Peter Wannemacher

Driving engagement is top of mind for most digital banking leaders. Forrester’s research reveals the immense value — for both customers and banks — of useful, convenient digital banking experiences. The right mobile banking offerings, for example, can unlock new value for a customer and differentiate a bank’s brand. And our broader customer experience research […]

Our newly published research into people’s mobile banking needs, expectations, and behaviors surfaced 10 emerging must-have features and 10 emerging differentiators in mobile banking experiences.

Get five key takeaways from Forrester's recent review of mobile banking apps in North America in this preview of a new report.

Capital One’s plan to acquire Discover will change the shape of the financial services landscape (though not the fundamental forces that drive growth and success — but more on that later). To help you understand the implications of the proposed merger, Forrester took a deep dive into our research and data (full report for clients […]

No regulation was designed to ruin the customer experience, yet poor experiences in regulated industries abound. At CX Summit North America, we'll explore how leading organizations are navigating these challenges.

Shared finance is still a largely overlooked need, despite being a common one. Read four key findings from our new report.

Welcome back to Forrester’s blog series, 50/50, where we showcase two sides of a B2C marketing issue. This time, we explore how consumers feel about Capital One’s bid to acquire Discover — and how differentiated credit card brands are in the eyes of customers. The main catalyst for this research is Capital One’s announced plan […]

While most of fintech is slouching towards ubiquity, these five notable fintechs stand out. Learn what makes them different than the rest in this blog post.

L’année à venir risque d’être relativement calme pour le secteur bancaire, mais soyez vigilants. Voici quelques-unes des tendances clés à surveiller.

The year ahead may be relatively uneventful for the banking industry — but don’t count it out. Here are a few of the key trends to look out for.

Mobile banking matters more than ever in the US and Canada. Online banking usage is trending down as mobile banking usage and engagement continue to rise. In mobile banking channels, customers demand a widening set of features and services — and these mobile experiences have a major impact on brand perceptions and preferences. So what […]

Despite some of the market upheaval caused by inflation and other issues, SMBs remain a good opportunity for banks. Find out why.

Digital strategy is a continual process of developing and refining a company’s approach to a fast-shifting landscape, one that requires decisions about what to do and what to avoid. As noted corporate strategy expert Roger L. Martin put it, “Strategy is what you choose to do and not do in service of a particular goal.” […]

Sure, it’s an old and often-used analogy, but that’s because it’s useful: When a group of people cannot effectively work together because they’re speaking different languages, they have a Tower of Babel problem. The digital landscape is constantly and rapidly shifting, so your team needs shared vocabulary to develop and execute strategy. Digital teams in […]

You’d be forgiven for not noticing a fundamental change in the pedagogical methods for teaching kids to ride a bike: Training wheels are out; balance bikes are in. Actually, if you’re a parent of anyone under 15, you probably have noticed this shift. But within this shift lies a potent lesson in the power of […]

Traditional financial services firms should focus on improvements before they fall woefully behind fintechs and other competitors that are aiming for their customers.

Forrester has been tracking emerging capabilities, products, services, and features that customers will expect and demand on banks’ apps in the next three years. Here are three mobile banking features from the second of two reports we’ve recently released: Carbon footprint tools and green financial products. Forrester found that 35% of US online adults would […]

A confluence of factors makes digital business inherently fast-moving. Systems of exploration can help digital business strategies evolve and drive growth. Learn more.

Customers’ digital banking expectations have shifted. We look at three features that are now key in customers' minds.