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: Use Customer Journeys To Guide Your Digital Banking Strategy

    Processes: The Digital Banking Strategy Playbook

    January 4, 2018 Aurelie L'Hostis, Oliwia Berdak

    Digital banking teams are keen to digitize the entire customer life cycle. They want to cut costs and offer convenience by enabling customers to research, buy, and manage loans, bank accounts, savings, and investments through digital touchpoints. But pushing toward 100% digital sales and service can result in misunderstandings of customer behavior and preferences and low adoption of newly developed digital tools. This report explores how to use customer journeys to guide the design, development, and delivery of your digital banking strategy. This report was originally published in December 2016; Forrester reviews and updates it periodically for continued relevance and accuracy, most recently in November 2017.

  • For Application Development & Delivery Professionals

    REPORT: Leverage AI-Powered Banking Platforms To Support True Digital Banking

    AI Will Become Mainstream In Off-The-Shelf Banking Platforms

    December 29, 2017 Jost Hoppermann

    The artificial intelligence (AI) space has quickly become a key tool for leading banks to improve customer experience (CX), increase process efficiency, and drive revenue. AI's increasing maturity means that banks' application development and delivery (AD&D) teams should consider off-the-shelf banking software powered by AI. This report provides an overview of AI use cases, how vendors are enhancing their solutions with AI, and how AD&D can leverage these solutions.

  • For eBusiness & Channel Strategy Professionals

    REPORT: 2017 European Online Banking Functionality Benchmark

    BBVA Earns The Highest Overall Score

    December 13, 2017 Aurelie L'Hostis

    Tens of millions of Europeans use their banks' secure websites to conduct both routine and infrequent banking tasks. Digital banking strategy executives need to deliver online banking services that not only exceed customers' current needs and expectations but also anticipate their future needs and improve their financial well-being. To help digital banking teams improve their online banking services, Forrester used its Digital Banking Functionality Benchmark methodology to assess the secure websites of 13 retail banks in Europe.

  • For eBusiness & Channel Strategy Professionals

    REPORT: 2017 US Credit Card Digital Sales Functionality Benchmark

    Bank Of America And Wells Fargo Lead This Year's Review Of Credit Card Sales

    November 15, 2017 Alyson Clarke, August Du Pont

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of the seven largest credit card issuers in the US across 42 individual criteria. Bank of America takes the lead again in our digital sales benchmark. This report helps digital strategy professionals benchmark their digital sales capabilities, identify crucial features and best practices, and plan for the future.

  • For eBusiness & Channel Strategy Professionals

    REPORT: How Italian Banking Customers Use Different Channels, 2017

    Weave Digital And Human Touchpoints Together To Deliver Superior Customer Experiences

    November 9, 2017 Aurelie L'Hostis

    Digital business strategy executives at Italian banks face a twofold challenge: Banks need to encourage less digital-savvy customers to use digital touchpoints for routine banking tasks; at the same time, banks need to maintain a human touch with more digital-savvy customers for when those customers want to talk to someone for more complex needs. Digital business strategy executives should encourage digital banking use, blend digital and human touchpoints, and improve the way they deliver personalized advice through financial advisors. This report was originally published in March 2015; Forrester reviews and updates it periodically for continued relevance and accuracy.

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