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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How To Build A Solid Business Case For Your Financial Well-Being Program

Aurelie L'Hostis January 26, 2023
Banks must build a robust business case and demonstrate ROI to support their financial well-being programs.
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Distributed Ledger Technology In Banking — Neither Major Upheaval Nor Dead Silence

Jost Hoppermann January 25, 2023
Blockchain has added value for banks when filling white spaces or replacing inadequate solutions. Fully operational systems are few and far between.

Don't Be On The Losing Side Of CX Trends

Attend our live predictions webinar for CX leaders to explore the forecasts defining 2023 success.

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When It Comes To Customer Obsession, Financial Services Companies Are Thoroughly Mediocre

Peter Wannemacher January 18, 2023
Traditional financial services firms should focus on improvements before they fall woefully behind fintechs and other competitors that are aiming for their customers.
Blog

Understand The State Of Central Bank Digital Currencies In Asia Pacific

Meng Liu December 29, 2022
The Asia Pacific region is at the forefront of central bank digital currency (CBDC) development. Most APAC countries are proactively exploring and experimenting with CBDCs. China, South Korea, India, and Thailand are proactively piloting retail CBDCs. Singapore and Malaysia are currently focusing on wholesale CBDCs and participating in some multicountry CBDC pilots. Australia and Japan […]
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Open Banking Adoption Is On The Cusp Of Robust Growth In Europe

Jacob Morgan November 28, 2022
Over the next five years, Forrester predicts a doubling in adoption of open banking across European countries and use cases. Explore more insights from our inaugural European open banking forecast.
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Predictions 2023: Organizations That Maintain Trust Will Thrive

Enza Iannopollo November 15, 2022

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Customer Trust Was Weak Across US Financial Services Brands In 2022

Alyson Clarke November 8, 2022
How well did US financial services firms rank in terms of customers’ trust in 2022? Our new research reveals the scores and rankings of 54 US brands across auto and home insurance, banking, credit card issuers, and investment firms, analyzed as part of Forrester’s US Financial Services Trust Index, 2022. Overall, customer trust was relatively […]

CX North America — Bold Focus

Drive success with CX and digital in 2023. Discover what to prioritize, where to invest, and what's on the cutting edge.

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Financial Services Firms Need To Learn How To Earn Customers’ Trust

Alyson Clarke November 8, 2022
Winning trust is imperative to financial services firms' success. Yet it's lacking, Forrester’s Financial Services Customer Trust Index shows.
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Banking Functionality Doesn’t Differentiate Banking Software Anymore, But Technology And Ecosystems Do

Jost Hoppermann November 7, 2022
Functionality in retail and corporate banking is not highly differentiating anymore. In the future, only those that can support partner solutions in their ecosystem seamlessly can fully cope with banking industry’s expanding requirements.
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Predictions 2023: Banks Will Batten Down The Hatches But Prepare For The Upturn

Alyson Clarke November 1, 2022
Inflation, rising interest rates, and the war in Ukraine are creating a challenging landscape for the banking sector, yet wise firms will invest with the long term in mind.
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European Predictions 2023: Cloud

Dario Maisto October 27, 2022
In 2023, European banks and governments will accelerate their cloud plans while Kubernetes will see increased interest, as well. Learn more in our 2023 cloud predictions for EMEA.
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How Exploration Drives Breakthrough Digital Business Strategies

Peter Wannemacher October 26, 2022
A confluence of factors makes digital business inherently fast-moving. Systems of exploration can help digital business strategies evolve and drive growth. Learn more.

Turn 2023 Predictions Into Bold Action

Join us for Predictions 2023 Live to learn how to focus your priorities for success in the year ahead.

Blog

Customer Experience In UK Banking Improved Significantly In 2022 — But Not Across The Board

Oliwia Berdak October 19, 2022
In 2022, we benchmarked CX quality at 10 leading UK banking brands. This year, the average CX quality in the UK banking industry improved significantly compared to 2021.
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CX Index för svenska banker 2022: Vad vill kunderna ha?

William Dahlgren October 18, 2022
Forrester har länge undersökt Customer Experience (CX) och hur kunder upplever interaktionen med företag i olika branscher och geografier. För första gången görs ett CX index på svenska banker som en del av det europeiska CX indexet. Varför spelar CX roll? Och varför just nu? I vår forskning syns en tydlig korrelation mellan företags tillväxt […]
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How Should Financial Services Respond To The Cost-Of-Living Crisis?

Aurelie L'Hostis September 20, 2022
Banks should address the current, intense cost-of-living pressures as they did the pandemic — with empathy, flexibility, and creativity.
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Will The UPI Credit Card Hookup Be A Game-Changer?

Pushpa Marwal September 12, 2022
UPI is now India’s de facto method for online payments. The exponential increase in transaction value, from ₹3.8 million in July 2016 to ₹10.63 trillion in July 2022, reflects this. Indians love UPI — no bank details needed; just a mobile phone number is enough! It is simple, quick, and safe to use. I love […]
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US Banking CX In 2022: Who Does It Well And Why It Matters

Alyson Clarke August 16, 2022
For a large multichannel bank, a 1-point improvement in its CX Index™ score can lead to an incremental $123 million in revenue. For a direct bank, it can lead to an incremental $92 million in revenue. Discover the results of the 2022 CX Index™ for US banks.

Tackle 2023 With Bold Action & Clear Focus

Get our Predictions 2023 Guide to see the 12 big-impact dynamics that leaders will have to navigate in the coming year.

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US Banking Customers Will Soon Demand These Features. Does Your Mobile App Offer Them?

Peter Wannemacher July 25, 2022
Customers’ digital banking expectations have shifted. We look at three features that are now key in customers' minds.
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Mox Bank Drives A High-Performance Operating Model To Deliver New Digital Banking Experiences In Hong Kong

Meng Liu July 7, 2022
Get a detailed look inside the bank's strategies and approaches for bringing a new generation of digital experiences to customers in Hong Kong.
Blog

Customer-Centricity And Personalization In Banking Need Product Externalization

Jost Hoppermann July 1, 2022
Application architectures in banks cannot afford to treat product-centricity as a stepchild, but need to focus on it as much as on customer-centricity. Product externalization helps banks move in this direction.
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