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

VIDEO

Google Makes Moves Into Banking: Should Banks Be Worried?

Alyson Clarke 4 hours ago
Google may offer consumers checking accounts as soon as next year. Principal Analyst Alyson Clarke explains what the move means for banks.
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Predictions 2020: Wealth And Investment Firms Will Copy Fintech Strategies

Oliwia Berdak November 5, 2019
Wealth and investment management firms will look to protect revenue and thwart disruption by taking cues from fintech companies.
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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.

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Predictions 2020: Old Rivalries And New Entrants Will Preoccupy Bank Execs

Peter Wannemacher November 5, 2019
Incumbent banks will be challenged on multiple fronts in 2020. Read our predictions.
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How WeBank Became The World’s Largest Digital Bank

Meng Liu October 24, 2019
Can you imagine a digital-only bank that has served 100 million customers within four years since its establishment? Not to mention those 100 million customers are all un-/underserved by traditional banks. Tencent-backed WeBank has achieved this goal and has become the largest digital bank in the world. The secret sauces of WeBank are the tech-driven […]
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Citizens Challenge 2019: Driving Innovation In Banking

Huard Smith October 9, 2019
Hackathons can be an excellent way for financial services firms to round out their innovation portfolios. Innovation events like these can help address changing consumer needs and behaviors, as well as competitors’ responses to them. They can help ensure the firm’s survival by adding net-new value to consumers. The Citizens Challenge, held by Citizens Bank […]
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Banks Have Neglected SMEs — They Will Come To Regret It

Peter Wannemacher October 2, 2019
Most incumbent banks have ignored small- and medium-sized (SME) business clients. Meanwhile, fintechs have quietly built ecosystems that are poised to poach SMEs.
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VIDEO

Customers Don’t Think Bank Experiences Are Improving

Alyson Clarke October 1, 2019
Customers aren't impressed by banking experiences. Learn why.
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Lackluster CX & The Risk For Banks

CX Index results show banking CX is stagnating.

VIDEO

Financial Service Firms Need To Stop Thinking Like Retailers On Personalization

Alyson Clarke September 26, 2019
By thinking like retailers, banks are leaving money on the table.
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Five (Plus One) Must-Reads On Behavioral Economics

Aurelie L'Hostis September 25, 2019
I’ve spent the past three weeks interviewing global financial institutions, fintech startups, and technology vendors to gain a broader perspective on how financial experiences will evolve in the coming years. Financial services firms and innovative startups of all stripes are all set on offering more holistic and personalized customer value propositions that support and sustain […]
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VIDEO

FinovateFall 2019: What’s Shifting In Fintech Innovation

Alyson Clarke September 25, 2019
I had the pleasure of attending FinovateFall in NYC over the past two days to see the latest and greatest in innovations from more than 70 fintechs. In the video below, I share my thoughts about what was great, what was missing, and what’s shifting in fintech innovation.  
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BBVA Tops Forrester’s 2019 Global Mobile Banking App Reviews

Benjamin Ensor September 24, 2019
Spain’s BBVA has come top in Forrester’s global mobile banking app reviews for the third year in succession. Over the past few months, a team of Forrester analysts and other researchers has reviewed the functionality and user experience of 54 leading mobile banking apps from around the world. We’ve published the results in a series […]
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Virtual Banks In Hong Kong Are Set To Rekindle The Retail Banking Experience

Meng Liu September 20, 2019
Eight more digital-only banks are set to launch in Hong Kong by the end of 2020. Find out what sets them apart and what incumbent banks must do to compete in the region.
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The UK’s Digital Banks Are Giving Established Banks A Run For Their Money

Benjamin Ensor September 18, 2019
How do British digital banks’ services compare to established banks'? We reviewed eight leading UK mobile banking apps to find out.
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Rome Was Not Built In A Day, And Neither Are Digital Businesses

Aurelie L'Hostis September 13, 2019
As I’m returning from the Eternal City, where I’ve had the chance to walk around Rome’s Baroque architecture gems and explore its awe-inspiring art collections, I cannot stop myself from reflecting on how much talent, courage, and leadership it took to transform and build such an incredible city. The seeds of the modern world were […]
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VIDEO

Kicking Off Our New Research On Autonomous Finance: FORR/3 Video

Peter Wannemacher September 6, 2019
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 […]
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Temenos Acquires Kony — Two Leaders Unite

Jost Hoppermann August 29, 2019
Yesterday, Temenos announced its acquisition of US vendor Kony. Both Kony and Temenos are Leaders in the recent “The Forrester Wave™: Digital Banking Engagement Platforms, Q3 2019.” This acquisition adds Kony Quantum, a low-code development platform, and Kony DBX to Temenos’ digital front-end product portfolio. Kony DBX is a digital banking engagement platform (DBEP), a […]
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VIDEO

Hong Kong Banks Must Raise The Bar In Mobile Banking

Meng Liu August 28, 2019
For the first time, Forrester has evaluated banks in Hong Kong, the famous world finance hub. We benchmarked the usability and functionality of the mobile apps of five banks in Hong Kong.
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Digitally Evolving Customer Mindsets Will Reshape India’s Financial Services Landscape

Arnav Gupta August 22, 2019
Read four findings from a recent survey of 3,000 online adults in India.
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VIDEO

Apple Card Will Be Popular — Here’s Why

Alyson Clarke August 7, 2019
Apple Card has the right mix of benefits to entice consumers. Learn why.
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BLOG

Why Temenos’ Acquisition Of A Small AI Software Vendor Is Relevant Beyond The Size Of Its Business

Jost Hoppermann July 17, 2019
Temenos has announced that it has acquired Logical Glue, a small vendor of financial-services-specific AI software covering use cases like credit scoring and underwriting. While Logical Glue has been successful on its own, Temenos has not acquired the firm because of the size of its business: Temenos is positioning the acquired software capabilities as an […]
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