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  • Report 2015 Canadian Mobile Banking Functionality Benchmark

    CIBC And Scotiabank Lead With Enhancements To Account Management Tools, Service Features, And Marketing
    May 26, 2015 | Peter Wannemacher

    Competition in the Canadian mobile banking space is heating up: All of the big five banks have rolled out new features and tools in the past year, while some like TD Canada Trust have launched...

  • Report Trends 2015: North American Digital Banking

    eBusiness Execs Must Help Their Firms Uncover The Digital Opportunity
    April 15, 2015 | Alyson Clarke

    Better economic conditions and an easing of the regulatory onslaught faced in the past few years means that US and Canadian banks are once again prioritizing top-line growth in 2015. Less focus on...

  • Report 2014 US Online Banking Functionality Benchmark

    Citi And Wells Fargo Have The Most Extensive Secure Website Functionality
    January 7, 2015 | Peter Wannemacher, Rachel Roizen

    Despite the growth of mobile and tablet banking over the past few years, online banking continues to be widely used in the US, with almost three-quarters of US online adults using it compared with...

  • Report 2014 Canadian Online Banking Functionality Benchmark

    CIBC Leads With A Redesigned Home Page And New Features, But All Of The Big Five Banks Offer Extensive Secure Site Functionality
    January 7, 2015 | Peter Wannemacher, Rachel Roizen

    Despite the growth of mobile and tablet banking over the past few years, online banking continues to be widely used in Canada, with over three-quarters of Canadian online adults using online...

  • Report 2014 US Bank Digital Sales Benchmark

    Bank Of America Tops Our Review Of US Banks' Sales Functionality
    November 25, 2014 | Peter Wannemacher, Rachel Roizen

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of the five largest retail banks in the US. This benchmark covers 36 criteria across four categories...

  • Report 2014 Canadian Bank Digital Sales Benchmark

    RBC Leads With Strong Account Comparison Tools And Online Account Opening Features
    November 25, 2014 | Peter Wannemacher, Rachel Roizen

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites and mobile sales efforts of the five largest retail banks in Canada. This benchmark covers 36 criteria...

  • Report The State Of Digital Money Management, 2014

    Firms Have Been Disappointed With Adoption
    July 30, 2014 | Benjamin Ensor

    Interest in digital money management has been strong for the past few years since pioneers like Wesabe and Mint.com showed how simple online money management could be. Yet despite growing numbers...

  • Report 2014 Canadian Mobile Banking Functionality Benchmark

    The Big Five Canadian Banks Have Improved Their Mobile Offerings
    May 27, 2014 | Peter Wannemacher

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the mobile banking offerings of the five largest retail banks in Canada across more than 35 criteria. This report is...

  • Report 2014 US Mobile Banking Functionality Benchmark

    Chase And U.S. Bank Top Our Review Of US Banks' Mobile Services
    May 27, 2014 | Rachel Roizen, Peter Wannemacher

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the retail mobile banking services of the five largest retail banks in the US across more than 35 criteria. The banks have...

  • Report Trends 2014: North American Digital Banking

    Digital Disruption Will Push Banks To Innovate In Money Management, Sales, And Cross-Channel Interactions
    April 22, 2014 | Peter Wannemacher

    Five major forces will affect North American digital banking this year: a heavy regulatory burden; unrelenting changes in technology; consumers' rising digital expectations; digital disruption in...

  • Report 2013 Canadian Bank Secure Website Rankings

    RBC Remains The Leader, But BMO And Scotiabank Are Close Behind
    December 26, 2013 | Peter Wannemacher

    Digital teams at banks are continuously evaluating their secure websites, with an eye toward enhancing content and functionality. These teams want to know how they compare with their peers, while...

  • Report 2013 US Bank Secure Website Rankings

    Citi Retains The Top Spot
    December 26, 2013 | Peter Wannemacher, Rachel Roizen

    Digital teams at banks are continuously evaluating their secure websites, with an eye toward enhancing content and functionality. These teams want to know how they compare with their peers, while...

  • Report Craft The Right Digital Wallet Strategy For Your Financial Institution

    With Digital Wallets, One Size Doesn't Fit All
    December 2, 2013 | Denee Carrington

    Digital wallets are poised to transform the way consumers shop and pay retailers, restaurants, and service providers. Early wallets are enabling the convergence of offers, coupons, loyalty, and...

  • 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 Case Study: Bank Of The West Jump-Starts eBill Adoption

    eBill Adoption Rate Increases By 89% In Six Months
    November 15, 2013 | Catherine Graeber

    While firms have measured the positive bottom-line benefits from eBill users, few banks have put the full force of their marketing efforts behind the service to grow adoption. But the adoption game...

  • Report 2013 US Bank Online Sales Rankings

    Bank Of America Takes The Top Spot For The First Time
    November 13, 2013 | Tiffani Montez, Rachel Roizen

    Checking accounts are one of the top selling financial products in the US, and 18% of applicants apply online. To help digital banking teams benchmark their bank websites and plan future...

  • Report 2013 Canadian Bank Online Sales Rankings

    Royal Bank Of Canada Retains The Top Spot
    November 13, 2013 | Tiffani Montez, Rachel Roizen

    Checking accounts are one of the top selling financial products in Canada, and 17% of applicants apply online. To help digital banking teams benchmark their websites and plan future improvements,...

  • Report Customer Advocacy 2013: How US Consumers Rate Their Financial Services Firms

    Customers Rate Their Banks, Credit Card Issuers, Insurers, And Investment Firms
    November 8, 2013 | Bill Doyle

    For 10 years Forrester has shown that customer advocacy — the perception on the part of customers that their firm does what's best for them, not just the firm's own bottom line — is the key driver...

  • 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 Customer Advocacy Q2 2012: How US Consumers Rate Their Financial Services Firms

    Customers Rate Their Banks, Insurers, Investment Firms, And Credit Card Issuers
    July 30, 2013 | Bill Doyle

    When customers feel that a financial services firm acts in their best interest, they are willing to invest more, borrow more, and buy more products from that firm. We call this corporate trait...

  • Report Welcome To The Era Of Agile Commerce

    July 19, 2013 | Martin Gill

    Multichannel commerce is being reborn. Traditional ways of describing multichannel commerce no longer work because customers don't interact with companies from a "channel" perspective. Customers...

  • 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 2013 Global Mobile Banking Functionality Rankings

    April 25, 2013 | Peter Wannemacher, Myriam Da Costa

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the retail mobile banking offerings of 15 retail banks in in North America, Western Europe, and Australia across more than...

  • Report Case Study: SunTrust Reboots Its Digital Platform

    Responsive Web Design And Agile Development Prove A Winning Formula
    April 4, 2013 | Peter Sheldon

    With mobile and tablet usage now mainstream, Forrester believes that eBusiness teams must find time-to-market and cost efficiencies in their digital development processes. In previous research we...

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