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

UK Banks’ Mobile Apps Have Stalled In Terms Of Functionality

Karine Cardona-Smits 5 days ago
Mobile apps have become the main touchpoint of banking relationships for millions of people and the starting point for many financial decisions and activities. Forrester data shows that 53% of UK online adults have done their banking on a mobile website or app in the past month. And mobile experiences impact business results: A good […]
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Blog

European Banks Must Deliver Better User Experience On Their Mobile Apps

Karine Cardona-Smits 5 days ago
Mobile apps have become the main touchpoint of banking relationships for millions of people and the starting point for many financial decisions and activities. Forrester data shows that 52% of Italian and 42% of French online adults have done their banking on a mobile website or app in the past month. And mobile experiences impact […]
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Predictions 2021 Hub

Explore our blog posts, videos, guides, and other resources to understand the dynamics that will shape 2021.

Blog

A Guide For Finserv Leaders On Building Their Financial Well-Being Program

Aurelie L'Hostis November 20, 2020
The COVID-19 pandemic and the resulting lockdowns have severely impacted the finances of millions of customers globally. The pandemic has also changed how customers bank, get insurance, and manage their finances. In addition to these COVID-19 changes, governments, regulators, and shareholders are now demanding higher standards and mandating financial services firms to better serve and […]
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Blog

European Customer Experience Index, 2020: How Banks And Insurers Can Connect CX With Business Impact

Oliwia Berdak November 18, 2020
Learn how leaders in the European banking and insurance industries can credibly connect the customer story to the money story.
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Blog

Sopra Steria Plans To Acquire Fidor Solutions To Push Its Digital Banking Engagement Platform Forward

Jost Hoppermann November 17, 2020
Earlier today, Sopra Steria announced its plans to acquire Fidor Solutions via its subsidiary Sopra Banking Software. Fidor Solutions is the technology subsidiary of Fidor Bank, a fintech that became part of Groupe BPCE in 2016. As a side note: Groupe BPCE is also in the process of selling Fidor Bank itself to the private […]
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Research Collection

Banking Leaders: Adjust Your Marketing And CX Budgets In The Wake Of COVID-19

Peter Wannemacher November 9, 2020
Banking Leaders: Make Spending Changes In Five Categories Post-COVID-19 The business effects of the COVID-19 pandemic will be with us for years. However, the consequences of the pandemic are not identical for all companies. Different industries, including banking, face disparate consumer trends, resource availability, and revenue potential during the pandemic and its aftermath. As a […]
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Blog

Predictions 2021: Banks Will Need To Get To Know Their Customers (Again)

Oliwia Berdak October 21, 2020
The COVID-19 crisis has upended banks' understanding of their customers. In 2021, banking executives will need to pivot accordingly.
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The Banking Business Model Is Fracturing

Whether it’s the future of digital banking or trying to grow in a customer-led market, strategic decisions loom for banks.

Blog

Predictions 2021: It’s All About Empathy, Digital, And Virtualizing Customer Care

Ian Jacobs October 21, 2020
The purpose of customer service is no longer just to alleviate run-of-the-mill inconveniences; it is to provide fundamental and necessary services for consumers devastated by the COVID-19 pandemic. Learn how customer service will evolve in 2021.
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Blog

Europe Predictions 2021: Digital Acceleration In Financial Services

Oliwia Berdak October 15, 2020
2020 has been a challenging year for financial services. First, COVID-19 hit insurers with business interruption and travel insurance claims. Then, banks’ profits took a hit as banks set aside billions for loan loss provisions. Given this and the protracted period of low interest rates, investors have taken a dim view of the industry’s prospects, […]
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Blog

Australian FSI Firms Have Responded Well To The Pandemic, But Their CX Is Just ‘OK’

Riccardo Pasto October 8, 2020
The 2020 Australia Banking and Superannuation Customer Experience Index (CX Index™) results are live now! COVID-19 stress-tested the robustness of Australian banks and supers’ governance structures and crisis management plans as the industry experienced rapid regulatory changes. Firms Must Focus On CX That Builds Loyalty To Come Out Ahead In The Crisis Forrester’s CX Index […]
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Blog

COVID-19 Stokes The Chatbot Hype In Financial Services

Aurelie L'Hostis September 18, 2020
COVID-19 and its associated containment measures are accelerating digital transformation and automation in financial services. Customer service has been under enormous pressure, and financial services firms such as Nationwide Building Society in the UK and the Royal Bank of Canada have launched chatbots to deal with the unusually high volume of requests. However, digital teams […]
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Blog

Banking Software Vendors Won’t Differentiate With Just Functionality For Long

Jost Hoppermann September 11, 2020
A few days ago, Forrester published two Forrester Wave™ reports, one focusing on retail banking, the other on corporate banking. With these Forrester Wave evaluations, we separated off-the-shelf banking back ends for retail and corporate banking for the first time. However, this was not the only first: We also introduced a new banking software category: […]
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Webinar

The Future Of Japanese Banking Is Open

August 30, 2020
Deep dive into the open banking regulatory initiative in Japan, the market challenges and future trends.
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Blog

Still Considering Mobile Experience As A Reduced Web Experience? Wake Up!

Karine Cardona-Smits August 24, 2020
As we're reviewing mobile banking apps for our upcoming European Digital Experience Review™ research, there's a noticeable gap between leaders and laggards on both user experience and functionalities offered in-app. The main reason that keeps laggards behind resides in their mobile experience strategy — or, rather, the lack of it.
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Blog

Forrester Reviews And Scores US Mobile Banking Apps: What We Learned

Peter Wannemacher August 12, 2020
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 […]
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Blog

Lean Isn’t Always Lean: There Are Lean Cores And Lean Cores In Banking

Jost Hoppermann August 7, 2020
Understanding the lean-core concept is key to easing digital transformation challenges. Vice President Jost Hopperman clears up some of the confusion surrounding the concept.
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Webinar

Digital Lending 2.0: Re-imagine Your Digital Lending Proposition To Thrive In Future

August 6, 2020
Deep dive into the concept of digital lending and get actionable advice from industry practitioners on how you you can re-assess your digital lending proposition.
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Video

Invest In The Right Technologies To Develop Your Financial Well-Being Program

Aurelie L'Hostis August 6, 2020

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Video

The Future Is Here: Google Moves Forward With Its Banking Marketplace

Alyson Clarke August 5, 2020

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Research Collection

Finserv Leaders Must Keep Sight Of The Big Picture In The Midst Of The Pandemic

David Hoffman August 5, 2020
As the COVID-19 pandemic shifts both geographically and in intensity, changes in consumers’ behaviors present financial services companies with new problems and new opportunities. The near-term impact will change the ways these companies interact with their customers, manage their employees, and respond to the market environment.
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