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.


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  • For eBusiness & Channel Strategy Professionals

    Report: Win The Hearts Of Customers With Digital Money Management

    Digital money management in China is still in its early stages, but it will continue to develop as financial disruptors win customers and traditional banks slowly join the game. This report help...

  • For eBusiness & Channel Strategy Professionals

    Report: Global Mobile Banking Benchmark, 2017

    To stay relevant to customers, digital banking strategy executives need to deliver useful and usable mobile banking services that not only exceed customers' current expectations but also anticip...

  • For Customer Experience Professionals

    Report: Global Mobile Banking Benchmark: User Experience, 2017

    For banks, good user experience (UX) drives revenue through ongoing loyalty, deepened trust, and increased conversion, as Forrester's research has proven. But are mobile banking apps delivering ...

  • For eBusiness & Channel Strategy Professionals

    Report: Shift Your Obsession From Technology To The Customer

    In the wake of government plans to create a digital economy, Thai banks have swiftly pushed digital initiatives. But Thai customers are largely absent from these plans — which will inevitably pu...

  • For Application Development & Delivery Professionals

    Report: The Forrester Wave™: Digital Banking Engagement Platforms, Q3 2017

    In our 35-criteria evaluation of digital banking engagement platform (DBEP) providers, we identified the 11 most significant vendors — Backbase, CR2, EdgeVerve, Finastra (formerly Misys), Intell...

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