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 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: Banks Must Embrace Digital Business Models To Redefine Their Value To Customers

    Digital Leaders At Middle Eastern Banks Are Starting To Address Key Tasks That All Banks Must Master

    April 16, 2018 Zhi Ying Ng

    Facing tough economic conditions, competition from more agile players, and changing customer needs, banks in the Middle East are pursuing digital business models to generate new revenue streams and alter their cost base. To gain insight into leading practices, we conducted in-depth interviews with digital banking leaders in Egypt, Kuwait, Qatar, and the United Arab Emirates (UAE). This report helps Middle Eastern and global digital banking leaders who are looking to embrace digital business models.

  • For Application Development & Delivery Professionals

    REPORT: True Digital Banking Drives Interest In Core Banking

    Results From Forrester's Global Banking Platform Deals Survey 2018

    April 11, 2018 Jost Hoppermann

    State-of-the-art banking platforms — or their elements like core banking and digital channels — can create fresh opportunities for banks and their application development and delivery (AD&D) teams to deliver great customer experience (CX) and generate new business value more efficiently. To help AD&D teams more effectively navigate the jungle of solutions, Forrester surveyed key banking platform vendors about their 2017 deals. This report analyzes which vendors were able to enhance their market footprint and which functional areas were most interesting for banks.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Zelle Will Need To Prove Itself As The US P2P Payments Market Expands

    With Zelle, Incumbents Have Signaled A Vigorous Push Into Person-To-Person Payments, But Zelle Alone Doesn't Revolutionize P2P

    April 10, 2018 Peter Wannemacher

    Dozens of US banks have now rolled out Zelle, a P2P payments service, to offer customers the convenience of a Venmo-like amenity with quicker access to funds. More banks will follow suit, as Zelle is a useful addition to their online and mobile feature sets. But Zelle won't revolutionize P2P payments. Venmo and others will continue to innovate, forcing banks to keep up while finding ways to parlay Zelle into a new revenue stream or more than just another tool on their apps and sites. This report lays out our predictions for the future of Zelle and other P2P payment services.

  • For B2C Marketing Professionals

    REPORT: The Consumer Tech Stack

    Our 2018 US Benchmark Data Overview Reveals The Four Forces Of Adoption

    April 5, 2018 James L. McQuivey, Gina Fleming

    Humans were born to embrace the technologies we track. Coming into 2018, Forrester surveyed 110,460 online adults in 20 countries to see how much people of every type embrace technology, why they use it, and what that will mean for your business. The data practically screams "Prepare for rich customer conversations!" Read this US-focused report not only to see the data but also to prepare to give your customers technology-enabled, emotion-rich conversations that help them get what they want, when they want it.

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