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• Report The State Of Digital Insurance, 2019

  Landscape: The Digital Insurance Strategy Playbook

  February 5, 2019 | 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 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 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 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

  April 3, 2018 | Oliwia Berdak, James L. McQuivey, Peter Wannemacher

  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 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 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, Mike 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 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 Adoption Of Automated Investment Services Remains Low

  To Tap Into The Potential Of Automated Investment Services, Digital Wealth Management Leaders Need To Overcome Barriers

  September 8, 2017 | Zhi-Ying Barry

  The launch of automated investment services by Bank of America, Capital One, China Merchants Bank, OCBC Bank, Ping An Bank, and Wells Fargo is piquing executives' interest. While we expect other...

• Report 2017 Canadian Online Banking Functionality Benchmark

  CIBC Again Earns The Highest Overall Score, Though Each Canadian Bank Offers Lessons For Others

  August 16, 2017 | Peter Wannemacher, August Du Pont

  Millions of Canadian bank customers use their providers' secure websites to conduct both routine and rare banking tasks. As such, digital banking teams must focus on which goals a customer can...

• Report 2017 US Online Banking Functionality Benchmark

  USAA Again Leads Overall, While Bank of America And Wells Fargo Lead Among Banks With Branches

  August 16, 2017 | Peter Wannemacher, August Du Pont

  Tens of millions of US bank customers use their providers' secure websites to conduct both routine and rare banking tasks. As such, digital banking teams must focus on which goals a customer can...