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  • Report Millennials Drive The Sharing Economy

    North American Consumer Technographics®
    January 29, 2018 | Jonathan Winkle

    The sharing economy — peer-to-peer platforms that provide access to shared goods and services — is firmly established and poised to grow to an estimated $335 billion in the US by 2025. Millennials...

  • Report The Forrester Investing Wave™: US Mobile Apps, Q1 2018

    Mobile Investing Apps Underwhelm With Poor Usability And Lack Of Guidance, Undermining Strong Transactional Features
    January 16, 2018 | Davis Janowski, Jennifer Wise

    Mobile apps have become integral to consumers, who turn to them to manage their everyday lives — including their financial well-being. To see how helpful investing apps are to customers, we...

  • Report Customer Advocacy 2017: How Advocating For Customers Helps Financial Firms Drive Loyalty

    US Customers Rate Their Banks, Credit Card Providers, Insurers, And Wealth Management Firms On Advocacy And Future Purchase Intent
    January 3, 2018 | Alyson Clarke, Mike Chirokas

    Customer advocacy — customers' perception that a firm does what's best for them, not just what's best for the firm's own bottom line — is a key driver of loyalty and future purchase intent at...

  • 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 Facebook Loses Ground Among US Online Youth

    A North American Consumer Technographics® Report
    December 12, 2017 | Anjali Lai

    In the race to win and sustain the attention of US youth, Facebook is falling behind. Our analysis of trended behavioral and attitudinal data reveals that young consumers increasingly engage with a...

  • Report Keep Experimenting With Digital Enablement Technology In-Store

    December 11, 2017 | Michelle Beeson

    Forrester's 2017 Digital Store Capabilities Assessment benchmarked 16 leading UK and US retailers to help digital business executives understand how their investments in and implementation of...

  • 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 The US Digital-Only Retailers Customer Experience Index, 2017

    How US Digital-Only Retail Brands Earn Loyalty With The Quality Of Their Experience
    November 15, 2017 | Sucharita Kodali, Dylan Czarnecki

    How well do leading digital-only retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 14 digital-only retail brands that we...

  • Report Assess How Your Omnichannel Capabilities Stack Up

    November 13, 2017 | Michelle Beeson

    Forrester's 2017 Retail Omnichannel Capabilities Assessment benchmarked 16 leading UK and US retailers to help digital business executives understand how their omnichannel capabilities compare with...

  • Report The Forrester Retail Wave™: US Mobile Web, Q4 2017

    The Functionality And Usability Gap Widens Among Top Retailers' Mobile Websites
    October 26, 2017 | Brendan Miller, Jennifer Wise

    The mobile web is becoming many retailers' most visited digital channel, yet it converts at an average of just 1% — less than both desktop web and mobile apps. To increase mobile web conversion,...

  • Report The US Traditional Retailers Customer Experience Index, 2017

    How US Traditional Retailer Brands Earn Loyalty With The Quality Of Their Experience
    October 25, 2017 | Sucharita Kodali, Dylan Czarnecki

    How well do leading traditional retailers (stores and digital) earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 36 traditional retail...

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