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 eBusiness & Channel Strategy Professionals

    REPORT: Make It Clear Why Prospects Should Bank With You

    Digital Feature Fix: Give Prospects A Compelling Reason To Choose Your Bank

    August 17, 2018 Alyson Clarke, August Du Pont

    Our reviews for our Forrester Industry Wave™ reports often reveal that some bank, credit union, and credit card websites and mobile apps are missing important content, features, or functions that help customers complete their goals. A common pitfall is failing to differentiate and show prospects why they should choose your bank over the competition. To help, this brief explains why differentiation is important, illustrates some good practices from leading firms, and helps digital teams understand how to display their value proposition to prospects effectively.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Look For Banking Applications With Embedded Artificial Intelligence

    Off-The-Shelf Capabilities Offer A Fast Path Toward AI

    August 10, 2018 Jost Hoppermann

    Artificial intelligence (AI) has quickly become a key tool for leading banks to improve customer experience, increase process efficiency, and drive revenue. AI's increasing maturity means that banks' digital business leaders should consider off-the-shelf AI-powered banking software. This brief provides an overview of AI use cases that banking platform vendors plan to have available within the next two to three years.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Pick The Right Tech For Your Digital Banking Venture

    Navigate The Technology Choices For Your Fintech Startup

    August 8, 2018 Oliwia Berdak, Jost Hoppermann

    New banking logos are proliferating, with incumbents joining the ranks of fintech startups to capitalize on new digital business models. As the heads of these new ventures and digital business strategy executives plot their vision and revenue streams, they must not neglect one key decision: the banking technology of the new business. The "tech" of the fintech will determine the venture's innovation, budget, and timescale.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Best Practices In Australian Mobile Banking Functionality

    CommBank And Westpac Charge Ahead With Impressive Functionality

    August 2, 2018 Zhi Ying Ng

    Mobile apps are the touchpoint of choice for millions of Australians to do their banking and manage their finances. With expectations rising, digital banking teams know that they need to improve their mobile apps to ensure that they build mobile banking experiences around customer needs. For this report, Forrester reviewed the mobile apps of the Big Four banks in Australia to help digital business strategy professionals at banks understand what mobile features are on offer today, what banks need to add, and what constitutes best practice.

  • For eBusiness & Channel Strategy Professionals

    REPORT: How US Consumers Research And Buy Checking Accounts, 2018

    Family And Friends Strongly Influence Decisions, And Branches Still Dominate The Application Process

    August 2, 2018 Alyson Clarke

    Checking accounts are one of the top-selling financial products in the US. But more importantly, checking accounts are central to a customer's relationship with their primary bank. To help digital teams win the checking account relationship, we surveyed US online adults to find out how they research and buy checking accounts. Digital banking executives need to lift their game and provide a faster digital account opening if they want more customers to apply online.

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