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  • Report Mobile Shopping Is Stalling, But Don't Panic

    May 3, 2018 | Sucharita Kodali

    Retailers have been aggressively investing in mobile commerce. However, the total percentage of physical goods retail in the US sold via mobile devices has not grown significantly in recent years....

  • 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 The State Of Digital Banking, 2018

    Digitally Empowered Customers Are Reshaping The Landscape
    February 7, 2018 | Aurelie L'Hostis

    The banking industry has entered a period of unprecedented innovation. While many banks have a digital strategy, few have embarked on a true digital business transformation. This report explores...

  • Report Disrupting Finance: Insurance Comparison Engines

    Comparison Engines Make It Easy To Gather And Compare Insurance Quotations, Streamlining Insurance Purchasing
    November 17, 2017 | Benjamin Ensor

    Comparison engines are the oldest and, in some ways, most successful digital disruptors in financial services. They make it easy for customers to get quotations from dozens of insurance companies...

  • Report Adoption Of Automated Investment Services Remains Low

    To Tap Into The Potential Of Automated Investment Services, Digital Wealth Management Leaders Need To Overcome Barriers
    September 8, 2017 | Zhi-Ying Barry

    The launch of automated investment services by Bank of America, Capital One, China Merchants Bank, OCBC Bank, Ping An Bank, and Wells Fargo is piquing executives' interest. While we expect other...

  • 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 Executive Q&A: Four Questions Retailers Need To Ask About Android Mobile Payment Systems

    eBusiness Leaders Need An Android Mobile Payments Strategy
    May 1, 2017 | Brendan Miller, Jacob Morgan

    Globally, Android holds the largest slice of the mobile handset pie, so retailers that effectively implement Android mobile payments stand to acquire new customers and increased sales from the...

  • Report Banking On Millennials: It's Not All About Mobile

    February 16, 2017 | Alyson Clarke, Gina Fleming

    To win the hearts and minds of US Millennials, banks need to gain a deeper understanding of their financial needs and behaviors. In some ways, this generation is the same as older generations were...

  • 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 The State Of Digital Insurance, 2016

    October 17, 2016 | Oliwia Berdak

    Insurers have so far been shielded from digital disruption by an older demographic, underwriting expertise, and regulatory barriers. But this is about to change. This report explores how digital...

  • Report How US Banking Customers Use Different Channels, 2016

    Americans Remain Surprisingly Attached To Bank Branches
    May 13, 2016 | Rachel Roizen

    Digital banking use is growing rapidly, as US banking customers embrace mobile and tablet banking while continuing to use online banking. But the use of traditional channels like branches and ATMs...

  • 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 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 How US Consumers Research And Buy Checking Accounts

    Branches Still Dominate The Purchase Journey Because The Digital Experience Is Too Hard
    November 30, 2015 | Alyson Clarke

    Checking accounts are one of the top-selling financial products in the US, second only to credit cards. But more importantly, checking accounts are central to a customer's relationship with their...

  • Report The State Of Mobile Insurance, 2015

    July 21, 2015 | Oliwia Berdak

    Six years after the appearance of the first insurance apps, eBusiness executives at insurance firms have rolled out a widening range of functionality across mobile platforms. However, much of...

  • Report What Different Investor Segments Really Want

    Understanding US Investor Segments Through The Media They Consume
    March 19, 2015 | Bill Doyle

    Forrester segments investors based on two dimensions: investable assets and self-directedness. The combination yields nine discrete investor segments. Among other distinct characteristics, the...

  • Report Segmenting US Investors, 2015

    Forrester's Segmentation Combines Self-Directedness And Investable Assets
    March 2, 2015 | Bill Doyle

    The new power of consumers means that a focus on the customer now matters more than any other strategic imperative. Customer segmentation allows firms to systematically understand and serve their...

  • Report How US Online Consumers Research And Buy Credit Cards

    Online Capabilities Are Crucial To The Purchase Journey
    February 27, 2015 | Alyson Clarke

    Credit cards remain the top selling financial product in the US, even though sales are significantly lower than before the financial crisis. Prospects shopping for a new credit card have clear...

  • Report How US Online Consumers Research And Buy Mortgages

    Homebuyers And Refinancers Have Complex Purchase Journeys
    February 23, 2015 | Alyson Clarke

    The mortgage purchase journey is complex, with customers using a mix of digital and human touchpoints to research and then buy mortgages. The journey differs depending on whether the customer is...

  • 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 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 The State Of Mobile Insurance, 2014

    Digital Teams Continue To Expand Their Mobile Services
    July 2, 2014 | Oliwia Berdak

    Insurance companies are rolling out a widening range of mobile insurance functionality for both consumers and agents. While there's substantial and growing consumer interest in mobile insurance,...

  • Report Trends 2014: North American Digital Insurance

    The Age Of The Customer Mandates Five Actions In 2014
    April 22, 2014 | Ellen Carney, Oliwia Berdak

    Not that long ago, insurers dictated the engagement model for customers. Those days are gone. Now, customers are changing the rules: They are shifting from being passive sideliners and are willing...

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