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  • Report Forrester Analytics: Online Retail Forecast, 2018 To 2023 (US), Q4 2018 Update

    ForecastView Document
    March 8, 2019 | Michael O'Grady

    While talks of economic uncertainty loom over the US, online retailing saw strong growth over the past year, with a 16% year-over-year increase. Consumer electronics, grocery (food and drink), and...

  • Report Mobile Shopping Is Stalling, But Don't Panic

    May 3, 2018 | Sucharita Kodali

    Retailers have been aggressively investing in mobile commerce. However, the total percentage of physical goods retail in the US sold via mobile devices has not grown significantly in recent years....

  • Report The Forrester Life Insurance Wave™: US Sales Websites, Q2 2018

    US Life Insurers Disappoint With Weak Digital Guidance
    April 18, 2018 | Ellen Carney, Jennifer Wise

    Digital touchpoints are supplementing and sometimes displacing traditional sales touchpoints like advisors as customers research and then buy life insurance. To see how helpful they are to...

  • Report The Forrester Life Insurance Wave™: Canadian Sales Websites, Q2 2018

    Life Insurance Websites Reflect Sales Models — Not Customer Goals
    April 10, 2018 | Ellen Carney, Jennifer Wise

    Digital touchpoints are supplementing and sometimes displacing traditional sales touchpoints like advisors as customers traverse online and offline paths in their life insurance purchase journeys....

  • Report The Consumer Tech Stack

    Our 2018 US Benchmark Data Overview Reveals The Four Forces Of Adoption
    April 5, 2018 | James L. McQuivey, Gina Fleming

    Humans were born to embrace the technologies we track. Coming into 2018, Forrester surveyed 110,460 online adults in 20 countries to see how much people of every type embrace technology, why they...

  • 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 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 Canadian Credit Card Digital Sales Functionality Benchmark

    BMO And Scotiabank Lead The Pack In This Year's Review Of Credit Card Sales
    December 18, 2017 | Alyson Clarke, August Du Pont

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of the five largest credit card issuers in Canada across 42 individual criteria. Bank of Montreal (BMO)...

  • Report Best Practices In US Mobile Investing Functionality

    The Industry Has Far To Go To Meet The Holistic Needs Of Younger Investors
    December 7, 2017 | Davis Janowski

    With expectations rising and substantial business at stake in landing and retaining 87 million US Millennial investors, digital wealth management teams know they need to improve their portfolios of...

  • Report Disrupting Finance: Insurance Comparison Engines

    Comparison Engines Make It Easy To Gather And Compare Insurance Quotations, Streamlining Insurance Purchasing
    November 17, 2017 | Benjamin Ensor

    Comparison engines are the oldest and, in some ways, most successful digital disruptors in financial services. They make it easy for customers to get quotations from dozens of insurance companies...

  • Report North American Mobile Banking Benchmark: User Experience, 2017

    Applying Forrester's Digital UX Review To 11 Mobile Banking Apps
    November 17, 2017 | Andrew Hogan, Alex Causey, Jennifer Wise

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

  • 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 Disrupting Finance: Digital Money Managers

    Digital Money Managers Offer A Simple Way To Manage Money
    October 19, 2017 | Aurelie L'Hostis

    Digital money managers offer account aggregation, spending insights, budgeting and savings tools, alerts, and financial guidance to consumers who wish to manage their money but don't have the time,...

  • Report Adoption Of Automated Investment Services Remains Low

    To Tap Into The Potential Of Automated Investment Services, Digital Wealth Management Leaders Need To Overcome Barriers
    September 8, 2017 | Zhi-Ying Barry

    The launch of automated investment services by Bank of America, Capital One, China Merchants Bank, OCBC Bank, Ping An Bank, and Wells Fargo is piquing executives' interest. While we expect other...

  • Report Ten Mobile Features That Auto Insurers Must Offer

    Handy Features That Belong On Digital Insurance Road Maps
    August 21, 2017 | Ellen Carney

    Most eBusiness and channel strategy teams at the top US auto insurers do a good job delivering the must-have mobile features their customers value. But the pace of digital innovation is relentless....

  • 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 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...