Financial Services

Banks, credit unions, and other companies that provide transactional services including savings and investment accounts. Financial Services research analyzes the impact of technology on how retail financial services are manufactured, sold, and serviced. This research helps banking, insurance, investment, and credit executives understand emerging trends in technology and how consumer attitudes will affect their adoption of new products and services. Our banking research has a special emphasis on electronic payments; our wealth management research is particularly strong on the electronic delivery of advice.

Latest Research

  • For Customer Experience Professionals

    REPORT: A Customer Success Management Program Is Good For You And Your Clients

    How Customer Success Management Supports Both The Buyer's And Seller's Goals

    September 20, 2018 TJ Keitt

    Increasingly, customer experience (CX) professionals at B2B companies have shown interest in helping their businesses build customer success management (CSM) programs. However, skeptical business leaders will want to know the value of making this investment. This report outlines how customer success benefits both businesses and their clients.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Design And Implement A Centralized Alerts Hub For Your Digital Banking Customers

    Digital Feature Fix: Boost Alerts Enrollment And Usage By Improving Management Tools

    September 20, 2018 Peter Wannemacher

    Our reviews for our Forrester Industry Wave™ research routinely reveal that digital banking sites and mobile apps are missing important content, features, or functions that help customers complete their goals. One common customer pain point is difficulty in setting up and managing alerts. To help, this brief lays out why banks should improve their alerts management capabilities and illustrates good practices from leading banks.

  • For eBusiness & Channel Strategy Professionals

    REPORT: North American Wealth Management Firms Must Embrace Digital To Stay Relevant

    Digital Technology Brings New Opportunities And Threats To Wealth Management

    September 19, 2018 Vijay Raghavan

    There are multiple forces and innovations changing how Americans and Canadians invest in the stock market. Powered by digital technology, the wealth management industry is transforming to meet the increasing needs of today's customers. This report focuses on how these factors are shaping wealth management in North America and the key actions that digital business strategy teams must take now to remain relevant.

  • For Customer Experience Professionals

    REPORT: The Top Four Takeaways From SF Design Week 2018

    September 18, 2018 Andrew Hogan, Gina Bhawalkar, Kelly Price

    The 2018 SF Design Week (in July) provided a window into what top designers are working on and thinking about through 197 presentations, panels, and other activities from Airbnb, Chase, Facebook, Google, IDEO, Kaiser Permanente, Salesforce, UCSF, and many others. This report lays out the four themes Forrester believes mattered most for customer experience (CX) pros and what they mean to companies aiming to design experiences that drive growth.

  • For B2C Marketing Professionals

    REPORT: Spend On Marketing Performance Measurement Doubles By 2023

    Benchmarks: The Marketing Measurement And Insights Playbook

    September 17, 2018 Jim Nail

    Marketing performance measurement is becoming increasingly data-driven, applying sophisticated statistical analytic approaches to link marketing to revenue. Demand for software and services supporting these advanced approaches will nearly double by 2023. Marketers who disregard this trend should read this report to understand the risk of falling behind competitors who embrace these powerful tools.

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