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  • Report The Forrester Life Insurance Wave™: Canadian Sales Websites, Q2 2018

    Life Insurance Websites Reflect Sales Models — Not Customer Goals
    April 10, 2018 | Ellen Carney, Jennifer Wise

    Digital touchpoints are supplementing and sometimes displacing traditional sales touchpoints like advisors as customers traverse online and offline paths in their life insurance purchase journeys....

  • 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 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 Global Mobile Banking Benchmark, 2017

    BBVA Earns The Top Spot

    To stay relevant to customers, digital banking strategy executives need to deliver useful and usable mobile banking services that not only exceed customers' current expectations but also anticipate...

  • Report 2017 Canadian Mobile Banking Benchmark

    CIBC Comes Out On Top By Offering Valuable, Easy-To-Use Mobile Banking Services
    May 11, 2017 | Peter Wannemacher, August du Pont

    Digital banking strategy leaders need to deliver mobile banking services that not only exceed customers' current needs and expectations, but also anticipate their future needs and enable them to...

  • Report 2016 Canadian Online Banking Functionality Benchmark

    CIBC Again Earns The Highest Overall Score, But All Of The Big Five Banks Demonstrate Best Practices
    January 30, 2017 | Peter Wannemacher

    Tens of millions of Canadian bank customers use their providers' secure websites to conduct both routine and rare banking tasks. As such, digital banking teams must keep a close eye on which goals...

  • 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 2016 Canadian Bank Digital Sales Functionality Benchmark

    Scotiabank Takes The Top Spot
    November 21, 2016 | Alyson Clarke

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of the five largest retail banks in Canada. While all of the banks are meeting checking account...

  • Report The State Of Retail Payments 2016

    Securing Consumer Payment Data Continues To Dominate The Payments Agenda
    September 8, 2016 | Brendan Miller

    The State of Retail Payments 2016 is a new study by the National Retail Federation (NRF) and Forrester, which profiles the views and decisions about payments of the North American retailers we...

  • Report 2016 Canadian Mobile Banking Functionality Benchmark

    CIBC And Scotiabank Lead, While All Canadian Banks Have Improved Functionality
    May 27, 2016 | Rachel Roizen

    We used our Mobile Banking Functionality Benchmark methodology to evaluate the mobile banking offerings of five retail banks in Canada using 40 criteria. While all of the Canadian banks deliver...

  • 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 2015 Canadian Online Banking Functionality Benchmark

    CIBC Continues To Lead With Strong Digital Money Management Integration And Cross-Selling
    December 30, 2015 | Peter Wannemacher, Rachel Roizen

    Canadian bank customers' rapidly increasing use of mobile banking has not meant the death of online banking — far from it. More than 18 million Canadians use their bank's secure website to manage...

  • Report 2015 Canadian Bank Digital Sales Functionality Benchmark

    Royal Bank Of Canada Widens Its Lead On The Competition
    November 30, 2015 | Alyson Clarke

    We used our Digital Sales Functionality Benchmark methodology to evaluate the public websites of the five largest retail banks in Canada — Bank of Montreal (BMO), Canadian Imperial Bank of Commerce...

  • 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 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 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 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 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 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 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 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 2013 Canadian Credit Card Online Sales Rankings

    Royal Bank Of Canada Takes The Top Spot For 2013
    July 18, 2013 | Tiffani Montez, Rachel Roizen

    Credit cards are the top selling financial product in Canada, where the proportion of credit card applicants who apply online is second only to the branch. To help eBusiness teams benchmark their...

  • 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 Canadian Online Retail — 2013

    April 24, 2013 | Peter Sheldon

    Forrester has partnered with Canada Post and Shop.ca to evaluate the changing trends in online retail in Canada. On paper, the Canadian online retail market has been going through a renaissance,...

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