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  • Peter Wannemacher

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  • 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 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 Begin Designing Your Conversational Banking Strategy Now

    Chatbots And The Technology Behind Them Remain Immature, But Digital Banking Leaders Should Start Testing And Learning Now

    A year ago, we wrote that too many banks were racing to launch chatbots but failing to focus on the risk of clunky, broken customer experiences. Despite the technology evolving over the past year,...

  • Report Benchmark Customers' Digital Banking Journeys To Stay Ahead

    Benchmarks: The Digital Banking Strategy Playbook
    February 9, 2018 | Peter Wannemacher

    Digital banking strategy leaders are under pressure to differentiate by offering services that meet or exceed customers' needs and expectations. To help them understand where they stand, Forrester...

  • Report Take An Iterative Approach To Digital Banking Strategy

    Strategic Plan: The Digital Banking Strategy Playbook
    January 26, 2018 | Peter Wannemacher

    Digital business leaders must define and then execute digital banking strategy. To do this, they must craft an action plan that sets out the guiding principles of the bank's digital strategy and...

  • Report Use Cross-Functional Teams To Execute Digital Business Strategy

    Intermediate Level: Structure Practices For Digital Business
    December 20, 2017 | Peter Wannemacher

    Digital leaders often ask Forrester, "What's the perfect organizational structure?" There isn't one. While any organizational choice is a tradeoff of efficiency, control, localization, and speed, a...

  • Report Predictions 2018: Financial Services Companies Get Serious About Digital Transformation

    Executives at financial services companies worldwide understand that digital transformation means business transformation. Most companies will spend 2018 working on new initiatives to better win,...

  • Report Millennials Want Financial Advice, With Or Without Humans

    Across Most Developed Markets, Millennials Crave Advice, Yet They Trust Algorithms Almost As Much As Humans
    August 30, 2017 | Peter Wannemacher, Davis Janowski

    Millennials are now the largest generation in the workforce across most developed markets. As their finances become more complex, Millennials are developing a healthy appetite for advice on money...

  • 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...

  • Report Global Mobile Banking Benchmark, 2017

    BBVA Earns The Top Spot

    To stay relevant to customers, digital banking strategy executives need to deliver useful and usable mobile banking services that not only exceed customers' current expectations but also anticipate...

  • Report 2017 Canadian Mobile Banking Benchmark

    CIBC Comes Out On Top By Offering Valuable, Easy-To-Use Mobile Banking Services

    Digital banking strategy leaders need to deliver mobile banking services that not only exceed customers' current needs and expectations, but also anticipate their future needs and enable them to...

  • Report 2017 US Mobile Banking Benchmark

    Direct Bank USAA Earns The Highest Overall Score By Providing A Wide Range Of Valuable Mobile Banking Features For Customers
    May 4, 2017 | Peter Wannemacher

    Digital banking strategy leaders need to deliver mobile banking services that not only exceed customers' current needs and expectations but also anticipate their future needs and enable them to...

  • Report The Digital Banking Imperative

    Vision: The Digital Banking Strategy Playbook
    March 21, 2017 | Peter Wannemacher, Jacob Morgan

    In the age of the customer, banks will either reinvent themselves or be forgotten — reduced to what one executive calls "dumb money pipes." Digital business leaders will need to make tough choices...

  • Report 2016 US Online Banking Functionality Benchmark

    Direct Bank USAA Earns The Top Spot Overall, While Bank Of America Leads Among Large Traditional Banks
    February 7, 2017 | Peter Wannemacher

    Tens of millions of US bank customers use their providers' secure websites to complete tasks and achieve their banking objectives. As such, digital banking teams must keep a close eye on which...

  • Report 2016 Canadian Online Banking Functionality Benchmark

    CIBC Again Earns The Highest Overall Score, But All Of The Big Five Banks Demonstrate Best Practices
    January 30, 2017 | Peter Wannemacher

    Tens of millions of Canadian bank customers use their providers' secure websites to conduct both routine and rare banking tasks. As such, digital banking teams must keep a close eye on which goals...

  • Report Assemble Cross-Functional Teams To Achieve Digital Success

    Insights From Different Companies On How Multirole Teams Can Drive Digital Business Initiatives And Transformation
    January 27, 2017 | Peter Wannemacher

    As firms strive for digital business transformation, many executives look to cross-functional teams to deliver better, faster results in their digital efforts. Clarity — of purpose, leadership, and...

  • Report Reinvent Your Bank Through Digital

    Executive Overview: The Digital Banking Strategy Playbook
    January 10, 2017 | Peter Wannemacher, Aurelie L'Hostis

    Digital technologies empower customers like never before, transforming their relationships with banks and their use of financial products and services. The speed with which customers embrace new...

  • Report Predictions 2017: Pioneering Financial Providers Will Partner With Fintech To Build Ecosystems

    Leading Firms Will Focus On Improving Customer Journeys, While Laggards Get Distracted By Bright And Shiny Technologies

    A gap is emerging between the financial firms that are embracing digital business transformation and those that continue doing things the same old way. In 2017, this gap will widen significantly as...

  • Report Eleven Mobile Features That More Banks Should Offer

    Forrester Mines Its Global Mobile Banking Functionality Benchmark To Identify Nifty Features That Most Banks Don't Yet Offer
    September 21, 2016 | Peter Wannemacher

    Most large banks in the developed world now offer the mobile "basics" that customers value. But what about those next-generation features that people will come to expect in coming years but few...

  • Report Bots Aren't Ready To Be Bankers

    Bank Execs Should Focus On Foundational Digital Initiatives Now To Take Advantage Of Next-Gen Bots In Two To Three Years
    August 31, 2016 | Peter Wannemacher

    Many companies are betting on bots, chat-based software built to simulate human conversation and help consumers complete tasks. But while bots and the technologies that enable them are evolving...

  • Report 2016 Global Mobile Banking Functionality Benchmark

    Digital banking strategy executives are under pressure to differentiate by offering mobile banking services that exceed customers' needs and expectations. To help digital banking teams better...

  • Report What Drives Mobile Banking Usage

    Alerts And Apps That Help Customers Feel Accomplished Boost Mobile Engagement Among US Bank Customers
    June 27, 2016 | Peter Wannemacher, Nicole Dvorak

    Digital banking teams are tasked with many jobs, but one of the most important is the mandate to engage mobile banking customers and increase usage. To help digital teams better understand and...

  • Report 2016 US Mobile Banking Functionality Benchmark

    Bank Of America Takes The Lead, While All US Banks Have Improved Functionality
    May 19, 2016 | Rachel Roizen, Peter Wannemacher

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the mobile banking offerings of the five largest retail banks in the US. While all of the US banks meet customers' needs...

  • Report Why Digital Teams At Financial Providers Should Invest In Shared Finances

    Consumers' Financial Relationships With Each Other Are Evolving, So Digital Executives At Financial Services Firms Need To Get Ready
    May 9, 2016 | Peter Wannemacher

    Shared finances — any situation in which one consumer acts as an observer of, partner in, or proxy for another consumer's finances — represent a latent demand that financial services providers can...