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  • Report Zelle Will Need To Prove Itself As The US P2P Payments Market Expands

    With Zelle, Incumbents Have Signaled A Vigorous Push Into Person-To-Person Payments, But Zelle Alone Doesn't Revolutionize P2P
    April 10, 2018 | Peter Wannemacher

    Dozens of US banks have now rolled out Zelle, a P2P payments service, to offer customers the convenience of a Venmo-like amenity with quicker access to funds. More banks will follow suit, as Zelle...

  • 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 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 What Drives Mobile Banking Usage

    Alerts And Apps That Help Customers Feel Accomplished Boost Mobile Engagement Among US Bank Customers
    June 27, 2016 | Peter Wannemacher, Nicole Dvorak

    Digital banking teams are tasked with many jobs, but one of the most important is the mandate to engage mobile banking customers and increase usage. To help digital teams better understand and...

  • Report Why Digital Teams At Financial Providers Should Invest In Shared Finances

    Consumers' Financial Relationships With Each Other Are Evolving, So Digital Executives At Financial Services Firms Need To Get Ready
    May 9, 2016 | Peter Wannemacher

    Shared finances — any situation in which one consumer acts as an observer of, partner in, or proxy for another consumer's finances — represent a latent demand that financial services providers can...

  • Report The State Of Mobile Banking, 2015

    October 13, 2015 | Aurelie L'Hostis, 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 worldwide. We expect mobile...

  • Report CX Industry Spotlight: Retail Banking

    A Forrester North American CX Index™ Deliverable: Analyzing The Financial Impact Of CX For The Retail Banking Industry
    August 14, 2015 | Gina Fleming, Peter Wannemacher

    Forrester's Customer Experience Index (CX Index™) framework allows companies to analyze the quality of their customer experience and identify the financial impact of CX. We built revenue models for...

  • Report Time For US Banks To Get Tough And Turn Off Paper For eDelivery Customers

    November 20, 2013 | Peter Wannemacher, Catherine Graeber

    For more than a decade, financial firms have worked to get their customers to enroll in eStatements and other eDelivery offerings. Early on, the assumption was that getting clients to receive...

  • 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 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 What Drives Retention And Sales In US Banking?

    Using Regression Modeling To Better Understand The Drivers Of Acquisition, Retention, And Cross-Selling In Banking
    October 18, 2012 | Gina Fleming, Peter Wannemacher

    In 2012, the age of the customer is in full swing. Gone are the days when companies could simply offer their services and customers could choose to take them or leave them — today, companies need...

  • 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 US Bankers Want More From Digital Banking

    Basics Cut It Online But Bankers Demand More From Mobile Banking
    April 30, 2012 | Brad Strothkamp, Peter Wannemacher

    Digital bankers — online, mobile, or tablet bankers — use basic account features like account balances and transaction histories and find them important. But our analysis of digital bankers reveals...

  • Report The ROI Of Mobile Investing And Mobile Trading

    Making The Business Case For Mobile Efforts At Wealth Management Firms
    November 16, 2011 | Bill Doyle, Peter Wannemacher

    Mobile has become a high priority for eBusiness teams at wealth management and investment firms. In the US, the proportion of online adults who use the mobile channel to manage their investments...

  • 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 Mobile Channel Strategy: An Overview

    How eBusiness Leaders Should Approach Mobile As A Sales And Service Channel

    Across the globe, the mobile channel is growing at a rapid rate. eBusiness and channel strategy leaders at B2B and B2C firms are at the forefront: 94% of eBusiness managers we surveyed are either...

  • Report The ROI Of Mobile Banking

    By-The-Numbers Business Case Is Lukewarm Today, But Advanced Functionality And Elusive Benefits Suggest Greater Returns Lie Ahead
    May 10, 2011 | Alexander Hesse, Brad Strothkamp, Peter Wannemacher

    Consumer adoption of mobile banking has accelerated over the past few years. In the US, the proportion of online adults who are mobile bankers has quadrupled from 4% in 2006 to 16% at the end of...

  • Report The State Of US Mobile Banking: 2011

    Mainstream Adoption Hinges On Issues With Value, Security, And Support
    May 10, 2011 | Alexander Hesse, Brad Strothkamp, Peter Wannemacher

    Mobile banking adoption continues to gather momentum in the US, fueled by strong consumer appetite for smartphones and banks' burgeoning supply of new mobile banking applications, websites, and...

  • Report eBusiness Leaders Should Use The Web To Target Small Businesses Shopping For Financial Products

    One-Third Of Small Business Owners Research Financial Services Products Online
    April 12, 2011 | Peter Wannemacher, Brad Strothkamp

    Three in four small business owners have used the Internet for at least one banking activity in the past year. But which channels do owners use to shop for the financial products they use for their...

  • Report The State Of Mobile Investing

    February 16, 2011 | Bill Doyle, Peter Wannemacher

    Mobile is the hot channel these days. A number of investment firms have developed mobile apps, and many offer dedicated mobile Web sites. Consumer adoption is ticking up: Today, 11% of investors...

  • 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 US Consumers Continue To Show Limited Interest In Mobile Payments

    Consumer Interest Is Rising Slightly, But Mainstream Adoption Is Still Far Off
    August 27, 2010 | Emmett Higdon, Peter Wannemacher

    In the US, adoption of mobile payments has been virtually nonexistent, although interest is starting to notch upward. Today, 18% of US online adults express interest in mobile payments, and yet...

  • 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 The Web Is The Critical Channel For Serving Small Business Banking Customers

    eBusiness Executives Should Focus On Web Site Functionality For Support
    August 24, 2010 | Brad Strothkamp, Peter Wannemacher

    Small business owners know a lot about their businesses, but they often know little about how to best manage the financial aspects of those businesses. As these small businesses grow, banks can...