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: Digital Feature Fixes: Take Concrete Steps To Improve Your Digital Banking Capabilities

    Learn From The Best Digital Experiences In The Industry

    June 12, 2019 Alyson Clarke, Aurelie L'Hostis, Peter Wannemacher, August Du Pont

    Building great digital banking experiences isn't easy. Some digital banking teams have made preventable mistakes that make digital touchpoints less effective or harder to use than they can be. Forrester has published a series of briefs — each labeled as a "digital feature fix" — about digital banking features to illustrate good practices from leading banks. This brief is a short overview that links to those digital feature fix briefs.

  • For Customer Experience Professionals

    REPORT: The US Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience

    June 11, 2019 Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 260 brands across 16 industries in the US Customer Experience Index (CX Index™). We also unveil new 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 Security & Risk Professionals

    REPORT: Quick Take: Australia's PayID Breach Demonstrates The Importance Of Customer Trust

    June 6, 2019 Jinan Budge, Zhi-Ying Barry

    This week, a security breach involving the PayID service of Australia's New Payments Platform (NPP) came to light — an incident affecting tens of thousands of bank customers. Malicious actors used compromised accounts to perform about 600,000 NPP PayID lookups and succeeded in finding nearly 100,000 customer names. This quick take, Forrester's first analysis of the incident, highlights the importance of customer trust in ensuring the continuing innovation and longevity of mobile apps.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Banking Wave™: Indian Mobile Apps, Q2 2019

    While Evolving New Functionality, Focus On Usability Too

    May 30, 2019 Arnav Gupta, Amit Bhatia

    Mobile apps have become the touchpoint of choice for millions of Indians to manage their finances. Digital banking teams need to build mobile banking experiences around customer needs, empowering customers to manage their finances while reassuring them with helpful support. To see how helpful and easy to use mobile apps are to customers, we evaluated the apps of seven large Indian banks. This report 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: Video: Monzo Account Opening Review

    Watch Our Video On Opening A Monzo Account

    May 29, 2019 Benjamin Ensor, Alyson Clarke

    Monzo is one of the best known of more than a dozen digital banks now operating in the UK. Over the past four years, Monzo has won 2 million customers — half of them in the past eight months. We opened an account to show digital teams in other countries how Monzo helps prospects through the purchase journey. This report contains a video review of Monzo's account opening process and illustrates what digital business strategy executives can learn from it.

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