Peter Wannemacher

Senior Analyst

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Citi Expands Pre-Login Info For Mobile Bankers

Peter Wannemacher August 12, 2014

More than two years ago, Westpac – a bank in New Zealand – rolled out its “Cash Tank” feature for mobile bankers. Suddenly, customers could view key information like account balances without needing to log in (needless to say, it was and is opt-in-only). This new mobile banking feature immediately made a splash and was […]

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US Mobile Banking Benchmark: Chase And U.S. Bank Earn Top Scores But Banks Lag On Innovation

Peter Wannemacher May 28, 2014

When it comes to mobile banking, customers' expectations are growing faster than the hair on a Chia Pet. So every year, Forrester reviews and scores the mobile banking offerings from the largest retail banks in the US across seven categories: Range of touchpoints; Enrollment and login; Account information; Transactional functionality; Service features; Cross-channel guidance; and […]

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Canadian Mobile Banking Benchmark: CIBC Leads Overall Followed Closely By BMO And Scotiabank

Peter Wannemacher May 28, 2014

In Canada, mobile banking is growing up faster than Justin Bieber. So from March 21 to April 9, 2014, Forrester reviewed and scored the mobile banking offerings from the five largest retail banks in Canada across seven categories: Range of touchpoints; Enrollment and login; Account information; Transactional functionality; Service features; Cross-channel guidance; and marketing and […]

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Digital Is What We Do Now: Banking Trends And What Digital Teams Should Do About Them

Peter Wannemacher May 7, 2014

The first email I received at work in 2014 was from a bank; along with a festive new year’s greeting, the email touted the bank’s new mobile app and a new feature that let customers set up travel notifications directly from the bank’s website. Later that day, I was in an airport reading a friend’s […]

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You Have A Mobile Banking Strategy: Now What? (Discussion Of The Obstacles To Mobile Banking Execution Success)

Peter Wannemacher April 1, 2014

For digital teams at banks and credit unions, building a mobile strategy to win, serve, and retain customers is a major undertaking. But even after executive leaders approve a mobile strategy — after the congratulations, confetti, and champagne fade away — digital teams at banks face the challenge of executing on that strategy. The latest chapter in […]

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Forrester’s 2013 US And Canadian Bank Secure Website Rankings

Peter Wannemacher January 10, 2014

Hello, and a somewhat belated Happy New Year, dear readers! As we prepare for the upcoming year — and start to think about the digital banking space in 2014 — it is worth taking stock of where banks’ secure websites are today. Late last year, Forrester published our annual benchmarks of the largest banks’ secure […]

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Banks: Add Search To Your Secure Sites

Peter Wannemacher November 12, 2013

The majority of bank customers are now active online bankers, making the content and functionality offered on secure sites more important than ever. Forrester has just published research on which features are must-have on banks’ secure websites. For my money, the most surprising high-value secure website feature is search (here we mean natural language keyword […]

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Highlights and Thoughts From Finovate Fall 2013

Peter Wannemacher September 16, 2013

[note: this was written live last week while I was attending Finovate] Greetings from the Big Apple! I’m here attending the fancy schmancy Finovate Fall 2013 conference featuring tech solutions and innovations from – and for – the financial services industry. Here are some of the offerings and presentations that stood out for me, in the […]

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Take This 10-Minute Survey To Help Us Understand How You Use Data, Metrics, And Analytics

Peter Wannemacher July 22, 2013

************Sorry, the survey is now closed********** ***************************************************************************** Forrester is launching new research looking at how firms and companies can better use data and analytics. Please help us make this research better by taking our survey. We want to hear from you whether you use data extensively or not, and your responses will be extremely valuable. Plus […]

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Want To Better Understand Data And Metrics? A Recommended Reading List

Peter Wannemacher June 28, 2013

"Let's just say I'm not lost when it comes to data . . . but I could be more found . . ." – (eBusiness team member at a top 50 US bank) Digital teams are surrounded by data and metrics — from KPIs to customer analytics. Yet I often hear from clients who wish they […]

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Who Leads In Mobile Banking: Forrester Ranks 15 Banks Around The World

Peter Wannemacher April 25, 2013

Mobile banking success is a moving target: Customers needs and expectations are changing rapidly, and eBusiness teams at banks are sprinting to get ahead of their customers’ expectations. To achieve this, firms are rolling out new features, optimizing existing services, and enhancing mobile experiences.   To understand which firms are leading in mobile banking — and to better […]

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U.S. Bank Tackles Cross-Channel Banking With Innovative Mobile Photo Bill Pay

Peter Wannemacher April 23, 2013

Banks get a bad rap for not being innovative enough. But at least one provider is proving the haters wrong: Early this year, U.S. Bank launched Mobile Photo Bill Pay, a feature that lets mobile bankers add a new payee simply by taking a picture of a paper bill or statement. This mobile feature – […]

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How To Build A World-Class Mobile Banking Strategy

Peter Wannemacher March 27, 2013

Mobile has gotten a lot of attention at banks recently. In fact, other teams in a firm’s organization are starting to feel like Jan Brady, the voices in their heads chanting “Mobile Mobile Mobile!” But there’s good reason for the increased focus on mobile banking efforts: mobile is the most important strategic change in retail banking […]

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Citi And Royal Bank Of Canada Earn The Top Spots In Our 2012 Bank Secure Website Rankings

Peter Wannemacher January 22, 2013

Late last year, Forrester reviewed and ranked the secure websites of the 12 largest retail banks in the US and Canada. The full reports can be found here (US) and here (Canada). Overall, banks' secure websites earned an average score of 70 points (out of 100), demonstrating a level of quality that meets customers expectations […]

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The Digital Banking Strategist’s Wish List

Peter Wannemacher December 20, 2012

Whether you’ve been naughty or nice this year, you probably have a wishlist for your business. We thought it would be fun and interesting to find out what some of your wishes are, so the Digital Banking Strategy team at Forrester reached out to some of our eBusiness clients at banks and asked them “What […]

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Q&A with Mike Boush, VP, eBusiness, Discover Financial Services

Peter Wannemacher October 16, 2012

Earlier this week I caught up with Discover’s Mike Boush to talk about his keynote at the upcoming eBusiness Forum, where he’ll explore innovations in eBusiness at Discover. Here’s a snippet of our conversation, and a sneak peak of Mike’s session at the event: Q: What digital initiative have you undertaken in the last 12 […]

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Royal Bank Of Canada, Citi, & Wells Fargo Top Forrester’s Digital Sales Rankings In 2012

Peter Wannemacher September 6, 2012

Every year, Forrester employs its Website Benchmark (WSB) methodology to evaluate the effectiveness of North American banks’ digital sales efforts. This year, our evaluation has yielded two reports: 2012 Canadian Bank Digital Sales Rankings and 2012 US Bank Digital Sales Rankings. Here are some of the highlights: Royal Bank of Canada (RBC) leads all of […]

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Read This Blog, Win A Prize!!!

Peter Wannemacher May 31, 2012

It’s the latest craze sweeping the nation… No, I’m not talking about Fruit Ninja, I’m talking about gamification. There's a reason "gamification" is the buzzword on the tip of so many tongues these days. It takes ideas and structures from games – the video kind and other types – to guide companies in their quest […]

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Discover Offers Best-In-Class Secure Site Features For Cardholders: Forrester’s 2012 US Credit Card Secure Website Rankings

Peter Wannemacher May 10, 2012

Websites are the most widely used touchpoint for credit cardholders interacting with their providers. The quality of a credit card company's secure website impacts the relationship that firm has with its customers. To understand the state of card issuers' digital services, Forrester has just released our 2012 US Credit Card Secure Website Rankings. We found that: […]

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Introducing Forrester’s Mobile Banking Functionality Benchmark

Peter Wannemacher April 26, 2012

Technology is radically changing the way bank customers interact with their providers, and mobile touchpoints are at the forefront of this change. In the past five years, mobile banking adoption in the US has more than quadrupled, hitting 17% by the end of 2011. This represents a compound annual growth rate (CAGR) of more than […]

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