Peter Wannemacher

No regulation was designed to ruin the customer experience, yet poor experiences in regulated industries abound. At CX Summit North America, we'll explore how leading organizations are navigating these challenges.

Shared finance is still a largely overlooked need, despite being a common one. Read four key findings from our new report.

Welcome back to Forrester’s blog series, 50/50, where we showcase two sides of a B2C marketing issue. This time, we explore how consumers feel about Capital One’s bid to acquire Discover — and how differentiated credit card brands are in the eyes of customers. The main catalyst for this research is Capital One’s announced plan […]

While most of fintech is slouching towards ubiquity, these five notable fintechs stand out. Learn what makes them different than the rest in this blog post.

L’année à venir risque d’être relativement calme pour le secteur bancaire, mais soyez vigilants. Voici quelques-unes des tendances clés à surveiller.

The year ahead may be relatively uneventful for the banking industry — but don’t count it out. Here are a few of the key trends to look out for.

Mobile banking matters more than ever in the US and Canada. Online banking usage is trending down as mobile banking usage and engagement continue to rise. In mobile banking channels, customers demand a widening set of features and services — and these mobile experiences have a major impact on brand perceptions and preferences. So what […]

Despite some of the market upheaval caused by inflation and other issues, SMBs remain a good opportunity for banks. Find out why.

Digital strategy is a continual process of developing and refining a company’s approach to a fast-shifting landscape, one that requires decisions about what to do and what to avoid. As noted corporate strategy expert Roger L. Martin put it, “Strategy is what you choose to do and not do in service of a particular goal.” […]

Sure, it’s an old and often-used analogy, but that’s because it’s useful: When a group of people cannot effectively work together because they’re speaking different languages, they have a Tower of Babel problem. The digital landscape is constantly and rapidly shifting, so your team needs shared vocabulary to develop and execute strategy. Digital teams in […]

You’d be forgiven for not noticing a fundamental change in the pedagogical methods for teaching kids to ride a bike: Training wheels are out; balance bikes are in. Actually, if you’re a parent of anyone under 15, you probably have noticed this shift. But within this shift lies a potent lesson in the power of […]

Traditional financial services firms should focus on improvements before they fall woefully behind fintechs and other competitors that are aiming for their customers.

Forrester has been tracking emerging capabilities, products, services, and features that customers will expect and demand on banks’ apps in the next three years. Here are three mobile banking features from the second of two reports we’ve recently released: Carbon footprint tools and green financial products. Forrester found that 35% of US online adults would […]

A confluence of factors makes digital business inherently fast-moving. Systems of exploration can help digital business strategies evolve and drive growth. Learn more.

Customers’ digital banking expectations have shifted. We look at three features that are now key in customers' minds.

After a slump in 2021, fintech funding has rebounded. Learn what's making some of the key players particularly attractive.

We’ve been diving deep into a number of topics that financial services executives and their teams care about (or should care about). Here are just five of the topics we find particularly interesting: Embedded finance. A crop of fintech startups and large financial providers are investing in embedded finance — in which financial products and […]

My colleague Julie Ask and I recently wrote on how banks are using mobile notifications and emerging tech (based on a survey of executives and digital business leaders at banking providers). The full research (only available to Forrester clients) includes more than 50 slides of data and insights. Here are three key findings: Alerts and […]

It’s official: 2020 was a sucky year for fintech funding. After rising rapidly from under $1 billion in 2010 to over $41 billion in 2019, fintech funding dropped appreciably in 2020. Overall investment in fintech was down 31% in 2020 compared to the previous year. And an already-bad year ended even worse: Q4 2020 saw […]