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 Customer Experience Professionals

    REPORT: The US Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience

    June 19, 2018 Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 287 brands across 19 industries in the US Customer Experience Index (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 Customer Experience Professionals

    REPORT: The US Banking Customer Experience Index, 2018

    How US Banks Earn Loyalty With The Quality Of Their Experience

    June 19, 2018 Alyson Clarke, Gina Bhawalkar, August Du Pont

    How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 18 multichannel banks and 10 direct banks that were analyzed as part of the US CX Index. We also unveil 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: The Forrester Banking Wave™: Indian Mobile Apps, Q2 2018

    Mobile Banking Apps Fail To Deliver Balanced Functionality And User Experiences

    June 13, 2018 Amit Bhatia, Arnav Gupta

    Digital banking leaders need to build mobile banking experiences around customer needs, empowering customers to manage their finances while reassuring them by providing support along the way. To see how helpful banking apps are to customers, we evaluated the apps of seven large Indian banks. This Industry Wave™ lays out where these banks excel, where they lag, and what digital business strategy and customer experience (CX) executives can learn from them.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Banking Wave™: European Mobile Apps, Q2 2018

    Mobile Banking Leaders Are Raising The Bar On Functionality And User Experience

    June 12, 2018 Aurelie L'Hostis, Alex Causey

    Mobile apps have become the touchpoint of choice for millions of Europeans to manage their finances. Digital banks need to build mobile banking experiences around customer needs, empowering customers to manage their finances while reassuring them by providing ongoing support. To see how helpful and easy to use mobile apps are to customers, we evaluated the apps of 12 large European banks. This report lays out where these banks excel, where they lag, and what digital business strategy and customer experience executives can learn from them.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Banking Wave™: US Mobile Apps, Q2 2018

    USAA Leads By Offering Robust Features That Are Easy To Use

    June 7, 2018 Peter Wannemacher, Gina Bhawalkar, August Du Pont

    Digital business leaders and customer experience professionals at banks have to design, build, and help deliver mobile experiences that assist customers in conveniently achieving their objectives and — in doing so — differentiate their bank's brand. To assess how helpful and easy to use banks' mobile apps are for customers, we evaluated seven large US banks' mobile apps. This report identifies where these banks excel and where they lag and lays out what executives and their teams at other banks can learn from them.

View all research

Analysts Who Cover Banking

View all related analysts