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

Blog

A Run On The Bank: Lack Of Headline Failures Hasn’t Changed Consumer Attitudes

David Hoffman December 12, 2024
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.
Blog

Introducing The Forrester Wave™: Digital Banking Processing Platforms, Q4 2024

Huard Smith December 4, 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.

Navigate 2025 With Our Predictions Insights

Our predictions may not be a crystal ball, but they offer a clear view of what’s ahead. Visit our 2025 Predictions hub featuring guides, blogs, and webinars to give B2B, B2C, and technology leaders a competitive edge in 2025.

Blog

Is Your Bank Ready For What’s Next In Mobile?

Peter Wannemacher December 4, 2024
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

Peter Wannemacher October 31, 2024
Get five key takeaways from Forrester's recent review of mobile banking apps in North America in this preview of a new report.
Blog

Predictions 2025: Banks Must Innovate To Reverse The Double Whammy Of Declining CX And Profitability

Alyson Clarke October 23, 2024
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.
Blog

“Nothing’s Gonna Touch You In These Golden Years”? Only Half Of Americans Know How To Save For Retirement

Vijay Raghavan October 3, 2024
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.
Blog

The Future Of Banking: By 2030, Banking Will Be Invisible, Connected, Insights-Driven, And Purposeful

Alyson Clarke September 30, 2024
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. […]
Blog

Reshaping Banking In The Age Of AI: Embracing Trust, Innovation, And Customer Obsession

Alyson Clarke September 30, 2024
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 […]
Blog

Unlocking The Future Of Mobile Banking: Insights From Forrester’s 2024 European Digital Experience Review™

Aurelie L'Hostis September 12, 2024
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

Zhi Ying Barry September 11, 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

Oliwia Berdak September 4, 2024
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?

Meng Liu August 29, 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.
Blog

The Singapore CX Index Rankings, 2024

Tom Mouhsian August 19, 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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Revolut Secures Its Banking License — Crowning A Decade Of Digital Banks

Aurelie L'Hostis July 25, 2024
Digital banks are gaining traction among consumers globally. Learn what incumbent banks should do to compete.
Blog

Introducing The Digital Banking Processing Platforms Landscape, Q3 2024

Huard Smith July 11, 2024
Explore Forrester’s digital banking processing platforms landscape report, highlighting 26 vendors and the transformative potential of these modern core banking systems for enhanced customer experiences and operational efficiency.
Blog

Adapt Or Die: Banks Face An Extinction Event

Huard Smith June 17, 2024
Legacy, monolithic banking systems are inflexible, siloed, and product-centric; closed, batch-based, unintelligent, and security-challenged. This puts them in existential danger.
Blog

AI And Open Banking Payments Dominate Money20/20 Europe 2024

Oliwia Berdak June 11, 2024
While Money20/20 Europe had a number of themes this year — including “A Customer Universe of One” and “The Business Of Money” — AI and open banking payments really stole the show. But while the AI discussion remained mostly high-level, a confluence of factors have made open banking payments closer to mainstream adoption and therefore red-hot.
Blog

You Better Shape Up! Insights From Australia’s 2024 CX Index Study

Riccardo Pasto June 3, 2024
Our latest research, working off of Australia 2024 Customer Experience Index (CX Index™) study data, reveals that most brands and agencies in our study saw the quality of their CX either flatlining or declining. In 2024, we surveyed banking, investment, government, and, for the first time, superannuation firms.
Blog

A Match Made In Plastic? Capital One’s Quest To Acquire Discover

Peter Wannemacher May 20, 2024
Capital One’s plan to acquire Discover will change the shape of the financial services landscape (though not the fundamental forces that drive growth and success — but more on that later). To help you understand the implications of the proposed merger, Forrester took a deep dive into our research and data (full report for clients […]
Blog

Navigating The Regulatory Maze: Enhancing Customer Experience In Finance And Healthcare

Arielle Trzcinski May 20, 2024
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.
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