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
Revolut Secures Its Banking License — Crowning A Decade Of Digital Banks
Digital banks are gaining traction among consumers globally. Learn what incumbent banks should do to compete.
Blog
Introducing The Digital Banking Processing Platforms Landscape, Q3 2024
Explore Forrester’s digital banking processing platforms landscape report, highlighting 26 vendors and the transformative potential of these modern core banking systems for enhanced customer experiences and operational efficiency.
Blog
Adapt Or Die: Banks Face An Extinction Event
Legacy, monolithic banking systems are inflexible, siloed, and product-centric; closed, batch-based, unintelligent, and security-challenged. This puts them in existential danger.
Blog
AI And Open Banking Payments Dominate Money20/20 Europe 2024
While Money20/20 Europe had a number of themes this year — including “A Customer Universe of One” and “The Business Of Money” — AI and open banking payments really stole the show. But while the AI discussion remained mostly high-level, a confluence of factors have made open banking payments closer to mainstream adoption and therefore red-hot.
Blog
You Better Shape Up! Insights From Australia’s 2024 CX Index Study
Our latest research, working off of Australia 2024 Customer Experience Index (CX Index™) study data, reveals that most brands and agencies in our study saw the quality of their CX either flatlining or declining. In 2024, we surveyed banking, investment, government, and, for the first time, superannuation firms.
Blog
A Match Made In Plastic? Capital One’s Quest To Acquire Discover
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
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
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
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
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
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
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
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
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)
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
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
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
[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?
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
[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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