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: Help Digital Banking Customers With Budgeting And Saving

    Digital Feature Fix: Help Customers Stay On Top Of Their Finances With Effective Budgeting And Savings Tools

    January 18, 2019 Aurelie L'Hostis

    A common pitfall on banks' websites and mobile apps is a lack of budgeting and savings tools to help customers improve how they manage their finances. This brief explains why budgeting and savings goals are important, illustrates good practices from leading banks and fintech companies, and helps digital teams understand how to implement budgeting and savings goals effectively.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Benchmark Your Customers' Digital Banking Journeys

    Benchmarks: The Digital Banking Strategy Playbook

    January 9, 2019 Peter Wannemacher

    Digital banking strategy leaders aim to differentiate with services that meet or exceed customers' needs and expectations. To help them understand where they stand, we developed our Forrester Industry Wave™ methodology to measure what objectives a customer can achieve via a bank's apps and websites and how convenient the bank makes the experience for the customer. This report outlines how digital banking strategy teams can use Forrester's methodologies to gauge where they stand against their customers' needs and their competition.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The BATJ Firms Are Driving Digital Financial Services For All

    Baidu, Alibaba, Tencent, And JD.com Are Innovating Financial Ecosystems In China And Around The Globe

    January 3, 2019 Meng Liu

    The financial technology (fintech) arms of Baidu, Alibaba, Tencent, and JD.com (BATJ) — four of the world's 10 largest fintech entities in 2018 — are now targeting financial services markets outside of China. However, their global expansion strategies will be very different from the strategies that made them successful in China as these subsidiaries become true fintech vendors. Digital strategy pros can use this report to understand how the BATJ companies are evolving their global expansion strategies and how they can benefit from partnering with these firms.

  • For Customer Experience Professionals

    REPORT: The India Banking Customer Experience Index, 2018

    How Indian Banks Earn Loyalty With The Quality Of Their Experience

    January 2, 2019 Amit Bhatia

    How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven banks that we analyzed as part of the India 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 eBusiness & Channel Strategy Professionals

    REPORT: Organize For Digital Banking Success

    Organization: The Digital Banking Strategy Playbook

    December 24, 2018 Frederic Giron

    Banks need to become customer-led, insights-driven, faster, and more connected to their external ecosystem if they want to be relevant in a digital world. In this transformation journey, digital leaders will evolve their organizational structure as their banks' digital maturity advances. This report helps digital banking leaders understand what organizational model they should embrace to successfully execute their digital business strategy. This is an update of a previously published report; Forrester reviews and updates it periodically to ensure continued relevance and accuracy.

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