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

Blog

Rethinking The “S” In ESG: The Inclusive Finance Imperative

Aurelie L'Hostis November 10, 2021
Forward-thinking financial services firms that foster digital equity and inclusive finance through innovation to drive sustainable growth will gain a competitive advantage and grow faster.
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Blog

Predictions 2022: (APAC) Banking On The Old And Doubling Down On The New

Zhi Ying Barry November 9, 2021
The Asia Pacific banking sector has largely weathered the pandemic crisis. But with revenues being squeezed by low interest rates and sluggish loan growth, APAC banks will make big bets and increase their spending on technology, talent, and fintech to drive growth. Tapping into the opportunities brought on by the digital momentum gained during the […]
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Blog

What’s New In European Mobile Banking

Oliwia Berdak November 5, 2021
Forrester reviewed the mobile apps of 13 European banking brands in June and July of 2021 for both functionality and user experience.
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Blog

Five Findings From Forrester’s Review Of Six Canadian Banks’ Mobile Sites

Alyson Clarke November 3, 2021
Each year, my colleague Andrew Hogan and I review mobile websites of top Canadian banks to understand how effectively banks are meeting customers’ expectations, specifically when it comes to finding, researching, and applying for a chequing account. We review functionality and observe users as they try to complete their goals. In this year’s report, we […]
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Blog

Five Findings From Forrester’s Review Of Six US Banks’ Mobile Sites

Alyson Clarke November 2, 2021
Each year, my colleague Andrew Hogan and I review mobile websites of top US banks to understand how effectively banks are meeting customers’ expectations when it comes to finding, researching, and applying for a checking account. We review functionality and observe users as they try to complete their tasks. In this year’s report, we evaluated […]
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Blog

Predictions 2022: Banks Will Double Down On Innovation

Aurelie L'Hostis November 2, 2021
To compete and survive in an increasingly unpredictable, post-pandemic world, banks will invest heavily in technology, talent, and sustainability in the coming year.
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Blog

European Banks Still Struggle To Balance App Functionality With User Experience

Karine Cardona-Smits October 22, 2021
Mobile apps have become the channel of choice for millions of Europeans. Forrester’s data shows that some 40% of French, 54% of Italian, and 54% of UK online adults have done their banking on a smartphone in the past month. We have been evaluating mobile banking apps for over a decade through our Forrester Digital […]
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APAC Financial Services Webcast Series 2021

Ready to lead a customer-centric transformation in a post-pandemic world? Learn how to fuel success from 27 July – 5 Aug.

Blog

Mutuals And Challengers With Great Digital Offerings Or Customer Service Provide The Best Banking CX In Pandemic Europe

Oliwia Berdak October 15, 2021
Forrester surveyed customers of the 38 of the largest and most important banking brands in France, Germany, Italy, Spain, and the UK about the quality of their experiences as a part of our European Banking Customer Experience Index, 2021. As in 2020, mutuals and challengers (banks founded as alternatives to traditional banks) offer the best experiences across Europe.
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Blog

APAC Countries Look To Strengthen Sustainable Finance Regulations

Diane Deng October 12, 2021
In APAC, vast political, economic, and social differences among countries pose an impact on sustainable finance regulations. Even for ESG factors that are easiest to measure and compare — carbon emission, for example — there are still no common goals in the region. Only China (pledged to become carbon-neutral in 2060), South Korea (2050), Japan (2050), New Zealand (2050), and Indonesia (2060) have set a net-zero target, leading to different approaches and progress in regulating sustainable finance activities.
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Blog

The European Union’s Sustainable Finance Regulation Jigsaw Is Almost Complete

Oliwia Berdak October 11, 2021
The EU has committed to becoming the first climate-neutral bloc in the world by 2050. Learn which regulations will support this transition.
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Blog

Banks Must Align Strategy And Technology To Succeed With Personalization

Aurelie L'Hostis October 7, 2021
Banks need a customer-led strategy to govern cross-functional personalization efforts and to determine the right technology investments.
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Blog

Forrester’s 2021 Financial Services Architecture Survey Needs Your Input

Jost Hoppermann September 28, 2021
Banks and other financial services firms always ask: “What are the others doing?” They leverage the answer to this question to assess their overall strategic position, compare their key challenges with those of others, and plan for the transformation of their application landscape to a more powerful customer-centric approach. Source: Financial Services Firms Have Solid […]
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Blog

Open Finance Will Reshape The Relationship Between Banks And Their Customers

Jacob Morgan August 11, 2021
Learn the two crucial factors that will determine the pace and scale of open finance's opportunity.
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Blog

Financial Services Firms Can Earn Trust With A Real Commitment To Sustainability

Oliwia Berdak August 3, 2021
Financial services firms that embrace sustainable business models have an opportunity to win over values-based customers.
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Blog

Square’s Purchase Of Afterpay Will Fuel Buy-Now-Pay-Later Growth

Alyson Clarke August 2, 2021
Square has announced it will purchase Afterpay for US$29 billion. As an Australian, I have to admit a bit of pride in the Aussie-built Afterpay taking its place on the global stage with this deal, the largest in Australian corporate history. It seems everyone is getting into the buy-now-pay-later (BNPL) boom. What was started by […]
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Blog

To Replace Or Not To Replace Core Banking Systems Is Not The Question

Jost Hoppermann July 28, 2021
Banks don't need new core banking systems, they need new paradigms to deliver core banking capabilities - and they need them today or tomorrow.
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Video

Decoding China’s Central Bank Digital Currency

Meng Liu July 13, 2021

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Blog

重塑公司银行客户体验:从客户旅程地图绘制开始

Meng Liu June 24, 2021
以客户为中心已经在零售银行深入人心,零售银行的客户体验提升项目也在全球范围内遍地开花。相比于零售银行,由于B2B系统的复杂性,公司银行之前很少在客户体验领域有所建树。然而,随着银行对公司银行业务体验的要求与日俱增并期待可以达到和零售业务一致的极致体验,越来越多的公司银行部门开始把客户导向和体验提升作为自己的核心战略,随之转变业务模式。客户旅程地图绘制是提升公司银行客户体验的一个有力工具,公司银行客户体验专业人员可以通过绘制客户旅程地图获得outside-in的视角、了解客户体验不佳的根本原因以及将客户痴迷贯彻到整个组织上下。 在理解了客户旅程地图绘制的巨大价值以后,下一个问题是如何有效绘制公司银行的客户旅程地图?Forrester基于超过20年的全球客户体验研究基础以及和中国大型银行客户的咨询实操经验,在中国的公司银行及B2B客户体验领域积累了丰富的理论、工具与方法。我们总结出的绘制公司银行以及B2B行业客户旅程地图的“三部曲”和十个详细步骤: 1. 准备客户旅程绘制相关工作 选择好相关旅程 绘制客户画像 建立对客户旅程地图的相关假设 邀请正确的参与人员 决定旅程绘制执行方式及做好相关准备 2. 执行客户旅程地图绘制 绘制客户旅程地图 发现关键痛点 绘制生态系统 3.决定下一步 通脑风暴出下一步解决办法 数字化以及扩大绘制出的旅程地图的影响力 在我们最新发布的报告 中国公司银行客户旅程地图绘制 中,未来提供更多可供参考的细节,我们选取了一个最典型的公司银行旅程-企业客户开户旅程按照三部曲的步骤带大家一起重现了公司银行客户旅程地图绘制的全过程。欢迎阅读报告获取更多关于公司银行客户旅程地图绘制的相关洞见,如果您有任何问题,请随时与笔者联系,联系邮箱inquiry@forrester.com 以及china@forrester.com。
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Blog

Digital Experience: The Inside Scoop As Told By 36-Plus Executives

Julie Ask June 17, 2021
“When you look forward two years and think about your aspirations for your consumer digital experiences, what will inhibit you from reaching those goals?” Dozens of digital business and experience executives across numerous industries and geographies shared their thoughts with us about digital experience’s current state, emerging tech, priorities, and inhibitors. I’ve summarized the findings […]
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Blog

Building A Private Bank For The Next Generation

Vijay Raghavan April 22, 2021
Significant gaps continue to exist in private banking, forcing firms to rethink pricing and organizational models. As a result, high-net-worth clients are not fully benefiting from some of the digital innovations that are changing how customers interact with their private banks. To identify the top “Global Private Banking Trends In 2021,” we interviewed senior executives […]
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