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  • Report Disrupting Finance: Digital Banks

    Digital Banks Offer A More Compelling Digital Banking Experience

    Over the past decade, a wave of new digital banks like Kakao Bank, Monzo, N26, Nubank, Revolut, and Tinkoff have launched, competing to win customers with better digital customer experiences than...

  • Report Benchmark Your Customers' Digital Banking Journeys

    Benchmarks: The Digital Banking Strategy Playbook
    January 9, 2019 | Peter Wannemacher

    Digital banking strategy leaders aim to differentiate with services that meet or exceed customers' needs and expectations. To help them understand where they stand, we developed our Forrester...

  • Report Organize For Digital Banking Success

    Organization: The Digital Banking Strategy Playbook
    December 24, 2018 | Frederic Giron

    Banks need to become customer-led, insights-driven, faster, and more connected to their external ecosystem if they want to be relevant in a digital world. In this transformation journey, digital...

  • Report Use Behavioral Economics To Inform Your Financial Well-Being Strategy

    Design Digital Experiences That Encourage Customers To Adopt Better Financial Habits
    December 13, 2018 | Aurelie L'Hostis

    Advances in behavioral science have shed new light on how people make decisions — and that includes personal finance. Despite best intentions, people don't always stick to their financial goals....

  • Report Four Ways APIs Are Changing Banking

    How Financial Services Firms Are Exploiting APIs And Open Banking
    October 24, 2018 | Jacob Morgan

    Application programming interfaces (APIs) are cornerstone building blocks of digital business and are reframing opportunity within financial services. Digital business leaders are ideally placed to...

  • Report P2P Transfers Should Enhance Your Mobile Banking App, Not The Other Way Around

    Digital Feature Fix: Remove Barriers By Fitting Person-To-Person Transfers Into Holistic Design

    In our recent mobile banking Forrester Industry Waves™, we found that many banks have added new P2P transfer services to their apps without explaining how to use them, thinking through money...

  • Report Banks Must Embrace Digital Business Models To Redefine Their Value To Customers

    Digital Leaders At Middle Eastern Banks Are Starting To Address Key Tasks That All Banks Must Master
    April 16, 2018 | Zhi-Ying Barry

    Facing tough economic conditions, competition from more agile players, and changing customer needs, banks in the Middle East are pursuing digital business models to generate new revenue streams and...

  • 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 Winning The Payments War Requires Continuous Innovation

    Indian Banks Are Relying Upon Digital India To Support Their Game Plan For Payments
    February 12, 2018 | Ashutosh Sharma, Arnav Gupta

    India's government is using digital enablement programs to increase Indians' use of digital tech and transform the economy into one that uses less cash. Digital consumers give banks and financial...

  • 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 2017 Indian Bank Digital Sales Functionality Benchmark

    ICICI Bank Leads The Pack, Just Ahead Of Axis Bank
    January 30, 2018 | Ashutosh Sharma, Arnav Gupta

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of five large retail banks in India. ICICI Bank leads the pack with a score of 55 out of 100, just...

  • Report 2017 European Online Banking Functionality Benchmark

    BBVA Earns The Highest Overall Score
    December 13, 2017 | Aurelie L'Hostis

    Tens of millions of Europeans use their banks' secure websites to conduct both routine and infrequent banking tasks. Digital banking strategy executives need to deliver online banking services that...

  • 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 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 Engage Customers Through Mobile

    Executive Overview: The Mobile eBusiness Playbook
    October 27, 2017 | Julie A. Ask

    Digital business professionals face both the opportunity and the challenge of an ever-more-connected consumer. Consumers expect to be able to engage with brands on their mobile devices to get...

  • Report Trends 2017: Australia And New Zealand Digital Banking

    Digital Executives Need Stronger Foundations To Better Execute And Create New Customer Value
    October 23, 2017 | Alyson Clarke, Zhi-Ying Barry

    Slowing economic growth, increased government scrutiny, and more empowered consumers are challenging retail banking in Australia and New Zealand (ANZ). Differentiated experiences will drive...

  • 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 Trends 2017: North American Digital Banking

    Digital Executives Need Stronger Foundations To Create New Customer Value
    July 24, 2017 | Alyson Clarke

    Slow economic growth, low interest margins, regulatory uncertainty, increased competition, and changing consumer needs are challenging the retail banking industry in North America. Differentiated...

  • Report Win The Hearts Of Customers With Digital Money Management

    Traditional Banks In China Must Seize New Opportunities To Stave Off Digital Disruption
    July 14, 2017 | Eryan Zhou

    Digital money management in China is still in its early stages, but it will continue to develop as financial disruptors win customers and traditional banks slowly join the game. This report helps...

  • 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 Shift Your Obsession From Technology To The Customer

    Thai Banks' Digital Initiatives Must Start With Customers, Not Technology
    July 11, 2017 | Frederic Giron

    In the wake of government plans to create a digital economy, Thai banks have swiftly pushed digital initiatives. But Thai customers are largely absent from these plans — which will inevitably put...