Forrester eCommerce

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.

Banking 354

Banking Mobile Financial Services Customer Experience 354

Forrester eCommerce

SEPTEMBER 27, 2023

India is emerging as a powerhouse in mobile banking adoption. According to Forrester’s Asia Pacific Consumer 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.

Banking 388

Banking Mobile Consumer Financial Services 388

Forrester eCommerce

FEBRUARY 4, 2025

Forresters research reveals the immense value for both customers and banks of useful, convenient digital banking experiences. The right mobile banking offerings, for example, can unlock new value for a customer and differentiate a banks brand. And our broader customer experience research […]

Banking 221

Banking Customer Experience Mobile Customer 221

Forrester eCommerce

MAY 15, 2019

[Note: This is about the findings from our US mobile banking reviews and research, if you want to read about what we saw in Canada go here] Mobile apps have become the touchpoint of choice for millions of people to manage their finances.

Banking 345

Banking Mobile Management Customer 345

Retail TouchPoints

JANUARY 27, 2023

Grupo Coppel, which operates one of Mexico’s largest department stores, Coppel , as well as a major banking network in the country, has launched Coppel Access — a mobile wallet designed to provide millions of unbanked and underbanked Mexican consumers in the U.S. with mobile financial services.

Financial Services 147

Financial Services Payment Services Department Stores Banking 147

Forrester eCommerce

OCTOBER 8, 2024

In an era, where people have started doing everything on their phone: is your bank’s mobile app evolving at the pace of your customers’ expectations? Our latest Digital Experience Review of Indian mobile banking apps is just out. In […]

Banking 195

Banking Mobile Customer Experience Customer 195

Forrester eCommerce

MAY 29, 2019

Banks across Europe are all working hard to build the killer mobile banking app. They aim to keep pace with their customers’ needs and rising expectations as consumers’ appetite for banking on the go shows no signs of abating. The drivers are manifold. They also want to stay ahead of the competition. Incumbent banks like […].

Banking 316

Banking Mobile Consumer Customer 316

Forrester eCommerce

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 73

Financial Services Technology Customer Banking 73

Forrester eCommerce

JULY 15, 2020

Just think of the ways we now interact with each other, carry out our daily activities, and buy and pay for products and services. It’s mid-July 2020, and the world is a very different place than it was six and a half months ago! How we bank has also changed dramatically. With social distancing rules and […].

Banking 300

Banking Mobile Other Financial Services 300

Forrester eCommerce

NOVEMBER 20, 2020

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 […].

Financial Services 273

Financial Services Banking Management Customer 273

Retail TouchPoints

JUNE 30, 2021

Transformative shifts in consumer behavior have forever changed the dynamic between customers and the businesses they patronize. As a result, customers are increasingly turning to mobile devices to shop and becoming loyal to retailers that deliver digital experiences tailored to their unique preferences.

Merchant Services 253

Merchant Services Payment Services Customer Payments 253

Retail TouchPoints

AUGUST 20, 2021

An example of a retailer that has mastered the art of marketing to their customers is Sephora. Today, retailers are increasingly implementing systems to easily track and understand what is influencing customer satisfaction and detect specific events to look out for.

Customer Data 347

Customer Data Payment Services Customer Channel 347

Forrester eCommerce

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.

Banking 195

Banking Mobile Consumer Financial Services 195

Forrester eCommerce

APRIL 27, 2023

To assess the digital experience, we reviewed the functionality and user experience of 12 North American mobile investing apps that target self-directed investors, and we provide an Excel-based tool that allows digital business leaders to evaluate their customers’ digital journeys.

Mobile 195

Mobile Customer Financial Services Customer Experience 195

Retail TouchPoints

AUGUST 9, 2023

Financial services and POS solution Square has launched a new consumer-facing app that lets customers search, discover and book appointments with beauty and personal care professionals. We believe Square Go is an important step in helping sellers make more sales by offering seller discovery and exceptional customer experiences.”

Books 245

Books Merchant Services Payment Services Customer 245

Forrester eCommerce

JANUARY 31, 2019

But the human brain wasn’t wired to slog through big blocks of text, so millions of websites (and now mobile apps and other digital interfaces) are currently […].

Management 361

Management Mobile Channel Other 361

Retail TouchPoints

SEPTEMBER 6, 2022

Building this kind of omnichannel experience revolves around a combination of data analytics and mobile devices. Maran Nalluswami is SVP and leads the Diversified & Value platform at Synchrony , one of the nation’s premier consumer financial services companies.

Merchant Services 306

Merchant Services Payment Services Omnichannel Financial Services 306

Kissmetrics

SEPTEMBER 14, 2020

While the specifics of each feature vary from software to software, there should be a system in place to help you handle things like: Contact and lead management Document sharing and storage Workflow automation Interaction tracking Mobile access. There are four types of operational CRMs, including: Marketing Sales Customer Service IT.

Small Business Retail 310

Small Business Retail Document Operations Management 310

Retail TouchPoints

MAY 20, 2022

ATOs were traditionally more focused on financial services organizations, but as more people have turned to online shopping throughout the pandemic, this has put retailers firmly at the top of the hackers’ hit list. A Rise in Retailer ATO Attacks. This also makes ATOs much harder to detect because bots will often mimic user behavior.

Retail 289

Retail eCommerce Financial Services Information 289

Forrester eCommerce

JULY 29, 2020

Forrester’s view on the future of banking is here – examining the changes that we expect to play out over the next decade of retail banking. The drivers of the future are evolutions of the past – some playing out now, others that will be far more prominent by 2025 and table stakes by 2030. […].

Banking 536

Banking Other Financial Services Retail 536

Forrester eCommerce

MARCH 24, 2021

First, COVID-19 has accelerated digital adoption as super firms’ websites and mobile apps have become hubs for their members’ retirement planning decisions. A perfect storm of change has hit the superannuation sector, as three distinct trends have converged.

Mobile 273

Mobile Financial Services Customer Experience Customer 273

Retail TouchPoints

NOVEMBER 18, 2021

To boost usage, Hemal Negarsheth, Associate Partner, Financial Services, Kearney, noted that retailers should employ varied techniques to pick up on data signals that indicate a shopper would benefit from budgeting flexibility, a key consumer motivator for using BNPL.

Consumer 264

Consumer Merchant Services Social Media Technology 264

Forrester Omnichannel

OCTOBER 22, 2013

The bank I mainly use for my daily banking needs does not offer that many examples of great customer experiences. The two reasons why my family continues to use that bank are the high number of ATMs in the area where we live and a very customer-oriented branch advisor. Read more Categories: Architecture. Online banking.

Banking 68

Banking Mobile Multichannel Financial Services 68

Forrester eCommerce

AUGUST 5, 2020

The future is here. As discussed in Forrester’s recent research on the future of banking, success for many banks will come from powering products and distributing through others’ marketplaces. And Google is now moving ahead with its plan to launch one of those marketplaces. Late last year, I blogged about Google’s move into banking and […].

Banking 444

Banking Blog Other Financial Services 444

Forrester eCommerce

OCTOBER 2, 2019

Forrester just published new research outlining the future of small and midsize business banking (also called SME banking to refer to SMEs, or small- and medium-sized enterprises). If you’re an executive at a traditional bank, it contains some grim and gloomy predictions.

Banking 77

Banking Reference Financial Services Customer Experience 77

Forrester eCommerce

MARCH 26, 2019

Apple and Goldman Sachs are partnering to deliver a new credit card. The industry seems to be quick to dismiss the partnership, especially the rewards program – but we think they’re missing the bigger picture. There’s an awful lot more at stake here than credit card rewards. The bigger concern for digital banks, traditional banks, […].

Banking 392

Banking Financial Services Mobile Information 392

Forrester eCommerce

JULY 30, 2020

Leading banks are pivoting and rebooting their strategy — capitalizing on the pace of change and innovation and setting their course for the next decade. By 2030, banking will be invisible, connected, insights-driven, and purposeful.

Banking 382

Banking Financial Services Customer Experience Mobile 382

RETAIL MANAGEMENT SOFTWARE

AUGUST 26, 2024

In this environment, maintaining customer loyalty becomes more complex, but it is not impossible. The Role of Omnichannel Strategies An omnichannel approach, which integrates various shopping platforms and channels to create a seamless customer experience, is crucial in retaining customer loyalty during inflationary periods.

Customer Loyalty 110

Customer Loyalty Omnichannel Payment Services Customer 110

Ecommerce Platforms

JULY 2, 2019

While most people refer to Marketo as an email marketing tool, it offers a wide variety of services, including: Mobile marketing: Tailor your campaigns to meet the behaviors and needs of your audience members. Consumer marketing: Deliver super-specific campaigns to your customers to meet their individual needs and expectations.

Marketing 131

Marketing Social Media Mobile Omnichannel 131

Kissmetrics

APRIL 10, 2018

I’m going to show you how to wow your customers with Facebook Messenger. I’ll help you figure out how to do this so well it won’t just improve your customer experience, it will also boost your sales. The chatbots can be used different ways to boost sales and build customer loyalty. Mobile Friendly (for some tools).

eCommerce 225

eCommerce Live Chat Shipping Costs Payment Services 225

Forrester eCommerce

SEPTEMBER 3, 2019

“I been laid off from work My rent is due My kids all need Brand new shoes So I went to the bank To see what they could do They said son – looks like bad luck Got-a hold on you. Money’s too tight to mention.” If you were around in the Eighties, you might […].

Banking 287

Banking Financial Services Customer Experience Mobile 287

Forrester eCommerce

SEPTEMBER 25, 2018

JPMorgan enters the retail investing price war.

Retail 261

Retail Financial Services Customer Experience Mobile 261

FastSpring

JUNE 19, 2019

But the report also found some surprising trends as well: the Internet is changing our workforce, influencing a growing gig economy, and more people around the globe are ditching their bank cards and using their mobile devices to pay instead. We’re Personalizing Customer Experiences More Than Ever Before.

Payment Services 104

Payment Services Banking Payments Financial Services 104

Forrester eCommerce

APRIL 21, 2020

On Thursday, April 16, payments firm Stripe announced that it had raised $600 million in fresh funding. The funding comes on top of a $250 million round in September 2019 and values the fintech at an eye-watering $36 billion. The economy may be contracting as a result of the COVID-19 downturn, but investors are certainly […].

Banking 221

Banking Payment Services Financial Services Customer Experience 221

Ecommerce Platforms

AUGUST 7, 2019

Options include: Essentials: $25 per user per month for account, lead, and opportunity management, as well as the Salesforce mobile app, and email integration. Digital engagement to help you reach your customer on any channel from $75 per user per month. Financial Services. Advisory Services. Engagement.

Payment Services 112

Payment Services Multi-channel Arts Management 112

FastSpring

DECEMBER 12, 2022

You can choose how many reminders it takes before the customer’s service is paused. We’ve found that allowing the service to continue through the first several reminders reduces involuntary churn and provides a better customer experience. Global tax and financial services. Reporting and analytics.

Payment Services 148

Payment Services Merchant Services Payments PayPal 148

Forrester eCommerce

JANUARY 2, 2020

Excellence in digital experience is fast becoming a non-negotiable expectation that customers have from a brand. The thing about expectations is that once they rise, they become par for the course. Payments apps are no exception! We recently analysed seven apps from Indian payments providers.

Payment Services 195

Payment Services Customer Mobile Payments Financial Services 195