Digital Banking

Consumers are flocking to digital banking. Executives must lead a digital-centric strategy that earns loyalty by delivering consistently excellent experiences across flexible and extensible platforms, enhanced by third-party apps and integrated channels.

Latest Research

  • For eBusiness & Channel Strategy Professionals

    REPORT: Begin Designing Your Conversational Banking Strategy Now

    Chatbots And The Technology Behind Them Remain Immature, But Digital Banking Leaders Should Start Testing And Learning Now

    March 8, 2018 Peter Wannemacher, Aurelie L'Hostis

    A year ago, we wrote that too many banks were racing to launch chatbots but failing to focus on the risk of clunky, broken customer experiences. Despite the technology evolving over the past year, we still caution against an aggressive chatbot rollout. But digital business leaders should take action now to prepare for future conversational banking. This report showcases the banking chatbots and virtual agents beginning to create value for customers, outlines attributes that drive successful chatbots, and explains how to best approach conversational banking.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Reboot Customer Service As Part Of Your Digital Banking Strategy

    Digital Executives Will Drive The Success Of Their Customer Service Strategy

    March 5, 2018 Aurelie L'Hostis

    Contact centers lie at the heart of your digital transformation strategy. They play a crucial role in the engagement and support of customers who demand effortless customer service across all touchpoints, including digital. The future of the contact center lies in being a key customer engagement, financial advice, and sales hub. This report details how digital business strategy professionals must redefine their customer service strategy and build on a foundation of operational efficiencies to deliver differentiated customer service experiences across touchpoints.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Track Digital Banking Success With Customer-Centric Metrics

    Performance Management: The Digital Banking Strategy Playbook

    February 15, 2018 Zhi Ying Ng

    Digital banking success demands new metrics. Typical key performance indicators (KPIs) for digital banking are often product-centric or channel-specific, rather than customer-focused. Digital banking strategy leaders must put in place new metrics that measure the impact of digital business across the entire banking value chain. This report examines the business-focused and cross-touchpoint metrics that digital banking leaders need to measure the success of their digital business strategy. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Case Study: Intesa Sanpaolo Drives A Customer-Obsessed Digital Transformation

    Intesa Sanpaolo Digitizes Its Business Strategy To Boost Its Transformation

    February 13, 2018 Aurelie L'Hostis

    When Intesa Sanpaolo embarked on its digital business transformation program in 2014, it recognized the need to systematically look through the customer lens to deliver great customer experiences. It also knew it would have to digitize the very core of its business to drive long-term change. This case study outlines how the bank executed its strategy, starting with an overhaul of its digital banking platforms, and how that led to a wider operational transformation of the organization.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Winning The Payments War Requires Continuous Innovation

    Indian Banks Are Relying Upon Digital India To Support Their Game Plan For Payments

    February 12, 2018 Ashutosh Sharma, Arnav Gupta

    India's government is using digital enablement programs to increase Indians' use of digital tech and transform the economy into one that uses less cash. Digital consumers give banks and financial technology (fintech) firms opportunities to expand their digital payments ecosystems. Fintechs have lower barriers to entry; banks that do not innovate quickly risk missing the chance to build engaging relationships with customers. This report helps digital strategists at banks in India and elsewhere understand how continuous innovation can help them win as their country starts using less cash.

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