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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 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 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 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 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 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...

  • Report How Consumers Around The World Use The Internet To Buy Products

    A Technographics® Global Overview: Online Retail 2009
    August 13, 2010 | Olesia Klevchuk

    The Internet has evolved into an important retail channel, with millions of online consumers across the globe turning to it to make their purchases. As with many other online activities, Asian...

  • Report How Canadians Rate Their Investment And Insurance Firms On Retirement Planning

    Top Firms Include Investors Group And RBC Wealth Management
    February 16, 2010 | Bill Doyle, Peter Wannemacher

    With nearly 5 million Canadians headed into retirement in the next 10 years — and younger Canadians beginning to plan for their own retirements — eBusiness and channel strategy professionals need...

  • Report Canadians See Little Need For Mobile Banking

    Smartphones Emerge As Key To Current Adoption And Future Interest
    February 4, 2010 | Emmett Higdon

    Canadian mobile phone owners — satisfied with their current online banking experience — fail to see a compelling reason to use mobile banking. Canadian banks readying a mobile banking offering need...

  • Report Technographics® Survey Highlight: Canadian Online Trust and Mobile Banking

    North American Technographics® Financial Services, Media, And Marketing Online Survey, Q3 2009 (Canada)
    December 24, 2009 | Corina Matiesanu

    This highlight deck summarizes the key findings related to online trust and mobile banking from the North American Technographics Financial Services, Media, And Marketing Online Survey, Q3 2009...

  • Report Customer Advocacy 2009: How Customers Rate Canadian Banks

    Scores Drop Overall, But RBC Rises And Credit Unions Lead
    June 30, 2009 | Bill Doyle, Peter Wannemacher

    Customer advocacy — the extent to which a firm's customers believe it does what's best for them rather than its own bottom line — is a key predictor of customer retention and growth. Forrester has...

  • Report Travel: How To Use eBusiness Effectively In A Crisis

    May 8, 2009 | Henry H. Harteveldt

    The H1N1 virus is having enormous impact on the global travel industry. Though the industry clearly cannot control external events such as health crises, terrorism, or natural disasters, it can...

  • Report Canadians To Mobile Banking: We're Just Not That Into You

    Few Canadians Are Interested In Mobile Banking; Fewer Still Use It
    December 9, 2008 | Emmett Higdon, Peter Wannemacher

    Half of Canadian online consumers are aware of mobile banking, but just 1% currently use the service, and only 3% more report any interest in doing so in the future. What's stopping online...

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