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• Report The Forrester Digital Experience Review™: Global Mobile Banking Apps Summary, 2020

  Benchmarks: The Digital Banking Strategy Playbook

  December 28, 2020 | Peter Wannemacher, Gina Bhawalkar, Karine Cardona-Smits

  Mobile apps have become the touchpoint of choice for millions of banking customers to manage their finances. With expectations rising, digital banking teams know they need to continuously iterate...

• Report How To Reinvent Small Business Lending

  SMB Lending Transformation Requires A Reset Of Technology, Processes, And Culture

  December 10, 2020 | Zhi-Ying Barry

  COVID-19 is challenging how business lenders operate at every part of the lending value chain. To address these challenges, some lenders have begun to digitize parts of the origination and...

• Report COVID-19 Is Forcing Lenders To Transform

  Accelerate Small Business Lending Digital Transformation To Drive Growth And Demonstrate Leadership

  August 26, 2020 | Zhi-Ying Barry

  COVID-19 has exacerbated the liquidity challenge that small and medium-size businesses (SMBs) globally face. Many incumbent lenders have been forced to transform their systems and processes to help...

• Report The Forrester Digital Experience Review™: Australian Mobile Banking Apps, Q3 2020

  CommBank Is Australia's Overall Digital Experience Leader

  July 14, 2020 | Zhi-Ying Barry, Riccardo Pasto

  Mobile apps are the touchpoint of choice for Australians to manage their finances. To see how helpful mobile apps are to customers, we evaluated the mobile apps of the Big Four Australian banks and...

• Report The State Of Open Banking In Australia

  April 14, 2020 | Zhi-Ying Barry, Jacob Morgan

  The Australian government has mandated that the Big Four banks comply with open banking by July 2020 and that all other authorized deposit-taking institutions (ADIs) comply by July 2021. Many banks...

• Report Best Practices In Global Mobile Banking Functionality, 2019

  Leading Banks Continue To Raise The Bar On Mobile Functionality

  December 23, 2019 | Arnav Gupta, Meng Liu, Zhi-Ying Barry

  Mobile apps have become the touchpoint of choice for millions of banking customers to manage their finances. With expectations rising, digital banking teams know they need to continuously iterate...

• Report The Coming Upheaval In Singapore's Banking Landscape

  December 17, 2019 | Zhi-Ying Barry

  The arrival of digital-only banks will change the Singapore's banking landscape. Singaporean consumers, many of whom are Progressive Pioneers, are warming to the idea of banking with these new...

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  Webinar The Pulse Of Financial Services Customers In Asia Pacific

  November 5, 2019 | Zhi-Ying Barry, Frederic Giron, Arnav Gupta

  The adoption of digital banking is about to accelerate and reach new levels of scale in Asia Pacific. Pioneers such as WeBank and Kakao have foreshadowed what is on the way, but this is just the...

• Report The Forrester Banking Wave™: Global Mobile Apps Summary, 2019

  Banks Must Aim For Great Experiences, Not Just Great Functionality

  September 24, 2019 | Benjamin Ensor, Zhi-Ying Barry, Aurelie L'Hostis

  Mobile apps have become the touchpoint of choice for millions of consumers to manage their finances. Digital banking teams need to build mobile banking experiences around customer needs, empowering...

• Report Australian Consumers Are Warming Up To Digital Financial Services Firms

  August 19, 2019 | Zhi-Ying Barry

  Disruption in the Australian financial services sector is accelerating. More digital banks and superannuation firms have entered the market in the past year — all aiming to grab market share from...

• Report The Forrester Banking Wave™: Australian Mobile Apps, Q2 2019

  Australian Banks' Mobile Apps Are Effective, But Most Need To Improve Functionality Or Usability To Create Great Experiences

  June 25, 2019 | Zhi-Ying Barry, Riccardo Pasto

  Mobile apps are the touchpoint of choice for Australians to manage their finances. Digital banking leaders need to build mobile banking around customer needs, empowering customers to manage their...

• Report Quick Take: Australia's PayID Breach Demonstrates The Importance Of Customer Trust

  June 6, 2019 | Jinan Budge, Zhi-Ying Barry

  This week, a security breach involving the PayID service of Australia's New Payments Platform (NPP) came to light — an incident affecting tens of thousands of bank customers. Malicious actors used...

• Report The Australia Banking Customer Experience Index, 2018

  How Australian Banks Earn (And Lose) Loyalty With The Quality Of Their Experience

  April 11, 2019 | Riccardo Pasto, Zhi-Ying Barry

  How well do leading banks earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of eight banks that we analyzed as part of the Australia...

• Report Australian Financial Services Firms Need To Step Up And Fix Home Lending

  Let The Royal Commission Be The Catalyst To Advocate For Your Customers And Rebuild Trust

  April 8, 2019 | Zhi-Ying Barry

  The Australian government's Royal Commission revealed major flaws in the country's home lending market. So far, the industry's response has been inadequate; financial services firms have yet to...

• Report Banks: You're Building Too Many Apps

  Separate, Standalone Apps Should Be Rare And Built For Unique Customer Segments Or Needs

  February 27, 2019 | Zhi-Ying Barry, Peter Wannemacher

  Many banks have developed multiple customer-facing mobile apps to address specific use cases, offer a particular function, or roll out new services, but some banks are still building too many apps,...