Search Results

• Report Takeaways From Forrester’s Global Emerging Technology Survey

  March 30, 2021 | Julie Ask

  From October 2018 to December 2020, 365 digital business executives completed Forrester’s Global Emerging Technology Survey. A summary of the survey’s top-line results are shared in this report. We...

• Report The State Of Chat In Retail, 2021

  Consumers Use Chat For Customer Support, Including Prepurchase Support, But Not For Commerce

  March 23, 2021 | Julie Ask, Nicole Murgia

  As consumers increasingly opt to engage with retailers and brands via chat, firms must ensure that customer experiences are efficient, effective, and effortless. Digital business pros have used...

• Report Moments: Maturity Framework 2021

  Leverage The Learnings Of Pioneers To Evolve Your Mobile Messaging Tactics And Capabilities

  March 18, 2021 | Julie Ask

  Future experiences will be rightsized, contextual, and pushed out to consumers in their specific moments of need. Today's well-executed mobile messages most closely resemble future experiences. And...

• Report Case Study: How Standard Chartered Modernized Mobile Banking In South Korea

  February 4, 2021 | Frederic Giron

  Digital-only banks and fintechs have shaken up the banking industry — and the disruption shows no sign of slowing. Incumbents must innovate quickly and aggressively to battle back. In South Korea,...

• Report The State Of Digital Banking, 2021

  Landscape: The Digital Banking Strategy Playbook

  January 29, 2021 | Aurelie L'Hostis

  The 2020 coronavirus pandemic has driven disruption and turbocharged digital transformation in banking. Disruptors are gaining ground, innovating around both customers' and businesses' needs. While...

• Report Best Practices In Indian Mobile Payment Apps

  January 21, 2021 | Arnav Gupta

  In 2019, Forrester conducted a Forrester Wave™ evaluation of Indian payment apps, assessing the functionality and user experience (UX) of the top Indian payment app providers. However, these apps...

• Report Anticipatory Experiences: The Challenges

  Anticipating Customers' Needs And Serving Them Proactively In Their Moments Is Extremely Difficult

  January 20, 2021 | Julie Ask

  Businesses believe they can deliver value to their customers and differentiate from their competition by anticipating customers' needs and acting on that information. Both aspects — anticipating...

• Report Use Popular Third-Party Messaging Platforms For Customer Service

  How To Borrow Moments To Serve Your Customers Where They Already Are

  January 20, 2021 | Julie Ask, Ian Jacobs

  Customer service organizations are adapting to increasingly social and connected consumers seeking service in their preferred channel. Consumers have embraced platforms like Apple Business Chat...

• 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 The Forrester Digital Experience Review™: Hong Kong Banking Sales Mobile Sites, Q4 2020

  Hong Kong Banks Need To Better Help Prospects Choose And Apply For Banking Products

  December 9, 2020 | Meng Liu, Riccardo Pasto

  Current accounts are central to a customer's relationship with their primary bank, and increasing numbers of customers are using their mobile phone to find, research, and apply for new current...

• Report Guide: How To Craft A Mobile Notifications Strategy

  Start Creating Your Mobile Notifications Strategy With These 10 Steps

  August 7, 2020 | Julie Ask, Angelina Gennis, Andrew Hogan

  When designing mobile notifications, product owners should pursue a methodical approach that begins with the POST methodology and involves a holistic customer and user experience strategy. This...

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

  USAA And Bank Of America Lead With Valuable Features, While Digital Bank Brands Offer Strong User Experiences

  August 6, 2020 | Peter Wannemacher, Gina Bhawalkar

  For millions of Americans, mobile apps have become the hub of their banking relationship and the starting point for many financial decisions and activities. To gauge how effective and easy...

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

  The Big Five Canadian Banks Have Robust Mobile Apps But Need To Improve Their Feature Sets

  August 6, 2020 | Peter Wannemacher, Gina Bhawalkar

  For millions of Canadians, mobile apps have become the hub of their banking relationships and the starting point for many financial decisions and activities. To gauge how effective and easy...

• Report The Case For Asynchronous Messaging: Apple Business Chat, Messenger, WhatsApp

  Just Supporting Web And Mobile Chat Is A Missed Opportunity

  July 23, 2020 | Julie Ask, Ian Jacobs

  Consumers love messaging, at least when it comes to keeping in touch with friends and family. But brands have lagged in offering asynchronous messaging conversations with their customers. This...

• Report The Art And Science Of Retail eCommerce

  Executive Overview: The Retail eCommerce Playbook

  July 6, 2020 | Sucharita Kodali

  Retail eCommerce sales continue to climb, and digital business executives must check all the boxes to ensure that they're not missing either opportunities for direct online sales or ways that...

• Report Join The Progressive Web App Movement

  The Spike In Online Commerce Has Raised The Urgency For An App-Like Mobile Web Experience, Tailor-Made For Progressive Web Apps

  May 6, 2020 | Ted Schadler

  Now that Apple supports the progressive web app (PWA) standards that Google pioneered, it's time to join organizations like eBay, the Financial Times, Flipkart.com, Starbucks, and West Elm in the...

• Report The Life-Changing Magic Of Simplifying Your Mobile App

  My App Is A Kitchen Sink: Now What?

  April 23, 2020 | Julie Ask, Gina Bhawalkar

  What should you do if your mobile app is like a pre-Marie-Kondo kitchen sink — cluttered, messy, and full of junk? Don't just drain it! First, determine the real problem; then, build a plan to...

• Report The State Of Retailing Online 2020: Marketing, Omnichannel, And Mobile

  Landscape: The Retail eCommerce Playbook

  April 21, 2020 | Sucharita Kodali

  Forrester surveyed online retailers in its annual "The State Of Retailing Online" study in partnership with the National Retail Federation (NRF). Overall retail continues to grow, including online...

• Report State Of Alternative Payments Acceptance In US Retail

  An Evaluation Of 100 US Retailers And Their Payment Options

  April 3, 2020 | Lily Varon

  We reviewed 100 US retailers across several categories to evaluate the current state of alternative payments acceptance. The evaluation covered 10 alternative payment methods including digital...

• Report The State Of The US Mobile Store

  Understanding The Mobile-Powered Shopping Journey

  April 3, 2020 | Sucharita Kodali

  As today’s consumers become increasingly reliant on their smartphones, online retailers with strong mobile sites end up with a very cost-effective way to support shoppers and drive conversion by...

• Report The State Of Digital Banking In Asia

  A Look At Submissions To The Digital Banker Awards For 2019 And 2020

  March 27, 2020 | Tom Mouhsian, Frederic Giron

  The banking landscape in Asia is rapidly evolving as new entrants and incumbents vie to win, serve, and retain ever more entitled and empowered customers. Forrester worked with The Digital Banker...

• Report Forrester Infographic: The 3D Connected Consumer In Hong Kong

  Create A Portfolio Of Experiences That Maps To How Your Customers Connect

  March 19, 2020 | Xiaofeng Wang

  Three dimensions — devices, platforms, and channels — now define how connected consumers are, and brands must serve their customers wherever they are in these complex ecosystems. Digital business...

• Report Guide: How To Use The Moments Index

  Use Forrester's Moments Index To Make Smart DX Channel Choices

  March 9, 2020 | Julie Ask, Angelina Gennis

  Commerce companies must take a methodical, quantified approach to understand how their customers use, and prefer to use, their services on a host of devices, platforms, and channels. That analysis...

• Report Forrester Infographic: Deliver Better Banking Experiences To Retain Indian Customers

  January 31, 2020 | Arnav Gupta

  In May 2019, Forrester surveyed 2,988 metropolitan Indian online adults to understand their expectations when interacting with Indian financial services firms. This report helps digital banking...

• Report Six Common Mistakes In Indian Payment Apps And How To Fix Them

  Best Practices In Mobile Payment App Functionality From Providers In India

  January 3, 2020 | Arnav Gupta

  The recent Forrester Industry Wave™ evaluation of payment apps in India assessed the functionality and user experience (UX) of eight Indian payment app providers. Our evaluation uncovered a number...