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: The State Of Digital Banking Transformation, 2019

    Transformation Strategies Can Be Obstacles Or Accelerators — Pick The Right One

    December 17, 2018 Jost Hoppermann

    Two years ago, the vast majority of banks were working on digital transformation or planned to start doing so soon. Today, many transformation initiatives are struggling, and some haven't even started. This report helps AD&D leaders at banks understand the reasons for this situation and offers an overview of the approaches and strategies that suit digital banking transformation.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Blockchain Is Years From Curing Cross-Border Payment Pains

    Distributed Ledger Technology Has Potential But Faces Significant Obstacles

    December 14, 2018 Meng Liu

    Although the winter of cryptocurrency has arrived in China, the underlying technologies — blockchain or distributed ledger technology (DLT) — remain one of the hottest tech topics in financial services. This is especially true for cross-border payments. This report helps digital strategy professionals understand the promise that DLTs hold for cross-border payments as well as the important challenges that need to be tackled before DLTs attain mainstream adoption.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Create Value For Customers With Nonbank Offers

    Digital Feature Fix: Engage Customers With Contextual And Personalized Offers

    December 13, 2018 Arnav Gupta, Aurelie L'Hostis, Zhi-Ying Barry

    Many banks are encouraging customers to use mobile banking with third-party offers and rewards. However, these efforts are often half-hearted and not relevant to customers in their context. At their best, nonbank offers provide a way to engage customers, drive app use, and create benefits for all parties involved. Digital banking teams should read this report to understand how to integrate nonbank offers and rewards and market them within digital banking.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Use Behavioral Economics To Inform Your Financial Well-Being Strategy

    Design Digital Experiences That Encourage Customers To Adopt Better Financial Habits

    December 13, 2018 Aurelie L'Hostis

    Advances in behavioral science have shed new light on how people make decisions — and that includes personal finance. Despite best intentions, people don't always stick to their financial goals. Several fintech startups and financial services firms have started weaving elements of behavioral economics into their digital experiences and financial well-being strategy to remove psychological barriers and help consumers develop sounder financial habits. Read this report to learn best practices from forerunners and move the needle on your customers' financial well-being.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Six Common Pitfalls On Indian Online Banking Websites

    Learn From Industry Best Practices How To Avoid These Mistakes

    December 11, 2018 Arnav Gupta

    Forrester recently concluded its Forrester Wave™ evaluation of online banking websites in India, which assessed the functionality and user experience (UX) of the online banking websites of seven large Indian banks. Read this report to discover the common functionality mistakes banks make and the lessons that banks' digital strategy professionals and their teams can learn from the best online banking sites in India and the rest of the world.

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