Banking
Banks face many challenges: declining customer loyalty, an emergent fintech class, and commerce platforms that continue to inch toward providing financial services. Read our insights on how the banking industry is changing and how banks can transform and thrive amid unprecedented disruption.
Insights
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Banks Need Modern Identity Verification Solutions To Stay Competitive And Resilient In The AI Era
There is a growing need for more secure identity verification in the financial services industry due to the rise of sophisticated fraud tactics and increasingly complex regulatory requirements. Learn the four key challenges that financial services firms face in this preview of a new report.
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Financial Firms Offer Laid-Off Government Employees A Chance To … Spend More Money?!
At a time of high volatility, financial services brands should focus on removing customer stress and offering benefits, not finding ways to sell more to struggling customers. Get four tips on how to do that in this post.
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How Banks Can Win At CX: Lessons From The Front Lines
Customer experience quality in banking is falling on average, but there are banking brands globally that buck this trend, outshining competitors and continuing to improve their CX performance.
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Great Digital Banking Experiences Create A Data-For-Value Flywheel
Driving engagement is top of mind for most digital banking leaders. Forrester’s research reveals the immense value — for both customers and banks — of useful, convenient digital banking experiences. The right mobile banking offerings, for example, can unlock new value for a customer and differentiate a bank’s brand. And our broader customer experience research […]
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Navigating Economic Waters: The New US Administration’s Spending Scenarios And Global Impact
With a new US administration coming in, there is always economic uncertainty. Learn some of the factors that could be strong influencers of future US economic growth and how they could impact other global markets.
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A Quick And Dirty Guide To Cryptocurrencies, Stablecoins, And CBDCs
With a more crypto-friendly administration preparing to take office, we break down the key terms associated with cryptoassets.
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2025: The Digital Banking Landscape Is Poised For Another Transformative Year
Leading banks are leveraging mature and emerging technologies, customer insights, and data to enhance customer experience, increase customer engagement, and drive business growth.
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A Run On The Bank: Lack Of Headline Failures Hasn’t Changed Consumer Attitudes
When Silicon Valley, Signature and First Republic failed last year four out of five US online consumers knew about it. This year, bank failures have been less visible. Find out why and what to expect in the future.
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Introducing The Forrester Wave™: Digital Banking Processing Platforms, Q4 2024
The Forrester Wave™: Digital Banking Processing Platforms, Q4 2024, evaluates the top DBPPs driving digital transformation in banking. Successful digital transformation involves more than just impressive front-end applications — it requires overhauling a complex web of technology infrastructure and tightly coupled systems.
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Is Your Bank Ready For What’s Next In Mobile?
Our newly published research into people’s mobile banking needs, expectations, and behaviors surfaced 10 emerging must-have features and 10 emerging differentiators in mobile banking experiences.
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In North America, Mobile Banking Apps Are Sufficient But Undifferentiated
Get five key takeaways from Forrester's recent review of mobile banking apps in North America in this preview of a new report.
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Predictions 2025: Banks Must Innovate To Reverse The Double Whammy Of Declining CX And Profitability
Banks need to get ready for a major challenge in 2025: a simultaneous decline in customer experience and worsening profitability. But fear not, because there is a solution to this double whammy: innovation.
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“Nothing’s Gonna Touch You In These Golden Years”? Only Half Of Americans Know How To Save For Retirement
David Bowie’s classic song “Golden Years” tells us to “look at that sky, life’s begun.” But retirement’s “golden years” are looking less golden for Americans. Forrester data indicates that many Americans are willing to work past the age of retirement or even work a part-time job in retirement to supplement their income.
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The Future Of Banking: By 2030, Banking Will Be Invisible, Connected, Insights-Driven, And Purposeful
In the rapidly evolving financial landscape, banks are facing challenges that require them to adapt and innovate. But amidst all these changes, the importance of trust remains constant. Trust is the foundation upon which successful banking relationships are built, and it will continue to be a crucial factor in shaping the future of the industry. […]
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Reshaping Banking In The Age Of AI: Embracing Trust, Innovation, And Customer Obsession
Once again, the banking industry is on the cusp of transformative changes. AI and generative AI (genAI) technologies have the potential to enhance customer relationships, deliver personalized digital experiences, augment customer service, and combat fraud. But they also have the potential to shift the mindset of banking from a product-centric to a relationship-centric approach and […]
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Unlocking The Future Of Mobile Banking: Insights From Forrester’s 2024 European Digital Experience Review™
Read this report to understand where European banks’ mobile banking apps excel, where they fall short, and how to strengthen your own apps.
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What’s New In Australian Mobile Banking In 2024
To gauge the ease and effectiveness of mobile banking experiences, Forrester evaluated the smartphone apps of the “big four” Australian banks.
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European Banks See A Drop In CX Quality, Mirroring Global Trends
In 2024, European banks joined other regions and industries to see a significant drop — a worrying sign with grave business implications.
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Fraud Management In APAC: What’s New In 2024?
The fraud attack rate in APAC is above the global average. Find out why in this preview of a new report on the latest trends in fraud management, including evolving fraud patterns and technology adoption trends in APAC.
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The Singapore CX Index Rankings, 2024
Singapore’s Financial Service Industry Customers Rate Their Experiences As Just “OK” In 2024 Forrester has been evaluating the quality of customer experience (CX) at leading financial service providers in Singapore since 2018. This year, we’ve expanded the coverage of our Customer Experience Index (CX Index™) beyond retail banking and auto and home insurance to include […]
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