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: The India Banking Customer Experience Index, 2017

    How Indian Banks Earn Loyalty With The Quality Of Their Experience

    January 17, 2018 Amit Bhatia

    How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of seven banking brands that we analyzed as part of the India 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 eBusiness & Channel Strategy Professionals

    REPORT: Use Customer Journeys To Guide Your Digital Banking Strategy

    Processes: The Digital Banking Strategy Playbook

    January 4, 2018 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 November 2017.

  • For Application Development & Delivery Professionals

    REPORT: Leverage AI-Powered Banking Platforms To Support True Digital Banking

    AI Will Become Mainstream In Off-The-Shelf Banking Platforms

    December 29, 2017 Jost Hoppermann

    The artificial intelligence (AI) space has quickly become a key tool for leading banks to improve customer experience (CX), increase process efficiency, and drive revenue. AI's increasing maturity means that banks' application development and delivery (AD&D) teams should consider off-the-shelf banking software powered by AI. This report provides an overview of AI use cases, how vendors are enhancing their solutions with AI, and how AD&D can leverage these solutions.

  • For Application Development & Delivery Professionals

    REPORT: Blockchain In Banking: Success Depends On Technology And Market Maturity

    Adapt Your Blockchain Plans To Geography And Use Case

    December 19, 2017 Jost Hoppermann, Martha Bennett

    Blockchain-based solutions remain highly immature. The technology itself is nascent, and nobody has yet developed the governance models that form the foundation for a functioning ecosystem. Nevertheless, many bank executives show a degree of enthusiasm that leads to inflated expectations and high investments that may not create sufficient value. This report helps application development and delivery (AD&D) professionals to determine the risk and the time to value of blockchain use cases and provides guidance on whether an organization should embark on its blockchain journey now.

  • For eBusiness & Channel Strategy Professionals

    REPORT: 2017 European Online Banking Functionality Benchmark

    BBVA Earns The Highest Overall Score

    December 13, 2017 Aurelie L'Hostis

    Tens of millions of Europeans use their banks' secure websites to conduct both routine and infrequent banking tasks. Digital banking strategy executives need to deliver online banking services that not only exceed customers' current needs and expectations but also anticipate their future needs and improve their financial well-being. To help digital banking teams improve their online banking services, Forrester used its Digital Banking Functionality Benchmark methodology to assess the secure websites of 13 retail banks in Europe.

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