Survey, Q4 2008  (418 KB PPT)

by Olesia Klevchuk, Corina Matiesanu, March 20, 2009

This highlight deck summarizes the key findings from Forrester¿s European Financial Services Online Survey, Q4 2008.

For eBusiness & Channel Strategy Professionals

Canadians To Mobile Banking: We're Just Not That Into You

Few Canadians Are Interested In Mobile Banking; Fewer Still Use It

by Emmett Higdon, Peter Wannemacher, December 9, 2008

Half of Canadian online consumers are aware of mobile banking, but just 1% currently use the service, and only 3% more report any interest in doing so in the future. What's stopping online Canadians from adopting mobile banking as they have online banking? . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: North American Technographics Financial Services Online Survey, Q2 2008  (354 KB PPT)

by Jacqueline Anderson, September 29, 2008

This highlight deck reviews the key findings from the Q2 2008 Financial Services Online Survey. This survey covered questions given to US adults around financial products and habits.

For Enterprise Architecture Professionals

Intelligent Devices Will Drive Ubiquitous Banking

Smart Devices Will Shape High-Touch Banking

by Jost Hoppermann, September 23, 2008

An increasing number of banks are working on their long-term business and IT visions of the future, continually realigning their IT strategies. To help enterprise architects better understand the business and IT environment of the future, Forrester surveyed . . .

For eBusiness & Channel Strategy Professionals

Consumers Are Apathetic About Mobile Banking

A Lack Of Urgency And Availability Of Other Channels Holds Back Adoption

by Emmett Higdon, July 22, 2008

Despite their bank or credit union imploring them to "bank anytime, anywhere," online bankers and bill payers are uninterested in the mobile banking pitch. And while Gen X and Gen Y are slightly more receptive, the vast majority of online users are simply . . .

For Security & Risk Professionals

Extending Mobile Identity Beyond Authentication

Banks, Mobile Operators, And Vendors Team Up For SIM Card-Based Security

by Bill Nagel, April 11, 2008

With mobile phones reaching saturation levels in many countries, banks and other service providers are taking a second look at providing financial and commercial services over the mobile channel. Mobile banking and PKI both flamed out spectacularly in . . .

For eBusiness & Channel Strategy Professionals

Connecting The Dots To Mobile Banking And Payments

Leverage Connections To Online Banking To Speed Up Transition To Mobile Services

by Emmett Higdon, April 7, 2008

While mobile payments promise to fundamentally change online financial and retail services, customers today simply do not see the need for the payment functionality that banks are developing. To help spur adoption of this new payment paradigm, banks and . . .

For eBusiness & Channel Strategy Professionals

NFC-Based Mobile Payments in the US

Understanding Challenges of an Early-Stage Market

by Edward Kountz, March 24, 2008

US banks and wireless carriers have a growing interest in mobile proximity payments leveraging Near Field Communication (NFC) technology. However, ongoing trials highlight significant hurdles throttling broad-based deployment in the midterm.

For eBusiness & Channel Strategy Professionals

Case Study: Rabobank Reduces The Supply-Side Barriers To Mobile Banking

by Benjamin Ensor, Alexander Hesse, March 17, 2008

Rabobank has been a pioneer of mobile financial services and has a clear vision of the future of the channel. The Dutch bank was one of the first to launch transactional mobile banking services back in 2003. Finding that barriers like unclear costs and . . .

For Security & Risk Professionals

Case Study: 1 Million Strong For Absa

Rapid Response, Decisive Action, And Forward Thinking Add Up To Mobile Authentication Success

by Bill Nagel, January 31, 2008

In 2003, the South African bank Absa Group faced a big obstacle: It was the victim of one of the first major phishing attacks on Internet banking that the country had seen. Up to that point, account numbers and PINs had sufficed to safeguard customers' . . .

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

Will The iPhone Boost Mobile Banking?

by Benjamin Ensor, Alexander Hesse, December 11, 2007

Five months after Apple launched the iPhone in the US, the iPhone has gone on sale in Europe. Now banks are asking: "How will it affect mobile banking?" We think that the iPhone is an important evolutionary step for mobile banking. On the one hand, it . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: North American Financial Services Online Survey, Q3 2007  (348 KB PPT)

by Jacqueline Anderson, December 5, 2007

This highlight deck reviews the key findings from the Q3 2007 Financial Services Online Survey. This survey covered questions given to US adults around financial products and habits.

For Security & Risk Professionals

Mobile Authentication Marries Security With Convenience

A Token-Killing Form Factor For Secure Consumer Online Banking

by Bill Nagel, November 16, 2007

Financial institutions seeking to expand their online and mobile banking offerings to their entire customer base face the age-old challenge of balancing security with usability. Many banks feel trapped: Fail to implement strong authentication and incur . . .

For eBusiness & Channel Strategy Professionals

European Mobile Banking: An Inconvenient Truth

Most Large Banks Offer Mobile Banking But Few Consumers Use It

by Benjamin Ensor, October 25, 2007

Although most leading European retail banks offer mobile banking services based on SMS and mobile Internet to everyone with a capable phone, only 5% of Net users use them today. Those who do tend to be young, technology-savvy males with above-average . . .

Raining On The Mobile Banking Parade

Widespread Consumer Adoption Will Prove Elusive

by Catherine Graeber, September 18, 2007

Psst — have you heard? Mobile banking is the next killer application. While early pioneers with first-generation mobile platforms got burned back in 2000 with low consumer adoption and not-ready-for-prime-time technology, this time is going to be different! . . .