Charts & Figures
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Forrester Investing Wave™: US Websites, Q4 2019
December 12, 2019
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Strengths And Weaknesses Of Investing Websites
December 12, 2019
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Search Results
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Report The Forrester Investing Wave™: US Websites, Q4 2019
Firms Must Optimize Their Site's Functionality And Experience Design To Help Investors Access Information
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...
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Report Bridge The Seams In Mobile Banking Experiences
Digital Feature Fix: Reduce Friction And Improve Cross-Channel UX
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...
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Report Financial Services Firms Need To Rethink Personalization
Personalization Is About Customer Engagement And Loyalty, Not Just The Next Product Sale
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...
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Report Financial Services Firms Should Personalize Across The Lifecycle And On All Touchpoints
Personalization Is About Deepening Customer Engagement
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...
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Report Simplify Insurance Customer Journeys By Improving Search
Digital Feature Fix: Use Search To Help Digital Insurance Customers Navigate And Take Action
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...
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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 ClarkeMost 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...
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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
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...
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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 PontConsumers 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...
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Report Banks: You're Building Too Many Apps
Separate, Standalone Apps Should Be Rare And Built For Unique Customer Segments Or Needs
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,...
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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'HostisA 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...
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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 ClarkeCustomer 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...
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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'HostisAdvances 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....
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Report Best Practices In Global Mobile Banking Functionality
Leading Banks Continue To Raise The Bar On Mobile Functionality
Mobile apps have become the touchpoint of choice for millions of banking customers to manage their finances. With expectations rising, digital banking teams know they need to continuously iterate...
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Report The Forrester Banking Wave™: Global Mobile Apps Summary, 2018
Mobile Banking Leaders Keep Raising The Bar On Functionality And User Experience
Mobile apps have become the touchpoint of choice for millions of people to manage their finances. Digital banking teams need to build mobile banking experiences around customer needs, empowering...
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Report North American Wealth Management Firms Must Embrace Digital To Stay Relevant
Digital Technology Brings New Opportunities And Threats To Wealth Management
September 19, 2018 | Vijay RaghavanThere are multiple forces and innovations changing how Americans and Canadians invest in the stock market. Powered by digital technology, the wealth management industry is transforming to meet the...
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Report Use Needs-Based Content To Drive Banking Sales
Digital Feature Fix: Product-First Bank Sales Strategies Are Shortsighted And A Competitive Disadvantage
Our Forrester Industry Wave™ evaluations often reveal that banking digital sites and mobile apps are missing important content, features, or functions that help customers complete their goals. Many...
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Report Implement Universal Search In Banking Sites And Apps
Digital Feature Fix: Use Search To Help Digital Banking Users Navigate And Take Action
September 6, 2018 | Aurelie L'HostisOur Forrester Industry Wave™ evaluations often reveal that bank sites and apps are missing important content, features, or functions that help customers complete their goals. A common pitfall is a...
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Report Make It Clear Why Prospects Should Bank With You
Digital Feature Fix: Give Prospects A Compelling Reason To Choose Your Bank
Our reviews for our Forrester Industry Wave™ reports often reveal that some bank, credit union, and credit card websites and mobile apps are missing important content, features, or functions that...
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Report The Forrester Auto Insurance Wave™: US Mobile Sites, Q2 2018
US Auto Insurers Undermine Their Websites' Rich Functionality With Cumbersome Navigation
To win and retain customers, auto insurers offer mobile websites that let a vehicle owner research and buy their products, as well as get service from them in a moment of need. To gauge how helpful...
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Report The Forrester Banking Wave™: US Mobile Apps, Q2 2018
USAA Leads By Offering Robust Features That Are Easy To Use
Digital business leaders and customer experience professionals at banks have to design, build, and help deliver mobile experiences that assist customers in conveniently achieving their objectives...
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Report Best Practices In Driving Digital Credit Card Sales
Customers Want Fast, Easy, Digital Processes
March 21, 2018 | Alyson ClarkeDigital touchpoints are crucial for credit card issuers because they are now the preferred way for customers to both research and apply for new credit cards. This makes the effectiveness of the...
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Report Begin Designing Your Conversational Banking Strategy Now
Chatbots And The Technology Behind Them Remain Immature, But Digital Banking Leaders Should Start Testing And Learning Now
A year ago, we wrote that too many banks were racing to launch chatbots but failing to focus on the risk of clunky, broken customer experiences. Despite the technology evolving over the past year,...
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Report Customer Advocacy 2017: 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
January 3, 2018 | Alyson Clarke, Mike ChirokasCustomer 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...