For Interactive Marketing Professionals

Social Media Marketing For Financial Services

How To Navigate The Regulatory Minefield And Build Effective Social Media Programs

by Nate Elliott, September 7, 2010

Financial services firms are beginning to adopt social technologies: In fact, we found that 79% of companies in the industry have some social media presence. But, held back by regulatory concerns and a lack of experience, few are using social media very . . .

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 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

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 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 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 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 . . .

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

BBVA Makes Online Banking Customized, Aggregated, Relevant, And Social

CARS Improves Customer Experience And Supports The Bank's Growth Strategy

by Jonathan Browne, July 8, 2010

Forrester has predicted that the next generation of online experiences will be customized, aggregated, relevant, and social (CARS). We can already see early examples of companies that are transforming their digital offerings with these attributes. At . . .

For Vendor Strategy Professionals

Smart Computing Fuels Biometrics Growth

How Biometrics Enable Smart Computing Solutions

by Heidi Shey, July 7, 2010

Biometrics is already a growing market today in a variety of applications. Smart Computing will help to fuel biometrics growth as smart applications call for a greater level of security and accountability in order to be enabled and accepted. As the tech . . .

For Customer Experience Professionals

Web Site User Experience 2010: UK Banks

Forrester Applies Its Web Site User Experience Review Methodology To Four Top UK Banks

by Jonathan Browne, June 16, 2010

Forrester evaluated the user experience at the public-facing Web sites of the four leading UK banks by share of primary current accounts: Lloyds TSB, Barclays Bank, NatWest, and HSBC Bank. No site passed our review, but overall scores were above average. . . .

For eBusiness & Channel Strategy Professionals

Benchmarking UK Banks' Sales Sites, 2010

The Co-Operative Bank Has The Best Content And Functionality

by Vanessa Niemeyer, Ph.D., June 16, 2010

Forrester evaluated the Web sites of the 10 largest UK retail banking brands — Barclays, Halifax, HSBC, first direct, Lloyds TSB, Nationwide, NatWest, Santander, The Co-operative Bank, and Yorkshire Bank — using our Web Site Functionality Benchmark methodology. . . .

For Customer Experience Professionals

How Satisfied Are Consumers With Web Site Experiences In 2010?

Consumers Rate Their Satisfaction With 87 Web Sites Across 13 Industries

by Megan Burns, June 14, 2010

Forrester recently asked US online consumers to rate their satisfaction with Web site experiences at companies they've done business with across multiple industries. When the results were tallied, retail and financial services dominated the top 10 rankings. . . .

For eBusiness & Channel Strategy Professionals

Financial Services Web Sites Should Offer Product Comparisons

by Vanessa Niemeyer, Ph.D., June 3, 2010

Offering product comparisons is an effective way for financial services eBusiness executives to support sales, build trust, and offer customers an alternative to external price comparison Web sites. To gain these benefits, eBusiness executives need to . . .

For Application Development & Delivery Professionals

Global Banking Platform Deals 2009

2009 Was Not The Best Of All Times

by Jost Hoppermann, May 28, 2010

Forrester surveyed 17 vendors of globally deployed banking platforms on their 2009 deals. Considering participants of both the 2008 and 2009 surveys, deal volume shrunk by 18% from 2008 to 2009. Oracle and Temenos remain the Global Power Sellers. They . . .

For eBusiness & Channel Strategy Professionals

European Banks Should Consider Adding Personal Financial Management To Their Secure Sites

by Alexander Hesse, May 20, 2010

Intrigued by the success of third-party personal financial management (PFM) sites like Mint.com in the US, eBusiness professionals at European banks are considering adding similar functionality to their own sites. Our data shows that more than three out . . .

For eBusiness & Channel Strategy Professionals

Banking On Social Sites Is A Work In Progress

Privacy And Security Concerns Must Be Satisfied To Tap Emerging Demand

by Emmett Higdon, May 19, 2010

More than 250 financial institutions from 40 different countries have joined Facebook, looking for friends and future customers while testing the social networking waters. While many of these banks have seen moderate success in engaging customers in discussions . . .

For Application Development & Delivery Professionals

Solution Overview: Internet/Multichannel Banking Platforms

by Jost Hoppermann, May 18, 2010

Forrester surveyed a total of 16 vendors offering a variety of different Internet/multichannel banking solutions. The overall outcome? Many of the solutions enable multichannel business processes by supporting interactions and transactions across various . . .

For CMO & Marketing Leadership Professionals

Big US Banks Need More Customer Loyalty

by Bill Doyle, May 17, 2010

Forrester's research shows that a key driver of loyalty for consumers is customer advocacy — the perception on the part of customers that a firm does what's best for them, not just what's best for the firm's own bottom line. Loyalty will become especially . . .

For CMO & Marketing Leadership Professionals

How Financial Services Firms Earn Customer Loyalty

by Bill Doyle, May 17, 2010

Our research shows that a key driver of deeper customer relationships among financial services consumers is a trait we call "customer advocacy" — the perception on the part of customers that a firm does what's best for them, not just what's best for the . . .

For eBusiness & Channel Strategy Professionals

Why Europeans Choose Financial Firms

by Vanessa Niemeyer, Ph.D., May 5, 2010

To create online offers and messages that are appealing to customers and prospects alike, eBusiness managers at financial companies need to understand what actually drives consumers' decisions when choosing a financial provider. What matters to financial . . .

For Customer Experience Professionals

Web Site User Experience 2010: Canadian Banks

Forrester Applies Its Web Site User Experience Review Methodology To The Six Largest Canadian Banks

by Ron Rogowski, April 30, 2010

Forrester evaluated the user experience at the public-facing Web sites of the six leading Canadian banks by assets: Bank of Montreal, CIBC, National Bank of Canada, Royal Bank of Canada (RBC), Scotiabank, and TD Canada Trust. Overall scores were disappointing: . . .

For eBusiness & Channel Strategy Professionals

2010 Canadian Bank Public Web Site Rankings

Royal Bank Of Canada Takes The Top Spot For 2010

by Brad Strothkamp, April 30, 2010

For the fifth year in a row, Forrester evaluated the public Web sites of the six largest Canadian banks — Bank of Montreal, CIBC, National Bank of Canada, Royal Bank of Canada (RBC), Scotiabank, and TD Canada Trust — using our Web Site User Experience . . .

For Customer Experience Professionals

Web Site User Experience 2010: US Banks

Forrester Applies Its Web Site User Experience Review Methodology To Six Top US Banks

by Harley Manning, April 30, 2010

Forrester evaluated the user experience at the public-facing Web sites of the six leading US banks by assets: Bank of America, Chase, Citibank, PNC Financial Services, US Bank, and Wells Fargo. Overall scores were high, compared with the average for US . . .

For eBusiness & Channel Strategy Professionals

2010 US Bank Public Web Site Rankings

Bank Of America And Citibank Take The Top Spot For 2010

by Brad Strothkamp, April 30, 2010

Forrester evaluated the public Web sites of the six largest US banks — Bank of America, Chase, Citibank, PNC Financial Services, US Bank, and Wells Fargo — using our Web Site User Experience and Functionality Benchmark (WSB) methodology. Bank of America . . .