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  • Report The US Customer Experience Index, 2020

    How Brands Build Loyalty With The Quality Of Their Experience
    June 15, 2020 | TJ Keitt

    As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all...

  • Report The Forrester Banking Sales Wave™: US Mobile Sites, Q1 2020

    US Banks Need To Better Help Prospects Choose And Apply
    January 23, 2020 | Alyson Clarke, Andrew Hogan

    Checking accounts are central to a customer's relationship with their primary bank, and an increasing number of customers are using their mobile phone to find research and apply for an account. To...

  • Report The Forrester Investing Wave™: US Websites, Q4 2019

    Firms Must Optimize Their Site's Functionality And Experience Design To Help Investors Access Information
    December 12, 2019 | Vijay Raghavan, Jennifer Wise

    The website is the dominant digital touchpoint for US investors, so digital leaders at investment firms must elevate their web experiences to win, serve, and retain their customers. To see how...

  • Report Net Promoter Benchmarks, 2019 (US)

    Net Promoter Scores Of 260 Organizations Across 16 Industries
    November 7, 2019 | Maxie Schmidt-Subramanian

    Almost half of firms recently surveyed by Forrester use Net Promoter Score (NPS) as a key performance indicator (KPI) for the success of their customer experience (CX) efforts. In this report, we...

  • Report Bridge The Seams In Mobile Banking Experiences

    Digital Feature Fix: Reduce Friction And Improve Cross-Channel UX
    October 4, 2019 | Gina Bhawalkar, August du Pont

    Banks continue to expand their mobile experiences to include new features and content aimed at letting customers manage their finances from a mobile device. But with these additions, banks often...

  • Report Financial Services Firms Need To Rethink Personalization

    Personalization Is About Customer Engagement And Loyalty, Not Just The Next Product Sale
    September 26, 2019 | Alyson Clarke, Aurelie L'Hostis

    Many financial services firms say that they are already delivering on personalization and view improving their personalization capabilities and technology further as a top priority. But financial...

  • Report Financial Services Firms Should Personalize Across The Lifecycle And On All Touchpoints

    Personalization Is About Deepening Customer Engagement
    September 26, 2019 | Aurelie L'Hostis, Alyson Clarke

    Most financial services companies are taking a narrow approach to personalization. Digitally empowered customers are seeking and expecting better, more relevant experiences, but product-oriented...

  • Report Simplify Insurance Customer Journeys By Improving Search

    Digital Feature Fix: Use Search To Help Digital Insurance Customers Navigate And Take Action
    June 24, 2019 | Jennifer Wise, Jeffery Williams, August du Pont

    Our Forrester Industry Wave™ evaluations of insurance sites and apps often reveal that these sites miss key content, features, or functions that customers need to complete their goals. A common...

  • Report Educate Customers To Help Them Make More Confident Banking Decisions

    Digital Feature Fix: Help Prospects Understand How Banking Products Work
    May 23, 2019 | Alyson Clarke

    Most consumers need and want help to understand products and make better financial decisions. Educational tools can engage prospects and further their relationship with the brand. Banks and credit...

  • Report The Forrester Banking Wave™: US Mobile Apps, Q2 2019

    US Mobile Banking Experiences Are Often Effective, Sometimes Easy, But Rarely Evoke Positive Emotions — Leaders Are Improving All Three
    May 15, 2019 | Peter Wannemacher, Gina Bhawalkar, August du Pont

    Mobile apps have become the touchpoint of choice for millions of Americans to manage their finances. Digital banking teams need to build mobile banking experiences around customer needs, empowering...

  • Report Take The Work Out Of Insurance Quotes

    Digital Feature Fix: Remove Obstacles That Keep Prospects From Seeing The Price Of A Policy
    March 19, 2019 | Benjamin Ensor, August du Pont

    Consumers often look for the lowest price when selecting insurance policies. Yet in our reviews, we often find that insurance sites either don't provide a quoting tool or make the process of...

  • Report Banks: You're Building Too Many Apps

    Separate, Standalone Apps Should Be Rare And Built For Unique Customer Segments Or Needs
    February 27, 2019 | Zhi-Ying Barry, Peter Wannemacher

    Many banks have developed multiple customer-facing mobile apps to address specific use cases, offer a particular function, or roll out new services, but some banks are still building too many apps,...

  • Report Help Digital Banking Customers With Budgeting And Saving

    Digital Feature Fix: Help Customers Stay On Top Of Their Finances With Effective Budgeting And Savings Tools
    January 18, 2019 | Aurelie L'Hostis

    A common pitfall on banks' websites and mobile apps is a lack of budgeting and savings tools to help customers improve how they manage their finances. This brief explains why budgeting and savings...

  • Report Customer Advocacy 2018: 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
    December 24, 2018 | Alyson Clarke

    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 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....