6 months ago

Banking CX Is Stagnating

Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. Based on a survey of more than 110,000 US adult customers in 2018, Forrester’s Customer Experience Index (CX Index™…

7 months, 24 days ago

Open Banking and PSD2 – the first 100 days. A slow, fragmented start.

TLDR: A slow, fragmented start to open banking, but the pace will accelerate. Fintechs are forging ahead with innovation, and a new set of intermediary service providers is growing. Banks need to become outside-in fast to thrive with open banking, buil…

8 months, 16 days ago

Amazon Flirts With Banks And Their Customers: Here’s What You Should Do

Like a football team captain at a junior high dance, Amazon just sauntered up to a big group of people and started dropping hints about its sweet moves on the dance floor . . . Okay, that’s not exactly what’s happening here, but it sure felt like that …

1 year, 6 days ago

Who Currently Offers The Best Online Banking Services in Europe?

Online banking is currently the most frequently used banking touchpoint in Europe, with 70% of European online adults now using online banking on a desktop or laptop at least once a month.[i] Most people use online banking for routine tasks such as che…

1 year, 1 month ago

Evolve Your Bank’s Organizational Structure To Promote Digital Maturity

“It would be wrong to think that there is an end date on our digital transformation. We will never go back to how we used to work”. This is how the head of strategic transformation at Poland’s Bank Zachodni WBK thinks about the bank&#…

1 year, 2 months ago

Another Mobile Feature Banks Should Offer: Subscription Management

[this blog post was co-authored by Michael Chirokas] A year ago, Forrester published a report that listed Eleven Mobile Features That More Banks Should Offer. Unsurprisingly, our ongoing research continues to uncover new mobile services that belong on banks’ road maps. Recently, we came across another feature that several startups offer but that we haven’t seen […]