digital disruption

Part one of five customer insights lessons learned over the last decade. Up first: remember the netbook?

Excellence in digital experience is fast becoming a nonnegotiable expectation that customers have of a brand. The thing about expectations is that once they rise, they become par for the course. Payments apps are no exception! We recently analyzed eight apps from Indian payments providers. We found that with the next-to-zero cost of switching in […]

In the next two years, digitally mature companies will shift focus from digital transformation to digital product development. What will it take for them to execute?

A new breed of corporate venture capital is emerging, leveraging lessons learned from past VC experiments. VP and Principal Analyst Nigel Fenwick dissects this trend.

Google may offer consumers checking accounts as soon as next year. Principal Analyst Alyson Clarke explains what the move means for banks.

The battle for customer loyalty and wallet share will intensify. What happens in 2020 will have implications that extend well into the new decade.

In an era of convenience and hyperpersonalized experiences, consumers still feel unfulfilled. Learn how marketers, tech providers, and consumers themselves will attempt to fill the void.

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 […]

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

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 […]

How do British digital banks’ services compare to established banks'? We reviewed eight leading UK mobile banking apps to find out.

Transforming from a product-centric business to an outcome-delivery model requires the right technology and the right partners. VP and Principal Analyst Nigel Fenwick helps match your business needs with the right partners.

Read an overview of the three main ways AI can augment supply chain management operations.

Apple Card has the right mix of benefits to entice consumers. Learn why.

Starbucks is sharing its market-leading digital capabilities with a company called Brightloom; in return, it gets a seat on the Brightloom board and a share in the company. Why did Starbucks make this move now?

What lessons can we learn from Facebook's scandals? Seven Forrester analysts weigh in.

It's not just the minimalist design. It's not just the products in millennial pink. DTC is winning because it caters to customers' contradictory impulses around decision-making.

The closure of Finn does bring up some important lessons for other digital bank startups or digital offshoots of the major bank brands.

How should brands' digital commerence strategies change in response to the rise of direct-to-consumer brands?