Banking

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 […]

Winning trust is imperative to financial services firms' success. Yet it's lacking, Forrester’s Financial Services Customer Trust Index shows.

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.

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.

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.

A confluence of factors makes digital business inherently fast-moving. Systems of exploration can help digital business strategies evolve and drive growth. Learn more.

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.

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 […]

Banks should address the current, intense cost-of-living pressures as they did the pandemic — with empathy, flexibility, and creativity.

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 […]

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.

Customers’ digital banking expectations have shifted. We look at three features that are now key in customers' minds.

Get a detailed look inside the bank's strategies and approaches for bringing a new generation of digital experiences to customers in Hong Kong.

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.

As custodians and lenders of money, banks cannot exist without their customers’ trust. But why do so few banks around the world actually track and measure it? We’ve examined how banks themselves look at trust and, even more importantly, what they actually do about it.

Mobile banking apps are a crucial component of the overall banking experience. To identify mobile banking best practices, we reviewed the mobile apps of 13 EMEA banking brands in March and April of 2022 for both functionality and user experience.

Modern banking platforms allow banks to elevate their customer experience and deliver more business value more seamlessly and more effectively. Banks and their technology teams can leverage market dynamics to make digital transformation more feasible both architecturally and economically. Find out about the key trends in the 2021 banking platform software market.

The “buy now, pay later” (BNPL) market is hotter than ever. With a strong presence on major retailers’ websites and increasing brand awareness among consumers, BNPL is receiving growing attention from the world’s top banks, lenders, and credit card providers. While the concept is nearly a century old, Forrester has been tracking the “reemergence” of […]