Banking

To drive inclusive finance, financial services firms need to offer suitable, accessible, fair, and equitable (SAFE) financial products and services.

In the past three years, eight virtual banks have started operations in Hong Kong and have achieved early results in customer acquisition. Some of these results were also echoed in Forrester’s survey data from the past year: 44% of Hong Kongers opened a virtual bank account in the first six months in 2021, for example. […]

Read the key findings from FinovateEurope 2022, including thoughts on what's hot in fintech, sustainable finance, open finance, and digital transformation.

We’ve been diving deep into a number of topics that financial services executives and their teams care about (or should care about). Here are just five of the topics we find particularly interesting: Embedded finance. A crop of fintech startups and large financial providers are investing in embedded finance — in which financial products and […]

To compete and survive in an increasingly unpredictable, post-pandemic world, banks will invest heavily in technology, talent, and sustainability in the coming year.

The future of payments will see firms shift focus from consumers toward businesses, embedding payment technology (not payments), and programmable payments in a quest to mitigate complexity.

European investors are changing. Understand their investment research behaviors to better serve and support them.

With the broader rollout of the e-yuan next month, government-backed digital currency will enter a new era. What will it hold for banks, non-financial services firms, and society at large?

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.

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 […]

Forrester reviewed the mobile apps of 13 European banking brands in June and July of 2021 for both functionality and user experience.

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 […]

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 […]

To compete and survive in an increasingly unpredictable, post-pandemic world, banks will invest heavily in technology, talent, and sustainability in the coming year.

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 […]

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.

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.

The EU has committed to becoming the first climate-neutral bloc in the world by 2050. Learn which regulations will support this transition.

Banks need a customer-led strategy to govern cross-functional personalization efforts and to determine the right technology investments.