For Customer Experience Professionals

How American Express Empowers Call Center Employees To Deliver Great Customer Experience

A Report From Forrester's Customer Experience Forum 2010

by Megan Burns, September 3, 2010

American Express listens to its employees. At Forrester's Customer Experience Forum 2010, Reena Panikar, vice president and business leader of American Express' Customer Service Center in Fort Lauderdale, Fla., told attendees how AmEx has leveraged feedback . . .

For Interactive Marketing Professionals

Financial Services B2B Interactive Marketing Trends

by Michael Greene, September 2, 2010

Caution continues to dominate business-to-business (B2B) financial services interactive marketing strategies as budget squeezes, regulatory concerns, and a lack of digital experience impede investment. Still, in the midst of sectorwide challenges, financial . . .

For Content & Collaboration Professionals

Disciplined Social Innovation

Three Firms Achieve Tangible Results

by Rob Koplowitz, Leslie Owens, August 30, 2010

Companies depend on innovation to sprint out of the current economic doldrums and to return to profitability and growth. Innovation is a discipline with established best practices, needed skill sets, and proven processes and tools. Many organizations . . .

For Enterprise Architecture Professionals

Case Study: To Launch EA, Woodmen Focused Intensely On Clearly Defined Goals

by Gene Leganza, August 27, 2010

Smaller IT shops of fewer than 150 staff members have a hard time dedicating separate staff to strategic activity such as EA. But in any environment, goals and processes without owners are likely to languish as they compete with operational priorities . . .

For Security & Risk Professionals

Case Study: A Leading Global Financial Institution Steps Up Its Campaign Against Fraud With Device Identification

by Andras Cser, August 27, 2010

When a global financial institution saw a large uptick in fraud in its commercial banking, it realized that transaction monitoring alone was insufficient. The bank needed to do more, but it was lacking some key antifraud capabilities, such as the ability . . .

For eBusiness & Channel Strategy Professionals

US Consumers Continue To Show Limited Interest In Mobile Payments

Consumer Interest Is Rising Slightly, But Mainstream Adoption Is Still Far Off

by Emmett Higdon, Peter Wannemacher, August 27, 2010

In the US, adoption of mobile payments has been virtually nonexistent, although interest is starting to notch upward. Today, 18% of US online adults express interest in mobile payments, and yet less than 6% have ever used any type of mobile payment. Those . . .

For Security & Risk Professionals

Compliance With Clouds: Caveat Emptor

by Chenxi Wang, Ph.D., August 26, 2010

Today's organizations face aggressive cost-cutting and efficiency pressures that drive businesses to consider cloud sourcing solutions. While the many properties of cloud services, such as elasticity, low entry costs, and faster time-to-market, are well . . .

For eBusiness & Channel Strategy Professionals

The Web Is The Critical Channel For Serving Small Business Banking Customers

eBusiness Executives Should Focus On Web Site Functionality For Support

by Brad Strothkamp, Peter Wannemacher, August 24, 2010

Small business owners know a lot about their businesses, but they often know little about how to best manage the financial aspects of those businesses. As these small businesses grow, banks can build stronger relationships with them by ensuring that they . . .

For eBusiness & Channel Strategy Professionals

How Canadian Insurance Customers Use Different Channels

by Ellen Carney, Peter Wannemacher, August 24, 2010

Canadians still use the phone as their primary channel for insurance. In fact, the phone was the only channel used by a majority of online Canadian insurance customers in the past year, while fewer than one in three customers used an insurer's Web site . . .

For Application Development & Delivery Professionals

Global Banking Platform Deals 2009: Regions And Functionality

A Cold Breeze And Only One Hot Region Characterize The 2009 Market

by Jost Hoppermann, August 19, 2010

Forrester surveyed 17 vendors of globally deployed banking platforms on their 2009 deals. The regional analysis shows that Asia Pacific has been the single highly active region. Most of the remaining regions of the world show different levels of mediocre . . .

For eBusiness & Channel Strategy Professionals

A Snapshot Of Emerging Mobile Commerce In China

Understanding The Adoption Of Key eBusiness Applications Within A Regional Context

by Zia Daniell Wigder, August 17, 2010

With almost 800 million mobile phone subscribers and 23 billion short message service (SMS) messages sent during the 2010 Chinese New Year holiday alone, metropolitan China outpaces every other market in the world when it comes to mobile activity. As . . .

For eBusiness & Channel Strategy Professionals

European Banks Should Start Adding Customer Ratings And Reviews To Their Sites

European Online Financial Researchers Want Ratings And Reviews

by Alexander Hesse, August 16, 2010

European online financial researchers look for customer ratings and reviews. They tend to trust them and find them valuable for making better buying decisions. Although a range of North American financial services firms offer customer ratings and reviews . . .

For Customer Experience Professionals

Lessons Learned From Three Award-Winning Voice Of The Customer Programs

by Andrew McInnes, August 12, 2010

Most large North American companies have voice of the customer (VoC) programs in place. But most programs don't live up to their potential. Forrester's 2010 Voice of the Customer Awards recognize VoC programs that drive action and deliver business results. . . .

For eBusiness & Channel Strategy Professionals

How Polish Banking Customers Use Different Channels

by Alexander Hesse, August 10, 2010

The Polish retail financial services market is characterized by strong growth and fierce competition among a large number of banks, many of them foreign-owned. With current account ownership growing from 44% to 58% and Internet adoption growing from 39% . . .

For Consumer Product Strategy Professionals

Online Video Best Practice

Benchmarking Web Sites Using Forrester's Online Video Product Scorecard

by Nick Thomas, August 5, 2010

Over the past year, our video strategy series has presented the business case goals and best practices for adding video to your Web site. In this report, we demonstrate how our online video product scorecard enables companies to benchmark their efforts, . . .

For Customer Experience Professionals

Customer Experience Trends: Leaders At FedEx, Time Warner Cable, And USAA Weigh In

A Panel Discussion At The 2010 Customer Experience Forum

by Paul Hagen, August 3, 2010

Highlights of the Trends In Customer Experience panel at Forrester's Customer Experience Forum 2010 included a debate about the need for a chief customer officer (CCO), a prediction that "Web sites are dead," and a discussion of strategies for cross-channel . . .

For Vendor Strategy Professionals

Hot Insurance Tech Companies To Watch In 2010: Q2 Update

by Ellen Carney, July 29, 2010

Effective vertical strategies are becoming more critical for tech vendors as they try to address the core business problems — not just the pure technical problems — of their customers. This is especially evident in the insurance industry, which emerged . . .

For eBusiness & Channel Strategy Professionals

Organizing For eBusiness — A Financial Services Perspective

The Dual Nature Of eBusiness Requires A Multidimensional Organizational Structure

by Brad Strothkamp, July 26, 2010

Creating the optimal eBusiness organizational structure is one of the biggest challenges confronting eBusiness executives at financial services firms today. As both a channel and an enterprise function, the dual nature of eBusiness serves as the primary . . .

For eBusiness & Channel Strategy Professionals

How US Banking Customers Use Different Channels

by Emmett Higdon, Peter Wannemacher, July 26, 2010

The percentage of US adults who bank online has risen from 51% in 2005 to 59% today. This steady growth has changed the way customers use other channels like branches, automated teller machines (ATMs), and the phone. In addition, multichannel banking . . .

For CIOs

From Black Box To Glass Box

Case Studies In IT Financial Transparency

by Craig Symons, July 22, 2010

Many IT organizations have operated like a black box with the IT budget consuming 3% to 10% of revenues and little to no visibility into how this spending is linked to strategy and value. Even within IT, the budget is categorized by asset classes (e.g., . . .

For eBusiness & Channel Strategy Professionals

Case Study: Wells Fargo Proves The Business Case For Online Chat

Wells Fargo's Second Attempt At Online Chat Finds Incremental Success

by Brad Strothkamp, July 21, 2010

Wells Fargo was a pioneer in the use of online chat in 2002. While that initial move into live help met with mixed results, the desire on the team's part to inject human assistance into the process of shopping online for lending products never faded. . . .

For eBusiness & Channel Strategy Professionals

Segmenting US Investors, 2010

Forrester's Segmentation Combines Self-Directedness And Investable Assets

by Bill Doyle, July 19, 2010

Forrester's segmentation of investors by self-directedness has yielded powerful insights for years. Asset-based segmentations remain fundamental for wealth management firms. By combining self-directedness and investable assets, we get an even richer segmentation: . . .

For Vendor Strategy Professionals

Hot Banking Tech Companies To Watch In 2010: Q2 Update

by Ellen Carney, July 16, 2010

Focusing on solving the core industry-specific business problems is the next big wave in the tech industry. Nowhere is it more evident of technology's unique role in solving business problems than in the highly tech-dependent banking market. The outlook . . .

For eBusiness & Channel Strategy Professionals

What Financial Functionality US Consumers Want On Mobile Devices

Nail The Basics To Quickly Expose The Value Of The Channel

by Emmett Higdon, Peter Wannemacher, July 12, 2010

In the US, adoption of mobile financial services is rising: 11% of US online adults are now mobile bankers and 7% of those with investment accounts are mobile investors, although just 3% of online adults have interacted with their insurer via mobile in . . .

For Customer Experience Professionals

How Satisfied Are Consumers With Phone Experiences In 2010?

Consumers Rate Their Satisfaction With Phone Experiences Across 13 Industries

by Megan Burns, July 12, 2010

For many companies, the phone is a major channel through which they interact with customers. Forrester surveyed 4,653 consumers to find out how satisfied they were with the phone interactions they had with companies across 13 different industries. Marriott . . .