Peter Wannemacher

For over a decade, Forrester has conducted an annual review of banks’ mobile apps. My colleague Gina Bhawalkar and I recently published our most recent research, in which we evaluated and scored the mobile banking experiences on more than a dozen banking brands’ apps across the US and Canada. In the US, we looked at […]

Even before the COVID-19 outbreak, our research showed that Canadian consumers were facing multiple financial challenges and were worried about their financial situation. To see how the pandemic was impacting consumer finances and behaviors, we surveyed 1,119 Canadian online adults in April 10–15, 2020 and found that Canadians: Are already feeling the impact of COVID-19 […]

Even before the COVID-19 outbreak, our research showed that US consumers were facing multiple financial challenges and were worried about their financial situation. To see how the pandemic was impacting consumer finances and behaviors, we surveyed 1,122 US online adults in April 10–15, 2020 and found that US consumers: Are already feeling the impact of […]

Incumbent banks will be challenged on multiple fronts in 2020. Read our predictions.

Most incumbent banks have ignored small- and medium-sized (SME) business clients. Meanwhile, fintechs have quietly built ecosystems that are poised to poach SMEs.

Forrester has recently kicked off some new research focusing on services and companies that make financial decisions and take action on behalf of consumers. You can take a very short survey on this topic here. I’m psyched to present here our first FORR/3 video episode on this topic (see below)! In it, Oliwia Berdak and […]

Weigh in on the future of autonomous financial services.

If you’re a fan of the old TV show “Happy Days,” you know Fonzie and Potsie. If you don’t know the show, here’s a quick sum-up of the two characters: Both were good dudes, but while one (Potsie) managed to, at best, fit in with the crowd, the other (Fonzie, also known as “The Fonz”) […]

Mobile apps have become the touchpoint of choice for millions of people to manage their finances. To find out how effectively banks are meeting customers’ expectations, Forrester regularly reviews the mobile apps of leading banking brands around the world.

Bankers around the world are rightly worried about the threats posed by digital disruptors getting in between them and their retail banking customers. But Forrester’s newest research reveals that executives should be just as worried — perhaps even more worried — about another market that is being upended: small business banking. Small- and medium-sized businesses […]

When digital channels such as websites arrived, they were designed in large part as “pieces of paper” delivered on a computer screen (thus, the still-widely-used term “web page”). But the human brain wasn’t wired to slog through big blocks of text, so millions of websites (and now mobile apps and other digital interfaces) are currently […]

Forrester is conducting research on how financial services companies are using video to win, serve, engage, and retain customers. As part of this research, we want to hear from you! Click here (or below) to take the survey and help us give you great research — plus you get a free research report for taking the […]

Like a football team captain at a junior high dance, Amazon just sauntered up to a big group of people and started dropping hints about its sweet moves on the dance floor . . . Okay, that’s not exactly what’s happening here, but it sure felt like that to many bank executives who heard the […]

[this blog post was co-authored by Michael Chirokas] A year ago, Forrester published a report that listed Eleven Mobile Features That More Banks Should Offer. Unsurprisingly, our ongoing research continues to uncover new mobile services that belong on banks’ road maps. Recently, we came across another feature that several startups offer but that we haven’t seen […]

Not long ago, Forrester published a report that listed “Eleven Mobile Features That More Banks Should Offer.” These features are nifty and valuable mobile services that a majority of banks worldwide don’t offer. As a follow-up to this research, we thought that we’d share three additional mobile banking features that we see more companies rolling […]

Every fall, more than a dozen Forrester analysts across multiple roles meet to discuss what executives and leaders at financial services firms should anticipate over the next year. Driven by our ongoing research, the result of this brainstorm is now available as the just-published “Predictions 2017: Pioneering Financial Providers Will Partner With Fintech To Build […]

Companies of all stripes are getting bot-happy, rolling out bots for third-party platforms like Facebook Messenger, Kik, WeChat, Slack, and more. Firms like Yahoo, H&M, KLM Airlines, and others use these chatbots — software built to simulate human conversation and to help consumers complete tasks — in an effort to better win, serve, and retain customers. […]

Few things are as unsexy as emails from a financial services company. But email alerts play an important role in the world of digital banking: Forrester’s new research report shows that alerts drive mobile banking usage and engagement. Too few digital banking teams allocate significant resources to their alerts efforts — as evidenced by the […]

This blog post is a collaboration between Peter Wannemacher and Nicole Dvorak, who also collaborated on Forrester's brand-new report on this topic. As former New York Mayor Michael Bloomberg once tweeted, “If you can’t measure it, you can’t manage it and you can’t fix it.” Digital executives at banks must understand and gauge the drivers […]