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 Application Development & Delivery Professionals

    REPORT: Banks Need To Prepare For Banking Application Ecosystems

    Forward-Looking Banks Plan To Assemble Their Banking Applications

    February 19, 2019 Jost Hoppermann

    Very few banks and technology leaders disagree that banks need complete digital transformation. Leading banks are moving to advanced digital target state architectures without creating new legacy. Banks need a future-proof architecture, including business capabilities delivered by third parties, that can support the changing financial services industry. This report offers architectural approaches that allow application development and delivery (AD&D) leaders to better prepare for open, customer-oriented, agile banking business models.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Digital Disruption Of Small Business Banking

    Banks Must Improve Digital Services For SMEs — Or Lose Customers To Disruptors

    February 19, 2019 Peter Wannemacher

    Over the past decade, established banks have worked hard to extend their products and services to retail customers who've moved onto digital touchpoints. But digital banking for small and medium-size enterprises (SMEs) has lagged. SME owners use a range of apps and websites, but banks' own digital services often trail those of the disruptors that are filling the gaps. As a result, established bank brands risk disintermediation. Digital banking teams need to shift from product-focused approaches to strategies and services designed around SME customer outcomes.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Use Customer Journeys To Guide Your Digital Banking Strategy

    Processes: The Digital Banking Strategy Playbook

    January 24, 2019 Aurelie L'Hostis, Oliwia Berdak

    Digital banking teams are keen to digitize the entire customer life cycle. They want to cut costs and offer convenience by enabling customers to research, buy, and manage loans, bank accounts, savings, and investments through digital touchpoints. But pushing toward 100% digital sales and service can result in misunderstandings of customer behavior and preferences and low adoption of newly developed digital tools. This report explores how to use customer journeys to guide the design, development, and delivery of your digital banking strategy. This report was originally published in December 2016; Forrester reviews and updates it periodically for continued relevance and accuracy, most recently in January 2019.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Help Digital Banking Customers With Budgeting And Saving

    Digital Feature Fix: Help Customers Stay On Top Of Their Finances With Effective Budgeting And Savings Tools

    January 18, 2019 Aurelie L'Hostis

    A common pitfall on banks' websites and mobile apps is a lack of budgeting and savings tools to help customers improve how they manage their finances. This brief explains why budgeting and savings goals are important, illustrates good practices from leading banks and fintech companies, and helps digital teams understand how to implement budgeting and savings goals effectively.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Q&A: The Top Five Questions Digital Financial Services Leaders Should Ask About AI In 2019

    Digital Execs Must Ask Strategic Questions

    January 15, 2019 Zhi-Ying Barry

    Interest in using AI is growing rapidly in the financial services sector. But digital financial services execs must be careful to not get caught up in the madness of chasing the next lofty AI project. Instead, stop and consider whether your organization is pursuing the right AI initiatives and what your organization must do for long-term AI success. This report dives into the impact of AI on financial services and the questions digital financial services execs should ask in 2019.

View all research

Analysts Who Cover Banking

View all related analysts