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  • Report Case Study: Take A Focused And Disciplined Approach To Drive Chatbot Success

    OCBC Bank Created A Marketing Chatbot To Accelerate Revenue Growth
    July 21, 2017 | Xiaofeng Wang

    Marketing teams are increasingly interested in leveraging branded chatbots, but most struggle to deliver business value. OCBC Bank in Singapore is bucking the trend: The bank recently created Emma,...

  • 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 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 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...

  • Report Global Customer Experience Trends, 2017

    Insights From Forrester's Customer Experience Index™
    June 13, 2017 | Rick Parrish, Dylan Czarnecki

    How good are customer experiences globally? In this report, we use Forrester's Customer Experience Index (CX Index™) data from 2015 and 2016 to reveal CX trends around the world. We dive deep into...

  • Report 2017 India Online Banking Functionality Benchmark

    ICICI Bank Stands Out By Offering Better Online Banking Services
    June 12, 2017 | Ashutosh Sharma, Arnav Gupta

    Online banking customers in India use their providers' secure websites to complete tasks and achieve their banking objectives. Digital banking teams must keep a close eye on which goals a customer...

  • Report 2017 New Zealand Mobile Banking Benchmark

    Kiwibank Edges Out Bank Of New Zealand With Good Usability
    June 8, 2017 | Zhi-Ying Barry

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

  • Report 2017 Australian Mobile Banking Benchmark

    CommBank Takes The Top Spot; Westpac Gives Chase
    June 5, 2017 | Zhi-Ying Barry

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

  • Report 2017 China Mobile Banking Benchmark

    China Merchants Bank Tops Our Review Of Chinese Banks
    June 1, 2017 | Eryan Zhou, Riccardo Pasto

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

  • Report 2017 UK Mobile Banking Benchmark

    Lloyds Bank Comes Top In Our Review Of UK Mobile Banking Services
    May 30, 2017 | Aurelie L'Hostis

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

  • Report 2017 India Mobile Banking Benchmark

    ICICI Bank Leads Again, Setting The Bar For Mobile Banking In India
    May 26, 2017 | Ashutosh Sharma, Arnav Gupta

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

  • Report 2017 European Mobile Banking Benchmark

    BBVA Comes Top In Our Review Of European Mobile Banking Services
    May 16, 2017 | Aurelie L'Hostis

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

  • 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 European Mobile Payments Will Almost Triple By 2021

    Highlights From Forrester Data's Mobile Payments Forecast, 2016 To 2021 (EU-7)
    May 11, 2017 | Jacob Morgan

    Forrester estimates that mobile payment transactions in Western Europe will grow from €52 billion in 2016 to €148 billion by 2021. This report uses Forrester Data's European mobile payments...

  • Report The Five Fixes To Increase Mobile Checkout Conversion

    Optimize Your Mobile Checkout To Capture More Mobile Web Sales
    May 9, 2017 | Brendan Miller

    Most consumers won't download your app, but they will visit your mobile website. Mobile web traffic overtook desktop traffic in 2017, so retailers need to make their mobile checkout more convenient...

  • 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 Disrupting Finance: P2P Lending

    P2P Lending Platforms Will Continue To Disintermediate Banks
    May 3, 2017 | Oliwia Berdak

    Peer-to-peer (P2P) lending is the practice of lending money to unknown individuals or businesses without a bank or other traditional financial institution underwriting the loan. Platforms like...

  • Report Executive Q&A: Four Questions Retailers Need To Ask About Android Mobile Payment Systems

    eBusiness Leaders Need An Android Mobile Payments Strategy
    May 1, 2017 | Brendan Miller, Jacob Morgan

    Globally, Android holds the largest slice of the mobile handset pie, so retailers that effectively implement Android mobile payments stand to acquire new customers and increased sales from the...

  • Report Boost Your Conversions With Checkout Financing

    Assessing The New Alternative Retail Financing Providers
    April 28, 2017 | Brendan Miller

    A new category of disruptive credit providers and technology solutions is delivering credit during checkout, putting a new spin on retail financing. Retail credit programs have long boosted sales...

  • Report Disrupting Finance: Crowdfunding

    Crowdfunding Provides A Viable Alternative Source Of Funding
    April 19, 2017 | Oliwia Berdak

    Crowdfunding — which is essentially online fundraising — has grown exponentially over the past few years. Hundreds of crowdfunding sites like Crowdcube, GoFundMe, and Kickstarter match people in...

  • 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 Disrupting Finance: Digital Financial Advice

    The Ongoing Revolution In Digital Financial Guidance
    March 21, 2017 | Davis Janowski

    Digital financial advice platforms deliver free or low-cost investment and other financial guidance to consumers who are planning for goals such as home ownership, education, and retirement....

  • Report Disrupting Finance: Digital Consumer Lenders

    Digital Consumer Lenders Will Continue To Disintermediate Traditional Lenders
    March 13, 2017 | Alyson Clarke, August Du Pont

    Startups globally have sought to use digital technology to improve consumer lending. By using alternative sources of data, continuously honing their underwriting algorithms, and using digital...

  • Report Disrupting Finance: Digital Point-Of-Sale Lending

    Digital Point-Of-Sale Lenders Offer Alternative Credit To Consumers And Incremental Sales To Merchants
    March 13, 2017 | Alyson Clarke, August Du Pont

    Digital point-of-sale lending has emerged as a new category of lending to help consumers finance new spending and to help merchants reduce basket abandonment. By partnering with merchants and...

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