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  • 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 Cultural Bias In CX Studies: Real, But Not As Relevant As You Think

    Quantifying Cultural Bias In Customer Experience
    April 12, 2017 | Kyle Steinhouse

    Improving customer experience (CX) is a vital business priority. But for global brands, measuring and reporting CX can be tricky. Are intercountry differences in CX metrics due to cultural biases...

  • Report 2016 Canadian Life Insurance Digital Sales Functionality Benchmark

    Sun Life Financial Leads Our First Review Of Canadian Life Insurer Digital Sales Functionality
    November 30, 2016 | Ellen Carney

    Digital touchpoints are changing how Canadians research and buy life insurance. We used our life insurance Digital Sales Functionality Benchmark methodology to evaluate the digital functionality...

  • Report The Canada Customer Experience Index, 2016

    Canadian Company Scores Reveal A Year Of Stagnation
    September 29, 2016 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? In this report, we reveal the top performers in Canada and the specific brands that you must beat to...

  • Report The State Of Consumers And Technology: Benchmark 2015, Canada

    North American Consumer Technographics®
    January 25, 2016 | Gina Fleming

    This report is an overview of Canadian consumers' behaviors and technology attitudes by age group, based on Forrester's North American Consumer Technographics surveys and our ForecastView data....

  • Report The State Of Digital Money Management, 2015

    December 30, 2015 | Benjamin Ensor

    Digital money management promises to give millions of people the budgeting tips, financial guidance, and advice that so many sorely need. Small businesses, too, can gain insights into their cash...

  • Report Make The Right Digital Decisions To Drive Canadian Usage-Based Insurance Sales

    Rate Reform Creates Powerful Incentive For Effective Digital Sales
    September 25, 2014 | Ellen Carney

    Canada and the US may share a border and consumer attitudes about usage-based insurance, but they don't share a common approach to the digital strategies for promoting these insurance options. With...

  • Report Why More Banks Should Put Search On Their Secure Websites

    Online Bankers Say Search Is Important But Low In Quality, And Many Banks Don't Offer Search On Their Secure Websites
    November 5, 2013 | Peter Wannemacher

    Banks routinely upgrade and enhance their secure websites with an eye toward meeting users' needs, driving sales, and differentiating from competitors. Key decisions in this process often revolve...

  • Report Must-Have Features On Banks' Secure Websites

    Understanding Consumer Use And Best Practices Can Guide Providers Toward Online Banking Success
    November 5, 2013 | Peter Wannemacher

    For banks, getting their secure websites right is critical to business success. So how can digital teams at banks ensure their websites meet or exceed user expectations? Our data shows that some...

  • Report Canadian Online Retail Forecast, 2013 To 2018

    Canadian Online Retail Will Reach $34 Billion By 2018
    July 22, 2013 | Peter Sheldon

    Online retail in Canada is finally on the move, outpacing sales growth at traditional stores and playing a critical role in the transformation of the nation's retail landscape. With Canadian online...

  • Report Trends 2013: Five Trends Shaping The Next Generation Of North American Digital Banking

    May 1, 2013 | Catherine Graeber

    In this report we explore five trends that will affect the next generation of digital banking. Rising digital customer expectations, advances in technology, and continued digital disruption threats...

  • Report Global Mobile Behaviors, 2012

    Global Consumer Technographics®
    April 24, 2013 | Gina Fleming

    In 2012, the majority of consumers in the US, Asia Pacific, Europe, and Latin America owned a mobile phone. However, the ways in which global consumers use their phone varies across countries....

  • Report Profiling Brand-Loyal And Price-Conscious US Consumers

    A Technographics® Data Essentials Document
    April 17, 2013 | Reineke Reitsma

    Brand loyalty and price sensitivity guide consumers' purchasing decisions, but these qualities also create unique audiences that embody distinct social attitudes, technology engagement, and...

  • Report The State Of Mobile Banking 2012

    August 13, 2012 | Benjamin Ensor, Tiffani Montez, Peter Wannemacher

    Mobile banking continues to gather momentum across developed countries, fueled by rising smartphone use and the steadily improving supply of mobile banking from banks in North America, Europe, and...

  • Report The State Of North American Digital Banking: Priorities, Goals, And Metrics

    July 20, 2012 | Brad Strothkamp

    This is the first of two reports that details the findings from "The State Of North American Retail Banking eBusiness 2012," a Forrester report conducted in partnership with the Consumer Bankers...

  • Report Global PC And Broadband Penetration

    A Technographics® Global Overview Document
    June 12, 2012 | Gina Fleming

    The global online population has more than doubled since 2005, but not all countries have reached saturated levels of online penetration. While the majority of consumers in the US, Europe, and...

  • Report The State Of Canadian Mobile Financial Services: 2011

    Adoption Of Mobile Banking Is Heating Up And Portends Future Use Of Mobile Investing And Insurance Services
    August 10, 2011 | Brad Strothkamp, Peter Wannemacher

    Most of the "big five" banking providers have now launched mobile offerings, and clients are responding. Consumer adoption of mobile banking in Canada has risen sharply from just 1% in 2008 to 9%...

  • Report Using International Shipping To Reach Online Shoppers Around The Globe

    How US Online Retailers Can Extend Their Offerings To Consumers Abroad
    August 5, 2011 | Zia Daniell Wigder

    Given that online retail growth rates remain higher outside the United States than within, eBusiness executives are increasingly looking to tap into online buyers in other markets. The lowest-cost...

  • Report Global Mobile And Online Bankers

    July 26, 2011 | Jacqueline Anderson

    Many financial services firms have been moving transactions out of the branch and into more cost-effective channels in the past few years. The introduction of Internet banking services has gotten...

  • 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 Trends 2011: North American Insurance eBusiness And Channel Strategy

    Four Trends Dominate The Agendas Of eBusiness Executives
    February 8, 2011 | Ellen Carney

    In 2010, US and Canadian insurers got a bounce back in their step. While the North American insurance industry may still not be dancing with joy, the outlook for the year ahead is a lot brighter...

  • Report Global Consumers' Online Shopping Behaviors

    A Technographics® Global Snapshot Document
    January 4, 2011 | Tamara Barber

    Across the globe, online shopping behaviors vary both by country and by the product category the consumer is looking to purchase. eCommerce channels should account for these two variables in order...

  • Report How Canadian Banking Customers Use Different Channels

    ABMs And The Web Are Now The Two Most Commonly Used Channels
    November 10, 2010 | Brad Strothkamp, Peter Wannemacher

    Just as it has in other countries, the rise of online banking has changed the way Canadians conduct banking activities. Automated banking machines (ABMs) are the most widely used banking channel on...

  • Report Canada Mobile Technographics®: 2010

    Report: Understanding The Mobile Behavior Of Your Target Audience
    October 6, 2010 | Julie Ask, Charles S. Golvin

    The first step in building or refining a mobile strategy is understanding the mobile behaviors of your target audience. Mobile Technographics offers consumer product strategists a means of...

  • Report How Canadian Insurance Customers Use Different Channels

    August 24, 2010 | Ellen Carney, Peter Wannemacher

    Canadians still use the phone as their primary channel for insurance. In fact, the phone was the only channel used by a majority of online Canadian insurance customers in the past year, while fewer...

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