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.
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Swedish Banks Continue To Lag On CX And Should Embrace Opportunities For Improvement
[This blog was written by Jana Gül.] Swedish banking brands offer the worst customer experiences in Europe and score below the European average. Even though Swedish customers rated their banks’ performance as lamentably low, there are opportunities to improve on customer experience (CX) and drive loyalty. Forrester’s Customer Experience Index (CX Index™) measures how well […]
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Highlights dell’Italy Banking CX Index 2023 – In che modo i marchi bancari italiani possono fidelizzarsi attraverso una migliore customer experience?
This blog was co-written by Luca LoScavo Il CX Index di Forrester misura la qualità della customer experience che un marchio offre ai propri clienti per creare e sostenere la fedeltà. Nel 2023, abbiamo effettuato un benchmark della qualità della CX di 9 marchi bancari italiani leader del settore. La qualità della CX nelle banche […]
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Highlights From The Italy Banking CX Index Rankings, 2023 — How Italian Banking Brands Can Earn Loyalty Through Better Customer Experiences
[This blog was cowritten by Luca Lo Scavo.] Forrester’s Customer Experience Index (CX Index™) measures the quality of the customer experience a brand delivers to its customers to create and sustain loyalty. In 2023, we benchmarked CX quality at nine leading Italian banking brands. CX quality in Italian banks grew just enough to match the […]
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¿Cómo Los Bancos Españolas Pueden Generar Más Lealtad Mejorando su CX? Aspectos destacados sobre el CX Index 2023 de los bancos españoles
This blog was co-written by: Victoria Manes Los lideres en Experiencia del cliente (CX) aumentan sus ingresos más rápidamente que los “rezagados”, disminuyendo costos, reduciendo riesgos y pueden incrementar el costo de sus productos. Es por esto que Forrester publica anualmente un CX benchmark usando la metodología Customer Experience Index (CX Index™). El CX Index™ […]
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Highlights From The Spain Banking CX Index Rankings, 2023 — How Spanish Banking Brands Can Earn Loyalty With The Quality Of Their Customer Experiences
[This blog was cowritten by Victoria Manes.] Customer experience (CX) leaders grow revenue faster than CX laggards, cut costs, reduce risk, and can charge more for their products. That’s why Forrester publishes an annual CX benchmark using its Customer Experience Index (CX Index™) methodology. Forrester’s CX Index measures how well a brand delivers customer experiences that create […]
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Quelle Banque Française Offre La Meilleure Expérience Client ? Résultats de la recherche Forrester Banking CX Index 2023
This blog was co-written by Julia Swerdlow Une bonne expérience client (CX) est essentielle pour accroître la satisfaction et la fidélité des clients. Les entreprises qui excellent avec leur expérience client se différencient de leurs concurrents et obtiennent de meilleurs revenus. Chaque année depuis 2016, Forrester sonde les clients de plusieurs banque européennes afin de […]
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Which French Bank Offers The Best Customer Experience? — Results Of The Forrester France Banking CX Index Rankings, 2023
[This blog was cowritten by Julia Swerdlow.] Good customer experience (CX) is essential to gain customer satisfaction and loyalty. Companies that excel in customer experience are set apart from their competitors and obtain higher revenue. Every year since 2016, Forrester has surveyed the clients of several European banks to measure their perception of the delivered […]
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Highlights From The UK Banking CX Index Rankings, 2023 — How Do UK Banking Brands Earn Loyalty?
UK banking brands offer some of the best customer experiences in Europe. The competitive market, with multiple challengers and fintech startups, means that both traditional and mutual brands are forced to go the extra mile to deliver for their customers. Only one UK banking brand scored below the average in Europe this year in our […]
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Highlights aus dem deutschen Banken CX Index 2023 – Wie können deutsche Bankenmarken durch die Qualität ihrer Kundenerfahrungen Loyalität gewinnen?
Dieser Blog wurde von Hannah Jachim verfasst. Führende Unternehmen im Bereich Kundenerfahrung (CX) steigern ihren Umsatz schneller als Nachzügler, senken Kosten, verringern das Risiko und können mehr für ihre Produkte verlangen. Jedes Jahr misst der CX-Index von Forrester, wie gut eine Marke Kundenerlebnisse bietet, die Kundenloyalität schaffen und erhalten. Dieses Jahr hat Forrester 2.451 Bankkunden […]
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Highlights From The Germany Banking CX Index Rankings, 2023 — How German Banking Brands Can Earn Loyalty With The Quality Of Their Customer Experiences
[This blog was cowritten by Hannah Jachim.] Providing a good customer experience (CX) has a positive influence on customer retention, boosts cross-sell and upsell potential, lowers the cost to serve existing customers, and brings in new customers. Forrester’s Customer Experience Index (CX Index™) measures how well a brand delivers customer experiences that create and sustain […]
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Predictions 2024: Banks Face A Boring, Yet Dangerous, Year Ahead
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.
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A Few North American Mobile Banking Apps Lead, But None Stand Out
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 […]
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Small Business Remains A Big Opportunity For Banks
Despite some of the market upheaval caused by inflation and other issues, SMBs remain a good opportunity for banks. Find out why.
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Forrester Reviews And Scores Indian Mobile Banking Apps: What We Learned
India is emerging as a powerhouse in mobile banking adoption. According to Forrester’s Consumer Asia Pacific Survey, 2023, a staggering 87% of online Indian adults expressed their desire to do all their banking on a smartphone. This statistic marks the highest percentage among the countries surveyed in the Asia Pacific region. It also underscores the […]
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Despite Economic Headwinds, Malaysian Banks Continue To Improve CX Quality
How customers perceive a brand influences how much they are willing to spend with the brand, whether they will recommend it to others, and how likely they are to forgive the brand’s missteps. Our annual Customer Experience Index (CX Index™) benchmarking study, which has been conducted in Malaysia since 2021, answers the question, “Which banks […]
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High Levels Of Trust Elude US Financial Services Firms Again
US financial services brands are struggling to earn high levels of customer trust. Forrester’s Financial Services Customer Trust Index (FS Trust Index) revealed that customer trust in US financial services firms in 2023 was relatively weak and largely unchanged from 2022. Only US banks managed a measurable improvement in average trust scores, and even that […]
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US Banks Must Get Ready For Open Banking Now
Open banking is imminent in the US, and banks must prepare now to be ready for the CFPB’s Personal Financial Data Rights rule.
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Wealth Managers: Impact-Oriented Investors Need Your Help
Impact-Oriented Investors Are Waiting For A Reason To Take The Plunge Data from Forrester’s Financial Services Benchmark Recontact Survey, 2022, found that 15% of US online adult investors own sustainable investment products — a group we call “sustainable investors.” They are younger, wealthier, and more educated than the average investor. But wealth managers should also […]
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Empowering Banks With Digital Cash Management Platforms
Businesses across the globe are dealing with a fast-paced digital world, rising customer expectations, and economic uncertainties. In such an environment, it is imperative that they manage their cash flows well to finance their growth ambitions and mitigate financial risks. Corporations source these cash management services from their corporate banking partners. Banks, on the other […]
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Introducing The European Financial Services Customer Trust Index
We have launched the European Financial Services Customer Trust Index, 2022. Sadly, customers in France, Germany, Italy, and the UK generally rate their trust toward their banks as weak or — at best — moderate.
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