For eBusiness & Channel Strategy Professionals

How Dutch Consumers Use The Net To Research And Buy Financial Products

The Web's Role As A Sales Channel Is Growing Fast In The Netherlands

by Alexander Hesse, November 20, 2009

The Internet's role as a distribution channel for financial products is growing fast in the Netherlands. Nearly half of Dutch Net users researched at least one financial product online in the past year, compared with 40% in 2007, and one in five bought . . .

For Security & Risk Professionals

PCI X-Ray: File Integrity Monitoring

by John Kindervag, October 26, 2009

To effectively deal with the broad and complex requirements of Payment Card Industry (PCI) data security, you need to break the elements apart to provide enhanced clarity. We've designed the PCI X-Ray series to provide actionable information to help Forrester . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: Online Payment Methods In Europe  (518 KB PPT)

by Olesia Klevchuk, October 21, 2009

This highlight deck summarizes the key findings related to online payments from Forrester’s European Technographics Retail, Customer Experience, and Travel Online Survey, Q3 2009.

For Customer Experience Professionals

The Customer Experience Generation Gap

Customer Experience Index Scores Across Five Generations And 12 Industries

by Bruce D. Temkin, September 30, 2009

Across most industries, Seniors give firms the highest marks for customer experience, and Gen Yers give them the lowest. The most significant exception is that Older Boomers give PC manufacturers the lowest scores. The difference across generations is . . .

For eBusiness & Channel Strategy Professionals

Case Study: Royal Bank Of Canada Provides A Blueprint For A Next-Generation Sales Site

A Major Web Site Overhaul Drives Sales And Reduces Abandonment

by Brad Strothkamp, September 29, 2009

Royal Bank of Canada (RBC) topped Forrester's Canadian bank public Web site rankings in 2009. Key to RBC's success in this year's ranking was a stronger focus on online sales delivered through a revamped credit card and accounts Web site. The work took . . .

For Information & Knowledge Management Professionals

Case Study: ABN AMRO Cuts Costs, Improves Data Quality In Document Output And Core Apps

by Sheri McLeish, September 29, 2009

Today's customer communications demand seamless coordination between print and online channels. For regulated industries like financial services and insurance, documents require exacting standards to meet regulations that may vary and frequently change. . . .

For eBusiness & Channel Strategy Professionals

Why Americans Research Financial Products Online But Buy Through Other Channels

Channel Switching Is Driven Largely By Security And Support Issues

by Edward Kountz, Peter Wannemacher, September 22, 2009

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 online but buy offline. Security and a need for hand-holding . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: Online Banking Usage And Customer Journey For Financial Products  (439 KB PPT)

by Olesia Klevchuk, September 15, 2009

This highlight deck summarizes the key findings related to financial services from Forrester's European Technographics Benchmark Survey, Q2 2009. This is the third survey highlight in a series from the European Technographics Benchmark Survey, Q2 2009.

For Consumer Market Research Professionals

Technographics® Survey Highlights: US Youth Financial Behaviors And Attitudes  (442 KB PPT)

by Jacqueline Anderson, August 31, 2009

This highlight deck summarizes the key findings related to travel from Forrester’s North American Technographics Youth Online Survey, Q2 2009 (US). This is the third survey highlight in a series from the North American Technographics Youth Online Survey, . . .

For Customer Experience Professionals

Service Seekers Are More Loyal Than Price Seekers

Examining Four Segments Of Consumers Across 12 Industries

by Bruce D. Temkin, August 31, 2009

In previous research, Forrester created four segments of consumers based on their interest in low prices and good customer service: Service Seekers, Price Seekers, Price & Service Seekers, and Others. We examined the loyalty of these segments across . . .

For Information & Knowledge Management Professionals

Case Study: Heavy Lifting Upfront Gives FICO Strong Score In Translation

DITA, Content Management Cuts Localization Costs, Eases Globalization

by Sheri McLeish, August 27, 2009

Globalization and the desire to serve new markets require the translation of a businesses' content. From marketing materials to product information, translation traditionally takes place downstream in the authoring process. For technical publications, . . .

For Customer Experience Professionals

Best And Worst Of Financial Services Brand Building Web Sites, 2009: Credit Card Providers

by Ron Rogowski, August 17, 2009

How good are the brand experiences offered by major credit card Web sites? To find out, we graded the sites of four top brands — American Express, Capital One, Citigroup, and Discover — on how well they communicate their Brand Image and deliver value . . .

For eBusiness & Channel Strategy Professionals

Financial Web Sites Need Customer Service Help

Financial Services eBusiness Customer Service And Support Benchmark, 2009

by Diane Clarkson, Elizabeth Stark, July 31, 2009

As part of a larger analysis of 90 Web sites, Forrester evaluated the availability of online customer service and support among 30 leading financial services Web sites. Forrester found that most sites delivered inconsistent customer service availability, . . .

For Infrastructure & Operations Professionals

IT Compliance: From Painful To Pleasant

by Khalid Kark, July 31, 2009

With increasing workforce mobility and the extension of the business supply chain globally, organizations are struggling to keep up with increasing corporate and regulatory compliance requirements. Regulations such as the Health Insurance Portability . . .

For eBusiness & Channel Strategy Professionals

How US Credit Card Customers Use And Rate Issuers' Secure Sites

Customers Do Little More Than View And Pay Their Bills Online

by Emmett Higdon, Peter Wannemacher, July 30, 2009

There are more than 175 million credit card owners in the US, 85% of whom go online at least monthly. Overall, 73% of cardholders have used at least one feature on their provider's Web site in the past year, with younger cardholders showing an even greater . . .

For Customer Experience Professionals

Who Wants Low Prices Or Good Customer Service?

Examining Four Segments Of Consumers Across 12 Industries

by Bruce D. Temkin, July 23, 2009

In previous research, Forrester found that US consumers looked for good customer service more often than lower prices. To understand this dynamic in more detail, we created four segments of consumers: Service Seekers, Price Seekers, Price & Service . . .

For Security & Risk Professionals

PCI X-Ray: Network Segmentation

by John Kindervag, July 17, 2009

To effectively deal with the broad and complex requirements of Payment Card Industry (PCI) data security, you need to break the elements apart to provide enhanced clarity. We've designed the PCI X-Ray series to provide actionable information to help Forrester . . .

For eBusiness & Channel Strategy Professionals

What US Consumers Care About When Choosing A Credit Card

How To Earn A Customer More Efficiently In Tight Economic Times

by Edward Kountz, July 16, 2009

In a challenging market environment, understanding what drives consumers when selecting a credit card will help card product strategists better meet the demands of key prospect and cardholder groups. For example, rewards motivate affluent consumers more . . .

For eBusiness & Channel Strategy Professionals

European Consumers Need Multiple Online Payment Methods

Understanding The Diversity Of Payment Behaviors Among Online Buyers

by Lauriane Camus, Patti Freeman Evans, July 15, 2009

European online buyers still use a mix of electronic and offline payment methods when purchasing on the Internet. Plastic card (e.g., credit and debit card) payment methods dominate online purchases in most countries, and European online buyers are beginning . . .

For Consumer Market Research Professionals

Technographics® Insight: A Trended Look At Consumer Reactions To The Economy  (508 KB PPT)

by Jacqueline Anderson, July 13, 2009

This Technographics Insight is a trended look at consumers’ feelings about the economy and the actions they are taking to conserve, as well as an updated profile of conservers and non-conservers.

For Customer Experience Professionals

Best And Worst Of Financial Services Brand Building Web Sites, 2009

Forrester Applies Its Web Site Brand Review Methodology To The Sites Of 16 Top Financial Services Brands

by Ron Rogowski, July 10, 2009

How good is the overall experience offered by leading financial services brands' Web sites in 2009? To find out, Forrester graded the sites of 16 top financial services brands using Forrester's Web Site Brand Review methodology. Our tests measure how . . .

For Consumer Market Research Professionals

Technographics® Insight: Online Payment In Europe  (546 KB PPT)

by Joost van Kruijsdijk, July 1, 2009

This Technographics Insight takes a look at frequency of online buying across European countries and examines which payment methods these online buyers subsequently use to pay for their purchases.

For Customer Experience Professionals

Customer Experience Boosts Revenue

Modest Improvements Can Bring In $177 Million To $311 Million Per Year

by Bruce D. Temkin, June 22, 2009

Forrester's previous research has shown a high correlation between customer experience and three key elements of loyal behavior: willingness to buy more, reluctance to switch, and likelihood to recommend. But how does that affect a company's bottom line? . . .

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 Technology Sales Enablement Professionals

Hot Banking Tech Companies To Watch In 2009: Q2 Update

by Ellen Carney, June 17, 2009

The banking industry continues to suffer from the global recession and backlash from last fall's financial crisis. While it's tempting to believe that bank-related technology investment is dead, financial services firms are actively looking for specialized . . .