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

To Spark Innovation, Make The D In DEI About Disability, Too

David Hoffman 6 days ago
People with disabilities are innately resourceful and can serve as the cornerstone of innovation at financial institutions. Learn four ways many firms miss out on this opportunity for innovation and inclusivity.
Podcast

340: CX Predictions 2024: Financial Services

The CX Cast January 30, 2024
Every year, Forrester looks to the future to predict what we think will happen across industries, geographies and technologies. In this episode, VP, Research Directors Oliwia Berdak and David Hoffman join us to talk about where they see the financial services industry heading in 2024.
Blog

Financial Services, Healthcare, And Public Sector Clients Are Rapidly Adopting Workday Finance, Adaptive, And PRISM

Akshara Naik Lopez January 22, 2024
Planning an HCM or Finance/ERP RFP this year? Get some key takeaways from Forrester's new Workday Services Landscape report.
Blog

It’s Time To Tell Your Digital Money Story (Financial Institutions)

Tom Mouhsian January 11, 2024
Organizations that are advanced in their digital measurement practices track their performance through digitally sourced revenues, digitally impacted costs, digitally enhanced operations, and digitally satisfied customers. To help our clients do just that, we’ve created a digital measurement framework and customized it to specific industry sectors. Digital leaders from financial institutions including banking, insurance, and […]
Blog

Here’s What We’re Predicting For Indian Financial Services In 2024

Pushpa Marwal December 27, 2023
Wow, what a wild ride 2023 turned out to be for India, right? We got a spanking new Parliament, nailed space missions, successfully organized the G20 Summit, and even saved people stuck in a tunnel! Then elections buzz and a near miss at winning the ODI World Cup got us all worked up in Q4. […]
Blog

European Banks Struggle To Earn High Levels Of Customer Trust

Aurelie L'Hostis December 18, 2023
Consumers in France, Italy, Spain, and the UK generally rate their trust towards their bank as weak or — at best — moderate.
Blog

Swedish Banks Continue To Lag On CX And Should Embrace Opportunities For Improvement

Martin Gill November 6, 2023
[This blog was written by Jana Gül.] Swedish banking brands offer the worst customer experiences in Europe and score below the European average. Even though Swedish customers rated their banks’ performance as lamentably low, there are opportunities to improve on customer experience (CX) and drive loyalty. Forrester’s Customer Experience Index (CX Index™) measures how well […]
Blog

Highlights dell’Italy Banking CX Index 2023 – In che modo i marchi bancari italiani possono fidelizzarsi attraverso una migliore customer experience?

Enza Iannopollo November 6, 2023
This blog was co-written by Luca LoScavo   Il CX Index di Forrester misura la qualità della customer experience che un marchio offre ai propri clienti per creare e sostenere la fedeltà. Nel 2023, abbiamo effettuato un benchmark della qualità della CX di 9 marchi bancari italiani leader del settore.  La qualità della CX nelle banche […]
Blog

Highlights From The Italy Banking CX Index Rankings, 2023 — How Italian Banking Brands Can Earn Loyalty Through Better Customer Experiences

Enza Iannopollo November 6, 2023
[This blog was cowritten by Luca Lo Scavo.] Forrester’s Customer Experience Index (CX Index™) measures the quality of the customer experience a brand delivers to its customers to create and sustain loyalty. In 2023, we benchmarked CX quality at nine leading Italian banking brands. CX quality in Italian banks grew just enough to match the […]
Blog

¿Cómo Los Bancos Españolas Pueden Generar Más Lealtad Mejorando su CX? Aspectos destacados sobre el CX Index 2023 de los bancos españoles

Joana de Quintanilha November 6, 2023
This blog was co-written by: Victoria Manes  Los lideres en Experiencia del cliente (CX) aumentan sus ingresos más rápidamente que los “rezagados”, disminuyendo costos, reduciendo riesgos y pueden incrementar el costo de sus productos. Es por esto que Forrester publica anualmente un CX benchmark usando la metodología Customer Experience Index (CX Index™). El CX Index™ […]
Blog

Highlights From The Spain Banking CX Index Rankings, 2023 — How Spanish Banking Brands Can Earn Loyalty With The Quality Of Their Customer Experiences

Joana de Quintanilha November 6, 2023
[This blog was cowritten by Victoria Manes.] Customer experience (CX) leaders grow revenue faster than CX laggards, cut costs, reduce risk, and can charge more for their products. That’s why Forrester publishes an annual CX benchmark using its Customer Experience Index (CX Index™) methodology. Forrester’s CX Index measures how well a brand delivers customer experiences that create […]
Blog

Quelle Banque Française Offre La Meilleure Expérience Client ? Résultats de la recherche Forrester Banking CX Index 2023

Aurelie L'Hostis November 6, 2023
This blog was co-written by Julia Swerdlow  Une bonne expérience client (CX) est essentielle pour accroître la satisfaction et la fidélité des clients. Les entreprises qui excellent avec leur expérience client se différencient de leurs concurrents et obtiennent de meilleurs revenus.  Chaque année depuis 2016, Forrester sonde les clients de plusieurs banque européennes afin de […]
Blog

Which French Bank Offers The Best Customer Experience? — Results Of The Forrester France Banking CX Index Rankings, 2023

Aurelie L'Hostis November 6, 2023
[This blog was cowritten by Julia Swerdlow.] Good customer experience (CX) is essential to gain customer satisfaction and loyalty. Companies that excel in customer experience are set apart from their competitors and obtain higher revenue. Every year since 2016, Forrester has surveyed the clients of several European banks to measure their perception of the delivered […]
Blog

Highlights From The UK Banking CX Index Rankings, 2023 — How Do UK Banking Brands Earn Loyalty?

Martin Gill November 6, 2023
UK banking brands offer some of the best customer experiences in Europe. The competitive market, with multiple challengers and fintech startups, means that both traditional and mutual brands are forced to go the extra mile to deliver for their customers. Only one UK banking brand scored below the average in Europe this year in our […]
Blog

Highlights aus dem deutschen Banken CX Index 2023 – Wie können deutsche Bankenmarken durch die Qualität ihrer Kundenerfahrungen Loyalität gewinnen?

Maxie Schmidt November 6, 2023
Dieser Blog wurde von Hannah Jachim verfasst.  Führende Unternehmen im Bereich Kundenerfahrung (CX) steigern ihren Umsatz schneller als Nachzügler, senken Kosten, verringern das Risiko und können mehr für ihre Produkte verlangen. Jedes Jahr misst der CX-Index von Forrester, wie gut eine Marke Kundenerlebnisse bietet, die Kundenloyalität schaffen und erhalten. Dieses Jahr hat Forrester 2.451 Bankkunden […]
Blog

Highlights From The Germany Banking CX Index Rankings, 2023 — How German Banking Brands Can Earn Loyalty With The Quality Of Their Customer Experiences

Maxie Schmidt November 6, 2023
[This blog was cowritten by Hannah Jachim.] Providing a good customer experience (CX) has a positive influence on customer retention, boosts cross-sell and upsell potential, lowers the cost to serve existing customers, and brings in new customers. Forrester’s Customer Experience Index (CX Index™) measures how well a brand delivers customer experiences that create and sustain […]
Blog

Predictions 2024: Banks Face A Boring, Yet Dangerous, Year Ahead

Peter Wannemacher November 1, 2023
The year ahead may be relatively uneventful for the banking industry — but don’t count it out. Here are a few of the key trends to look out for.
Blog

A Few North American Mobile Banking Apps Lead, But None Stand Out

Peter Wannemacher October 3, 2023
Mobile banking matters more than ever in the US and Canada. Online banking usage is trending down as mobile banking usage and engagement continue to rise. In mobile banking channels, customers demand a widening set of features and services — and these mobile experiences have a major impact on brand perceptions and preferences. So what […]
Blog

Small Business Remains A Big Opportunity For Banks

Peter Wannemacher September 28, 2023
Despite some of the market upheaval caused by inflation and other issues, SMBs remain a good opportunity for banks. Find out why.
Blog

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

Pushpa Marwal September 27, 2023
India is emerging as a powerhouse in mobile banking adoption. According to Forrester’s Consumer Asia Pacific Survey, 2023, a staggering 87% of online Indian adults expressed their desire to do all their banking on a smartphone. This statistic marks the highest percentage among the countries surveyed in the Asia Pacific region. It also underscores the […]
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