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 CIO Professionals

    REPORT: The 2018 Outlook For US Industries And Their Tech Budgets

    Chemicals And Insurance Lead The Way; Government And Media And Entertainment Are Lagging

    December 13, 2017 Andrew Bartels

    As CIOs and their business partners develop their tech budget plans based on their business' strategy and requirements, it can be useful to look at what other firms are doing, especially firms in their own industry. So, in this report, we provide our forecasts by industry and high-level tech budget benchmarks for tech spending as a percentage of revenues by industry. We also address each industry's tech spending by category and the split between business technology (BT) and back-office technology spending.

  • 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: Best Practices In US Mobile Investing Functionality

    The Industry Has Far To Go To Meet The Holistic Needs Of Younger Investors

    December 7, 2017 Davis Janowski

    With expectations rising and substantial business at stake in landing and retaining 87 million US Millennial investors, digital wealth management teams know they need to improve their portfolios of mobile sites and apps. Forrester reviewed the mobile offerings of six leading US investment firms. This report will help digital business strategy professionals at investment firms understand what mobile features are being offered today, what constitutes best-practice, and what needs to be added.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Steer Your Customers' Insurance Journeys With Benchmarks

    Benchmarks: The Digital Insurance Strategy Playbook

    November 30, 2017 Ellen Carney

    Digital touchpoints must constantly evolve to reflect how consumers and small businesses research, buy, and use insurance. Digital insurance strategy leaders are under pressure to deploy digital services that delight their customers and foster loyalty. This report, which forms part of our digital insurance strategy playbook, details how digital insurance teams can apply Forrester's functionality benchmark methodology to assess how well their firms' digital touchpoints help the business win, serve, and retain customers. This is an update of a previously published report; Forresterreviews and updates it periodically for continued relevance and accuracy.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Use Customer Journeys To Guide Your Digital Insurance Strategy

    Processes: The Digital Insurance Strategy Playbook

    November 29, 2017 Oliwia Berdak, Joana van den Brink-Quintanilha

    Digital insurance teams are keen to digitize the entire customer life cycle. They want to cut costs and offer convenience by enabling customers to get quotes and buy, manage, and renew policies online. But pushing toward 100% digital sales and service can result in misunderstandings of customer behaviors and preferences, as well as 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 insurance strategy. This report was originally published in November 2016; Forrester reviews and updates it periodically for continued relevance and accuracy, most recently in October 2017.

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