Banking

Superior service and low or no fees are more important to customers than specific banking products themselves. To acquire and retain customers in a competitive field, banks must build trustworthiness and invest in support capabilities.

Latest Research

  • For Customer Experience Professionals

    REPORT: North American Mobile Banking Benchmark: User Experience, 2017

    Applying Forrester's Digital UX Review To 11 Mobile Banking Apps

    November 17, 2017 Andrew Hogan, Alex Causey, Jennifer Wise

    For banks, good user experience (UX) drives revenue through ongoing loyalty, deepened trust, and increased conversion, as Forrester's research has proven. But are North American mobile banking apps delivering good UX? To find out, we applied Forrester's digital UX review methodology to 11 banks from across Canada and the US. This report lays out our findings with a focus on best practices for customer experience (CX) pros who want to give bank customers a high-quality experience.

  • For eBusiness & Channel Strategy Professionals

    REPORT: 2017 US Credit Card Digital Sales Functionality Benchmark

    Bank Of America And Wells Fargo Lead This Year's Review Of Credit Card Sales

    November 15, 2017 Alyson Clarke, August Du Pont

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of the seven largest credit card issuers in the US across 42 individual criteria. Bank of America takes the lead again in our digital sales benchmark. This report helps digital strategy professionals benchmark their digital sales capabilities, identify crucial features and best practices, and plan for the future.

  • For Customer Experience Professionals

    REPORT: The Germany Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience

    November 13, 2017 Joana van den Brink-Quintanilha, Alex Causey

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across three industries in the Germany Customer Experience Index (CX Index™). We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The France Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience

    November 13, 2017 Joana van den Brink-Quintanilha, Alex Causey

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across four industries in the France CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The UK Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience

    November 13, 2017 Joana van den Brink-Quintanilha, Alex Causey

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the UK CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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