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  • Report How Italian Banking Customers Use Different Channels, 2017

    Weave Digital And Human Touchpoints Together To Deliver Superior Customer Experiences
    November 9, 2017 | Aurelie L'Hostis

    Digital business strategy executives at Italian banks face a twofold challenge: Banks need to encourage less digital-savvy customers to use digital touchpoints for routine banking tasks; at the...

  • Report Global Mobile Banking Benchmark: User Experience, 2017

    Applying Forrester's Digital UX Review To 53 Mobile Banking Apps
    July 13, 2017 | Andrew Hogan, Alex Causey

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

  • Report European Digital Banking Forecast, 2014 To 2018

    Tablet Banking Will Overtake Mobile Banking By As Soon As 2016
    May 15, 2014 | Stephen Walker, Benjamin Ensor

    Online and mobile banking are now widespread across Western Europe, with small numbers of people banking on tablets. Over the next five years, growing adoption of smartphones and tablets will...

  • Report Forrester Research Digital Banking Forecast, 2013 To 2018 (EU-7)

    ForecastView Spreadsheet
    January 13, 2014 | Jeff Wray

    2013 marked the first year in which a majority of EU-7 adults with bank accounts accessed digital banking services via a PC, tablet, or mobile phone. While tech-savvy countries like the Netherlands...

  • Report How Italian Banking Customers Use Different Channels, 2011

    December 1, 2011 | Benjamin Ensor

    The use of digital banking channels has grown rapidly in Italy, which has the highest mobile banking adoption in Europe — while the growth of branch use has come to a halt. Channel strategy...

  • Report The State Of Mobile Banking In Europe: 2011

    Mobile Banking Is Finally Taking Off
    April 12, 2011 | Sabine Poltermann, Alexander Hesse

    Most European banks have invested in mobile banking over the past few years, and consumers are finally starting to use it. Adoption has grown tremendously but is still far from mainstream...

  • Report Next-Generation Digital Financial Services

    Make It Simple, Ubiquitous, Personal, Empowering, And Reassuring
    March 11, 2011 | Alexander Hesse

    Rising customer expectations and an increasingly dynamic retail financial services market are making many financial firms' websites seem increasingly outdated. While most eBusiness executives want...

  • Report The State Of Mobile Banking In Europe: 2010

    Mobile Banking's Time Has Finally Come
    April 22, 2010 | Alexander Hesse

    About one in eight European Net users with a mobile phone use mobile banking today — with SMS account alerts being the most common type. Today's users are early adopters who use mobile banking as a...