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Financial Services

Latest Research

  • For Application Development & Delivery Professionals

    REPORT: The Banking Platform Market Remains Stagnant, Though Smaller Banks Are Turning To Fintechs

    Results From Forrester's Global Banking Platform Deals Survey 2020

    June 3, 2020 Jost Hoppermann

    Modern banking platforms allow banks to elevate their customer experience and deliver more business value more effectively. But COVID-19 has exposed application and technology deficiencies that many banks will need to eliminate. To help banks find a well-suited solution, Forrester surveyed key banking platform vendors about their 2019 deals. This report analyzes which vendors were able to defend and enhance their market footprint, which functional areas were of most interest to banks, and which vendors dominated in which world regions.

  • For eBusiness & Channel Strategy Professionals

    REPORT: New Tech: Open Banking Intermediaries, Q2 2020

    Forrester's Landscape Overview Of 35 Providers

    June 2, 2020 Jacob Morgan

    Open banking requires that banks make their services available to third parties; however, differing standards, specifications, and deployments result in the need to resolve complexity across interfaces. A new crop of open banking intermediaries is forming, offering an integration and aggregation layer between banks and third-party providers. This report presents a review of the emerging open banking intermediary vendors to help banks and system integrators understand the capabilities within market segments and inform their technology strategies.

  • For Customer Experience Professionals

    REPORT: Best Practices: Web Chat For Investors

    What Real Investors Say About Web Chat Experiences

    May 28, 2020 Jennifer Wise

    Investment firms aim to offer web chat experiences that meet investors' expectations and drive use of the channel. To see how they stack up, we assessed the chat feature on eight investment firms' websites and tested these features with real investors to identify what they want, what works, and what doesn't. This report for CX and digital experience professionals explains investors' expectations and why they want to engage with web chat and highlights best practices we uncovered for creating successful web chat experiences.

  • For Customer Experience Professionals

    REPORT: Expectations And Experiences: The Impact Of Your Customers' Expectations On CX Quality

    May 26, 2020 Joana de Quintanilha, Victoria McRitchie

    Achieving excellent customer experience (CX) requires exceeding expectations — Forrester's Customer Experience Index (CX Index™) data proves it — but most brands are merely meeting expectations or falling short. This report explains the origins of expectations, their effects, and how to manage them, so that CX pros can steer their companies toward exceeding their customers' expectations for CX excellence.

  • For CMO Professionals

    REPORT: Retention Is Not Enough: Banks Must Build Emotion-Rich Relationships To Grow

    May 14, 2020 Dipanjan Chatterjee, Peter Wannemacher

    Banks have had a great run: For nearly a century, they've played an essential and highly visible role in people's lives, and most have consistently made tidy profits as a result. But many customers think of banks as undifferentiated, and a fast-growing crop of disruptors is threatening bank brands' relevance. The primary danger for banks isn't a spike in attrition, so customer retention won't be enough to address these threats. Instead, bank CMOs must drive sustained, profitable growth by focusing on three emotional "territories" as they redefine their relationships with customers.

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