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  • Report Mobile Shopping Is Stalling, But Don't Panic

    May 3, 2018 | Sucharita Kodali

    Retailers have been aggressively investing in mobile commerce. However, the total percentage of physical goods retail in the US sold via mobile devices has not grown significantly in recent years....

  • Report The Forrester Life Insurance Wave™: US Sales Websites, Q2 2018

    US Life Insurers Disappoint With Weak Digital Guidance
    April 18, 2018 | Ellen Carney, Jennifer Wise

    Digital touchpoints are supplementing and sometimes displacing traditional sales touchpoints like advisors as customers research and then buy life insurance. To see how helpful they are to...

  • Report Zelle Will Need To Prove Itself As The US P2P Payments Market Expands

    With Zelle, Incumbents Have Signaled A Vigorous Push Into Person-To-Person Payments, But Zelle Alone Doesn't Revolutionize P2P
    April 10, 2018 | Peter Wannemacher

    Dozens of US banks have now rolled out Zelle, a P2P payments service, to offer customers the convenience of a Venmo-like amenity with quicker access to funds. More banks will follow suit, as Zelle...

  • Report The Forrester Life Insurance Wave™: Canadian Sales Websites, Q2 2018

    Life Insurance Websites Reflect Sales Models — Not Customer Goals
    April 10, 2018 | Ellen Carney, Jennifer Wise

    Digital touchpoints are supplementing and sometimes displacing traditional sales touchpoints like advisors as customers traverse online and offline paths in their life insurance purchase journeys....

  • Report The Consumer Tech Stack

    Our 2018 US Benchmark Data Overview Reveals The Four Forces Of Adoption
    April 5, 2018 | James L. McQuivey, Gina Fleming

    Humans were born to embrace the technologies we track. Coming into 2018, Forrester surveyed 110,460 online adults in 20 countries to see how much people of every type embrace technology, why they...

  • Report Amazon Invades Banking: Here's What You Should Do

    Banks Must Adapt To A Platform-Dominated World

    Amazon's power to disrupt is unprecedented: The company only needs to say it's thinking about offering a particular product or service, and existing market players start sweating. So when The Wall...

  • Report Investment Companies All Talk Alike

    Investment Companies Fail To Produce Content That Gives Customers Reason To Believe Them
    March 8, 2018 | Ryan Skinner

    Investment firms are fighting for an estimated $30 trillion in new assets under management for individuals between 2015 and 2020. And new digital investment firms (so-called robo-advisors) join the...

  • Report Forrester Data: Online Insurance Forecast, 2017 To 2022 (US)

    ForecastView Document
    February 15, 2018 | Susan Wu

    This report looks at the factors that drive the size and growth of the motor, property, and life insurance markets in the US. It also details the size of online and web-influenced sales and...

  • Report The State Of Digital Banking, 2018

    Landscape: The Digital Banking Strategy Playbook
    February 7, 2018 | Aurelie L'Hostis

    The banking industry has entered a period of unprecedented innovation. While many banks have a digital strategy, few have embarked on a true digital business transformation. This report explores...

  • Report The State Of Digital Insurance, 2018

    Landscape: The Digital Insurance Strategy Playbook
    January 25, 2018 | Oliwia Berdak

    Insurers have so far been shielded from digital disruption by an older demographic, underwriting expertise, and regulatory requirements. But these barriers are starting to fall. This report...

  • Report The Forrester Investing Wave™: US Mobile Apps, Q1 2018

    Mobile Investing Apps Underwhelm With Poor Usability And Lack Of Guidance, Undermining Strong Transactional Features
    January 16, 2018 | Davis Janowski, Jennifer Wise

    Mobile apps have become integral to consumers, who turn to them to manage their everyday lives — including their financial well-being. To see how helpful investing apps are to customers, we...

  • Report Customer Advocacy 2017: How Advocating For Customers Helps Financial Firms Drive Loyalty

    US Customers Rate Their Banks, Credit Card Providers, Insurers, And Wealth Management Firms On Advocacy And Future Purchase Intent
    January 3, 2018 | Alyson Clarke, Michael Chirokas

    Customer advocacy — customers' perception that a firm does what's best for them, not just what's best for the firm's own bottom line — is a key driver of loyalty and future purchase intent at...

  • Report Investment Management Apps Are Failing Mainstream, Younger US Investors

    Incumbents Risk Losing Millennial Investors Over Lack Of Comprehensive Financial Guidance In Mobile Offerings
    December 26, 2017 | Davis Janowski

    Many traditional investment management firms have felt little pressure to develop their mobile apps to include holistic advice features. This makes sense to a point: Incumbent firms' best clients...

  • Report Equifax Exposed Two Massive Systemic Risks

    Flaws In The Data Economy Will Make Future Breaches Even More Frequent And Damaging
    December 19, 2017 | Amy DeMartine, Jeff Pollard, Heidi Shey

    In September 2017, Equifax announced a breach of sensitive personal information of 143 million US consumers, as well as consumers in the UK and Canada. The scale and scope of the breach foretell...

  • Report 2017 Canadian Credit Card Digital Sales Functionality Benchmark

    BMO And Scotiabank Lead The Pack In This Year's Review Of Credit Card Sales
    December 18, 2017 | Alyson Clarke, August Du Pont

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of the five largest credit card issuers in Canada across 42 individual criteria. Bank of Montreal (BMO)...

  • Report The 2018 Outlook For US Industries And Their Tech Budgets

    Chemicals And Insurance Lead The Way; Government And Media And Entertainment Are Lagging
    December 13, 2017 | Andrew Bartels

    As CIOs and their business partners develop their tech budget plans based on their business' strategy and requirements, it can be useful to look at what other firms are doing, especially firms in...

  • Report Best Practices In US Mobile Investing Functionality

    The Industry Has Far To Go To Meet The Holistic Needs Of Younger Investors
    December 7, 2017 | Davis Janowski

    With expectations rising and substantial business at stake in landing and retaining 87 million US Millennial investors, digital wealth management teams know they need to improve their portfolios of...

  • Report Disrupting Finance: Insurance Comparison Engines

    Comparison Engines Make It Easy To Gather And Compare Insurance Quotations, Streamlining Insurance Purchasing
    November 17, 2017 | Benjamin Ensor

    Comparison engines are the oldest and, in some ways, most successful digital disruptors in financial services. They make it easy for customers to get quotations from dozens of insurance companies...

  • Report North American Mobile Banking Benchmark: User Experience, 2017

    Applying Forrester's Digital UX Review To 11 Mobile Banking Apps
    November 17, 2017 | Andrew Hogan, Alex Causey, Jennifer Wise

    For banks, good user experience (UX) drives revenue through ongoing loyalty, deepened trust, and increased conversion, as Forrester's research has proven. But are North American mobile banking apps...

  • Report 2017 US Credit Card Digital Sales Functionality Benchmark

    Bank Of America And Wells Fargo Lead This Year's Review Of Credit Card Sales
    November 15, 2017 | Alyson Clarke, August Du Pont

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of the seven largest credit card issuers in the US across 42 individual criteria. Bank of America takes...

  • Report Disrupting Finance: Digital Money Managers

    Digital Money Managers Offer A Simple Way To Manage Money
    October 19, 2017 | Aurelie L'Hostis

    Digital money managers offer account aggregation, spending insights, budgeting and savings tools, alerts, and financial guidance to consumers who wish to manage their money but don't have the time,...

  • Report The US Investment Firms Customer Experience Index, 2017

    How US Investment Brands Earn Loyalty With The Quality Of Their Experience
    October 18, 2017 | Davis Janowski, Dylan Czarnecki

    How well do leading investment brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 23 US investment brands — both direct and...

  • Report The US Auto And Home Insurance Customer Experience Index, 2017

    How US Auto And Home Insurance Brands Earn Loyalty With The Quality Of Their Experience
    October 12, 2017 | Ellen Carney

    How well do leading auto and home insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 19 auto and home insurance brands...

  • Report The US Banking Customer Experience Index, 2017

    How US Bank Brands Earn Loyalty With The Quality Of Their Experience
    October 4, 2017 | Alyson Clarke, Dylan Czarnecki

    How well do leading bank brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 28 banking brands — both direct banks and traditional...

  • Report The US Health Insurance Customer Experience Index, 2017

    How US Health Insurance Brands Earn Loyalty With The Quality Of Their Experience
    September 27, 2017 | Faith Adams, Kate McCarthy, Dylan Czarnecki

    How well do leading health insurance brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 17 health insurance brands that were...

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