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 eBusiness & Channel Strategy Professionals

    REPORT: Forrester Analytics: Mobile Payments Forecast, 2018 To 2023 (US)

    ForecastView Document

    March 13, 2019 Satish Meena

    We expect mobile payments in the US to grow at a compound annual growth rate (CAGR) of 16.8% from 2018 to 2023. Mobile remote payments, which include payments for retail, travel, food delivery, and mobile gaming, accounted for nearly 60% of mobile payments in 2018. We expect food delivery to grow the fastest, with a CAGR of 21.7% to 2023. Our forecast details the growth of mobile in-person payments, remote mobile commerce, and mobile peer-to-peer (P2P) payments from 2010 to 2023.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Forrester Analytics: Online Retail Forecast, 2018 To 2023 (US), Q4 2018 Update

    ForecastView Document

    March 8, 2019 Michael O'Grady

    While talks of economic uncertainty loom over the US, online retailing saw strong growth over the past year, with a 16% year-over-year increase. Consumer electronics, grocery (food and drink), and small appliances will drive eCommerce growth over the next five years. The forecast details growth across 30 product categories with historical data going back to 1998, and it calculates the share of online retail sales for each product category.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Race To Zero Fees In Investment Management

    Investment Management Firms Need To Differentiate Beyond Price To Win And Retain Investors

    March 6, 2019 Vijay Raghavan

    Investing in stocks has never been cheaper for US investors: Startups such as Robinhood and incumbents like Fidelity and J.P. Morgan are shaking up investing by offering stock and mutual-fund trades with zero commissions. As fees hit zero, investment management firms are evaluating and evolving their business models to remain relevant and attract customers. This report gives digital business strategy professionals advice on how to evaluate these disruptive price models and deal with the expectation of zero fees.

  • For Customer Experience Professionals

    REPORT: The Canada Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience

    March 4, 2019 Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 184 brands across 17 industries in the Canada Customer Experience Index (CX Index™). We also unveil surprising 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: Stop Tripping Your Mobile Banking Customers Up At The Door

    Digital Feature Fix: Focus On Building Convenience And Trust During Mobile App Login

    March 1, 2019 Amit Bhatia

    Many mobile banking apps create a poor first impression by making customer enrollment and login harder than they need to be. To help digital banking teams avoid this common pitfall, this brief both explains why mastering the login experience is important and illustrates good practices from leading firms. Read this report to understand how to deliver a good login experience.

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Analysts Who Cover Financial Services

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