Banking
Banks face many challenges: declining customer loyalty, an emergent fintech class, and commerce platforms that continue to inch toward providing financial services. Read our insights on how the banking industry is changing and how banks can transform and thrive amid unprecedented disruption.
Insights
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Finacle Conclave 2025 Insights: An Evolving Legacy Shaping The Future Of Banking
Over two immersive days, this year's event underscored both the urgency and the opportunity for banks to evolve boldly in the face of rapid disruption.
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Predictions 2026: How Financial Services Can Thrive Amid AI Disruption
For financial institutions, lingering trust concerns, regulatory constraints, and the relentless pace of innovation loom large. The question isn’t whether to adapt — it’s how fast and how boldly they can pivot to thrive in a zero-click, machine-driven future.
Predictions 2026: Your Planning Starts Here
2026 will demand proof, not promises. Explore Forrester’s Predictions resources — guides, webinars, and blogs — to plan smarter, lead with trust, and stay ahead of disruption.
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Architects Must Go Where Value Flows And Make Process Outcomes The Center Of EA
Customer journeys, value streams, and day-to-day processes are where value is created — or lost. Yet most enterprise architecture (EA) teams still optimize IT systems in isolation — disconnected from the business outcomes they’re meant to support. Find out how EA teams can pivot from system-centric to process-centric approaches.
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Banking’s New Power Role: The Chief Digital, Data, And AI Officer
Banks are appointing chief data, digital, and AI officers, signaling a strategic shift in leadership — and operating models.
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European Banks Have Room To Grow — And Leaders To Learn From
Forrester’s Total Experience Score shows that many European banks aren’t delivering on brand promises. Explore which banks lead in customer and brand experience.
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How Financial Services Firms Align Business And Technology Strategies In 2025
Financial services firms are increasing technology investment in 2025 to improve customer experience, align business and IT strategies, and drive strategic growth amid economic uncertainty.
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Today’s Leaders Must Heed AI Advice For Future Disruptors
Startup founders, investors, technologists, and operators are all working frantically to get an early jump onto the AI train. Find out why and get more of the key takeaways from the recent Startup Boston Week event.
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Adaptive Mobile Banking: Forrester’s 2025 European Insights
Discover how European banks are turning mobile apps into smart, conversational experiences. Forrester’s 2025 review reveals key trends and leaders.
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A Peek At Bank Of America’s AI Playbook
Bank of America has quietly built one of the most disciplined AI strategies in financial services. In this case study, we explore how the bank laid a data-first foundation, scaled its virtual assistant Erica, and turned AI into a compounding advantage — offering valuable lessons for any organization navigating digital transformation.
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What’s Hot For Enterprise Fraud Management In APAC In 2025
As AI-driven threats increase across the APAC region, so do enterprise fraud management technologies. Find out what fraud management professionals in APAC should pay attention to when evaluating solutions and vendors.
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US Banks’ Total Experience: Brand Promises Fall Short, And CX Is Declining
Banks create value by winning customers and then serving them in ways that deepen the relationship and drive retention. Forrester’s new Total Experience Score rankings for 25 US banks reveal that banks’ brand promises aren’t resonating and that CX has declined. So what’s going wrong, and which banks are getting it right? What Is Forrester’s […]
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How Emerging Tech Will Transform Digital Banking Experiences Over The Next Decade
Over the next decade, banks, fintechs, and big tech firms will use a combination of maturing and emerging technologies to introduce innovative interfaces, making digital experiences more intuitive and human-centered. These technologies will amplify consumer understanding, enhance automation, and accelerate the orchestration and delivery of digital banking experiences. As a result, digital banking experiences are evolving to become more assistive, anticipatory, and agentic, empowering consumers in unprecedented ways.
What It Means: A Forrester Podcast
Forrester analysts provide their perspectives on the latest business and technology headlines.
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Maximizing Financial Services CRM Value: Strategic Alignment And AI Adoption
A modern CRM is core to connecting organizational silos to drive customer and business value. Today, CRMs are integrating AI and adding intelligent agents to boost productivity and deliver personalized customer experiences at scale. This makes modern CRM an indispensable tool for financial services firms aiming to enhance customer experience, streamline operations, and drive growth. […]
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Banks Need Modern Identity Verification Solutions To Stay Competitive And Resilient In The AI Era
There is a growing need for more secure identity verification in the financial services industry due to the rise of sophisticated fraud tactics and increasingly complex regulatory requirements. Learn the four key challenges that financial services firms face in this preview of a new report.
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Financial Firms Offer Laid-Off Government Employees A Chance To … Spend More Money?!
At a time of high volatility, financial services brands should focus on removing customer stress and offering benefits, not finding ways to sell more to struggling customers. Get four tips on how to do that in this post.
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How Banks Can Win At CX: Lessons From The Front Lines
Customer experience quality in banking is falling on average, but there are banking brands globally that buck this trend, outshining competitors and continuing to improve their CX performance.
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Great Digital Banking Experiences Create A Data-For-Value Flywheel
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 […]
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Navigating Economic Waters: The New US Administration’s Spending Scenarios And Global Impact
With a new US administration coming in, there is always economic uncertainty. Learn some of the factors that could be strong influencers of future US economic growth and how they could impact other global markets.
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A Quick And Dirty Guide To Cryptocurrencies, Stablecoins, And CBDCs
With a more crypto-friendly administration preparing to take office, we break down the key terms associated with cryptoassets.
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2025: The Digital Banking Landscape Is Poised For Another Transformative Year
Leading banks are leveraging mature and emerging technologies, customer insights, and data to enhance customer experience, increase customer engagement, and drive business growth.
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