Best Practice Report

Benchmark Your Customers' Digital Banking Journeys

January 9th, 2019
With contributors:
Aurelie L'Hostis , Alyson Clarke , Zhi-Ying Barry , Benjamin Ensor , Piers Conway , Diane Lynch


Digital banking strategy leaders aim to differentiate with services that meet or exceed customers' needs and expectations. To help them understand where they stand, we developed our Forrester Industry Wave™ methodology to measure what objectives a customer can achieve via a bank's apps and websites and how convenient the bank makes the experience for the customer. This report outlines how digital banking strategy teams can use Forrester's methodologies to gauge where they stand against their customers' needs and their competition.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.