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

A Match Made In Plastic? Capital One’s Quest To Acquire Discover

Peter Wannemacher 5 days ago
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 […]
Blog

Navigating The Regulatory Maze: Enhancing Customer Experience In Finance And Healthcare

Arielle Trzcinski 5 days ago
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.
Blog

Beyond Basics: Unleashing The Potential Of Mobile Banking Apps In India

Pushpa Marwal May 11, 2024
Mobile banking customers in India are finding that their apps are lagging behind and they might not wait around until the apps catch up. Learn a few of the emerging features that Indian consumers see as table stakes in mobile banking in this preview of a new report.
Blog

Joint Accounts Are So ’90s: Why FIs Need Better Shared Finance Products

Peter Wannemacher May 7, 2024
Shared finance is still a largely overlooked need, despite being a common one. Read four key findings from our new report.
Blog

50/50: Capital One, Discover, And Differentiation In Credit Cards

Peter Wannemacher May 6, 2024
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 […]
Blog

DBS Bank’s Billion-Dollar AI Dream

Tom Mouhsian April 17, 2024
Most financial services firms are far from realizing significant commercial value from their AI investments. Singapore-based DBS Bank stands as a role model in this area. Learn how the bank uses AI to generate hundreds of millions of dollars of value for its employees, customers, business units, and, ultimately, shareholders.
Blog

To Spark Innovation, Make The D In DEI About Disability, Too

David Hoffman March 13, 2024
People with disabilities are innately resourceful and can serve as the cornerstone of innovation at financial institutions. Learn four ways many firms miss out on this opportunity for innovation and inclusivity.
Podcast

340: CX Predictions 2024: Financial Services

The CX Cast January 30, 2024
Every year, Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. In this episode, VP, Research Directors Oliwia Berdak and David Hoffman join us to talk about where they see the financial services industry heading in 2024.
Blog

Financial Services, Healthcare, And Public Sector Clients Are Rapidly Adopting Workday Finance, Adaptive, And PRISM

Akshara Naik Lopez January 22, 2024
Planning an HCM or Finance/ERP RFP this year? Get some key takeaways from Forrester's new Workday Services Landscape report.
Blog

It’s Time To Tell Your Digital Money Story (Financial Institutions)

Tom Mouhsian January 11, 2024
Organizations that are advanced in their digital measurement practices track their performance through digitally sourced revenues, digitally impacted costs, digitally enhanced operations, and digitally satisfied customers. To help our clients do just that, we’ve created a digital measurement framework and customized it to specific industry sectors. Digital leaders from financial institutions including banking, insurance, and […]
Blog

Here’s What We’re Predicting For Indian Financial Services In 2024

Pushpa Marwal December 27, 2023
Wow, what a wild ride 2023 turned out to be for India, right? We got a spanking new Parliament, nailed space missions, successfully organized the G20 Summit, and even saved people stuck in a tunnel! Then elections buzz and a near miss at winning the ODI World Cup got us all worked up in Q4. […]
Blog

European Banks Struggle To Earn High Levels Of Customer Trust

Aurelie L'Hostis December 18, 2023
Consumers in France, Italy, Spain, and the UK generally rate their trust towards their bank as weak or — at best — moderate.
Blog

Swedish Banks Continue To Lag On CX And Should Embrace Opportunities For Improvement

Martin Gill November 6, 2023
[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 […]
Blog

Highlights dell’Italy Banking CX Index 2023 – In che modo i marchi bancari italiani possono fidelizzarsi attraverso una migliore customer experience?

Enza Iannopollo November 6, 2023
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 […]
Blog

Highlights From The Italy Banking CX Index Rankings, 2023 — How Italian Banking Brands Can Earn Loyalty Through Better Customer Experiences

Enza Iannopollo November 6, 2023
[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 […]
Blog

¿Cómo Los Bancos Españolas Pueden Generar Más Lealtad Mejorando su CX? Aspectos destacados sobre el CX Index 2023 de los bancos españoles

Joana de Quintanilha November 6, 2023
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™ […]
Blog

Highlights From The Spain Banking CX Index Rankings, 2023 — How Spanish Banking Brands Can Earn Loyalty With The Quality Of Their Customer Experiences

Joana de Quintanilha November 6, 2023
[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 […]
Blog

Quelle Banque Française Offre La Meilleure Expérience Client ? Résultats de la recherche Forrester Banking CX Index 2023

Aurelie L'Hostis November 6, 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 […]
Blog

Which French Bank Offers The Best Customer Experience? — Results Of The Forrester France Banking CX Index Rankings, 2023

Aurelie L'Hostis November 6, 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 […]
Blog

Highlights From The UK Banking CX Index Rankings, 2023 — How Do UK Banking Brands Earn Loyalty?

Martin Gill November 6, 2023
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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