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
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Banking’s New Power Role: The Chief Digital, Data, And AI Officer
Banks are appointing chief data, digital, and AI officers, signaling a strategic shift in leadership — and operating models.
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European Banks Have Room To Grow — And Leaders To Learn From
Forrester’s Total Experience Score shows that many European banks aren’t delivering on brand promises. Explore which banks lead in customer and brand experience.
The Countdown To 2026 Predictions Has Begun
Don’t miss your chance to lead with confidence. Get early access to Forrester’s expert guidance across marketing, CX, digital, tech, and security.
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How Financial Services Firms Align Business And Technology Strategies In 2025
Financial services firms are increasing technology investment in 2025 to improve customer experience, align business and IT strategies, and drive strategic growth amid economic uncertainty.
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Today’s Leaders Must Heed AI Advice For Future Disruptors
Startup founders, investors, technologists, and operators are all working frantically to get an early jump onto the AI train. Find out why and get more of the key takeaways from the recent Startup Boston Week event.
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Adaptive Mobile Banking: Forrester’s 2025 European Insights
Discover how European banks are turning mobile apps into smart, conversational experiences. Forrester’s 2025 review reveals key trends and leaders.
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A Peek At Bank Of America’s AI Playbook
Bank of America has quietly built one of the most disciplined AI strategies in financial services. In this case study, we explore how the bank laid a data-first foundation, scaled its virtual assistant Erica, and turned AI into a compounding advantage — offering valuable lessons for any organization navigating digital transformation.
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What’s Hot For Enterprise Fraud Management In APAC In 2025
As AI-driven threats increase across the APAC region, so do enterprise fraud management technologies. Find out what fraud management professionals in APAC should pay attention to when evaluating solutions and vendors.
What It Means: A Forrester Podcast
Forrester analysts provide their perspectives on the latest business and technology headlines.
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US Banks’ Total Experience: Brand Promises Fall Short, And CX Is Declining
Banks create value by winning customers and then serving them in ways that deepen the relationship and drive retention. Forrester’s new Total Experience Score rankings for 25 US banks reveal that banks’ brand promises aren’t resonating and that CX has declined. So what’s going wrong, and which banks are getting it right? What Is Forrester’s […]
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How Emerging Tech Will Transform Digital Banking Experiences Over The Next Decade
Over the next decade, banks, fintechs, and big tech firms will use a combination of maturing and emerging technologies to introduce innovative interfaces, making digital experiences more intuitive and human-centered. These technologies will amplify consumer understanding, enhance automation, and accelerate the orchestration and delivery of digital banking experiences. As a result, digital banking experiences are evolving to become more assistive, anticipatory, and agentic, empowering consumers in unprecedented ways.
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Maximizing Financial Services CRM Value: Strategic Alignment And AI Adoption
A modern CRM is core to connecting organizational silos to drive customer and business value. Today, CRMs are integrating AI and adding intelligent agents to boost productivity and deliver personalized customer experiences at scale. This makes modern CRM an indispensable tool for financial services firms aiming to enhance customer experience, streamline operations, and drive growth. […]
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Banks Need Modern Identity Verification Solutions To Stay Competitive And Resilient In The AI Era
There is a growing need for more secure identity verification in the financial services industry due to the rise of sophisticated fraud tactics and increasingly complex regulatory requirements. Learn the four key challenges that financial services firms face in this preview of a new report.
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Financial Firms Offer Laid-Off Government Employees A Chance To … Spend More Money?!
At a time of high volatility, financial services brands should focus on removing customer stress and offering benefits, not finding ways to sell more to struggling customers. Get four tips on how to do that in this post.
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How Banks Can Win At CX: Lessons From The Front Lines
Customer experience quality in banking is falling on average, but there are banking brands globally that buck this trend, outshining competitors and continuing to improve their CX performance.
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Great Digital Banking Experiences Create A Data-For-Value Flywheel
Driving engagement is top of mind for most digital banking leaders. Forrester’s research reveals the immense value — for both customers and banks — of useful, convenient digital banking experiences. The right mobile banking offerings, for example, can unlock new value for a customer and differentiate a bank’s brand. And our broader customer experience research […]
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Navigating Economic Waters: The New US Administration’s Spending Scenarios And Global Impact
With a new US administration coming in, there is always economic uncertainty. Learn some of the factors that could be strong influencers of future US economic growth and how they could impact other global markets.
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A Quick And Dirty Guide To Cryptocurrencies, Stablecoins, And CBDCs
With a more crypto-friendly administration preparing to take office, we break down the key terms associated with cryptoassets.
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2025: The Digital Banking Landscape Is Poised For Another Transformative Year
Leading banks are leveraging mature and emerging technologies, customer insights, and data to enhance customer experience, increase customer engagement, and drive business growth.
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A Run On The Bank: Lack Of Headline Failures Hasn’t Changed Consumer Attitudes
When Silicon Valley, Signature and First Republic failed last year four out of five US online consumers knew about it. This year, bank failures have been less visible. Find out why and what to expect in the future.
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Introducing The Forrester Wave™: Digital Banking Processing Platforms, Q4 2024
The Forrester Wave™: Digital Banking Processing Platforms, Q4 2024, evaluates the top DBPPs driving digital transformation in banking. Successful digital transformation involves more than just impressive front-end applications — it requires overhauling a complex web of technology infrastructure and tightly coupled systems.
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Is Your Bank Ready For What’s Next In Mobile?
Our newly published research into people’s mobile banking needs, expectations, and behaviors surfaced 10 emerging must-have features and 10 emerging differentiators in mobile banking experiences.
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