Which Banks Lead In Digital Sales? Find Out Here

Peter Wannemacher

[This blog post was co-authored by Rachel Roizen]

Hot off the presses: We’ve just published our 2014 US and Canadian Bank Digital Sales Benchmark reports, in which we assess the public websites of the five largest retail banks in each country — as well as their mobile sites and downloadable apps for smartphones and tablets. Our benchmark looks at a range of criteria across four categories: discover, explore, buy, and onboard (see image below).

Read the full reports by clicking on the following links:

                      

Here are some of the findings from the research:

  • Bank of America narrowly edges out the competition to take the top US spot. For the second year in a row, Bank of America earns the highest overall score among the five largest retail banks. The firm excels by simplifying the online application process (it takes just a few minutes and guides the user with clear feedback and progress indicators) while supporting digital shoppers with chat and click-to-call options. At the same time, Bank of America enables easy cross-channel shopping for digital researchers who want to move offline to apply, with branch appointment scheduling available online.
Read more

2014 US Credit Card Secure Website Benchmark: Discover Continues To Lead

Peter Wannemacher

[This blog post was co-authored by Rachel Roizen]

Forrester has just completed our 2014 US credit card secure website benchmark, in which we assessed the features, functionality, and content on the secure websites of the six largest credit card issuers in the US.

You can read and/or download the full report by clicking on the link below:                                                                                                                                                                                                                      

Here are some key findings from our research:

Read more

Australian Financial Services Get Going To Improve Digital Customer Experience

Clement Teo

I had the pleasure of conducting a Digital Maturity Assessment workshop with a colleague from Forrester Consulting for about 20 companies in Sydney recently. The majority of participants were from the Australian financial sector, with heavier representation from marketing departments than technology management. While the session was an abridged one intended to discuss, understand, and determine where the participants were on their digital business journey, it was productive and revealed that:

  • Participants knew what to do with digital business transformation, but struggled with howParticipants had started on the digital transformation journey, but needed to address cultural and organizational gaps to fully drive transformation. These issues include who owns the digital transformation agenda (does it sit with the CIO or CMO?), how to bridge the communication chasm between the CIO’s department and the lines of business, and how to measure results to drive transformation in a positive direction.
Read more

Starting A Mobile Banking Project? There's A Checklist For That

Peter Wannemacher

In his excellent book, The Checklist Manifesto, Atul Gawande makes a compelling case for the power of simple checklists to avoid issues and mistakes during the decisioning process. Gawande's thesis is essentially this: A consistently applied, step-by-step checklist can be enormously valuable for a range of professionals from doctors to software designers to executives at major companies.

Add to this group the lowly mobile banking strategist.

So Forrester built a checklist for anyone leading a mobile banking project. I encourage you to download it today. (It also conveniently prints out as a two-page physical checklist for those who still love paper!) Our checklist provides 20 key questions you and your team should ask and answer. These checklist items are divided into five key areas (see image below).

Read more

Which Firm Poses The Biggest Disruptive Threat To Retail Financial Services?

Benjamin Ensor

Over the past few months, we've been researching a series of reports about the disruptive potential of various clusters of new entrants into financial services, from social lending and crowdfunding to digital investment managers and digital banks.

But many eBusiness executives are more concerned about the potential impact of technology giants like Amazon, Apple or Google with their deep pockets, technological prowess and broad consumer reach.

I originally posted this question on one of Forrester's internal collaboration platforms, but I was so intrigued by the results from my colleagues I thought I would post the same question here to see whether your perspective similarly is thought-provoking.

Please vote in my poll in the column to the right of this post. ->

Have I missed any firms that you think have even greater potential, or plans, to disrupt retail financial services?

Customer Experience Q&A With Steve Quirk, SVP, Trader Group, TD Ameritrade

Harley Manning

Do you like those thinkorswim commercials from TD Ameritrade as much as I do? Because I love them. Although that’s not the reason we recruited Steve Quirk, a senior vice president (SVP) at TD Ameritrade, to speak at Forrester’s Forum For Customer Experience Professionals East in New York this June.  

Sure, Steve was responsible for the development of new trading tools and technology enhancements for the thinkorswim trading platform. And he does an incredible job of connecting customer experience improvements to technology innovation (as you’ll see if you read on).

No, we recruited Steve because TD Ameritrade shot up seven points in our Customer Experience Index this year, edging ahead of last year’s leader in the investment category, the formidable Vanguard. How it did that and why it did that is a story we want customer experience aficionados to hear.

In the run-up to the event, Steve answered a series of our questions about some of things he’ll talk about. His answers appear below.

I hope you enjoy his insights, and I look forward to seeing many of you in New York on June 24th and 25th!

Q: When did your company first begin focusing on customer experience? Why?

Read more

US Mobile Banking Benchmark: Chase And U.S. Bank Earn Top Scores But Banks Lag On Innovation

Peter Wannemacher

When it comes to mobile banking, customers' expectations are growing faster than the hair on a Chia Pet. So every year, Forrester reviews and scores the mobile banking offerings from the largest retail banks in the US across seven categories: Range of touchpoints; Enrollment and login; Account information; Transactional functionality; Service features; Cross-channel guidance; and marketing and sales. You can read the complete report here or by clicking on the link below:

Here is a sampling of some of our findings:

  • Chase and U.S. Bank tie for the top spot. With scores of 69 out of 100, Chase and U.S. Bank received the highest overall scores among the five banks we evaluated. Chase delivers the basics superbly, with a wide range of transactional features for transfers, bill pay, and P2P payments as well as strong cross-channel guidance for customers to contact Chase and find ATMs and branches. By contrast U.S. Bank stands out for more advanced features, including marketing and research for additional products, the ability to take a picture of a paper bill to enroll in bill pay, and the ability to pay another person using the contact list in a mobile phone.
Read more

Canadian Mobile Banking Benchmark: CIBC Leads Overall Followed Closely By BMO And Scotiabank

Peter Wannemacher

In Canada, mobile banking is growing up faster than Justin Bieber. So from March 21 to April 9, 2014, Forrester reviewed and scored the mobile banking offerings from the five largest retail banks in Canada across seven categories: Range of touchpoints; Enrollment and login; Account information; Transactional functionality; Service features; Cross-channel guidance; and marketing and sales. You can read the complete report here or by clicking on the link below:

Here is a sampling of some of our findings:

  • CIBC earns the highest overall score with BMO and Scotiabank on its heels. With an overall score of 71 out of 100, CIBC received the highest overall scores among the five retail banks we evaluated, continuing the firm’s leadership in mobile banking since it launched its first iPhone app four years ago. But the other large Canadian banks are hot on CIBC’s trail: BMO and Scotiabank each earned a score of 70 out of 100 with impressive – and recent – overhauls of their mobile offerings. Scotiabank lets users apply for new products via mobile with pre-filled, mobile-optimized applications. BMO, meanwhile, ensures that all mobile money movement task flows are clear and consistent -- incorporating the same progress meter at the top of every screen.
Read more

Digital Is What We Do Now: Banking Trends And What Digital Teams Should Do About Them

Peter Wannemacher

The first email I received at work in 2014 was from a bank; along with a festive new year’s greeting, the email touted the bank’s new mobile app and a new feature that let customers set up travel notifications directly from the bank’s website. Later that day, I was in an airport reading a friend’s Facebook post about how she wished “more apps were like Uber.”

These are just a few small anecdotes about ongoing digital trends impacting businesses and banks both large and small. I recently spoke with a banking executive who put it simply: “Digital is what we do now.” (This quote is now the header of my Twitter feed.)

Forrester recently published our Trends 2014: North American Digital Banking report, in which we identify major forces impacting banks and lay out five actions that we recommend digital strategists take to prepare for the future of digital banking. Here’s a sample of some of our findings:

  • Banks will face a sustained – yet unclear – regulatory environment. In both the US and Canada, banks are confronting an uncertain regulatory future. The Dodd-Frank Act was signed into US law on July 21, 2010, but a large number of the rules and regulations remain unwritten. It's unclear when they'll be finalized, and the fact that 47% of deadlines have already been missed – according to the law firm Davis Polk & Wardwell – doesn't bode well.
Read more

Why You Should Turn To Poland For Digital Financial Services Inspiration

Oliwia Berdak

“How come America put a man on the moon 45 years ago but still has not produced decent online banking?” asked recently on Twitter MichaƂ Panowicz, mBank’s Managing Director for Products, Digital Channels and Marketing and one of the speakers at last week’s Net Finance Conference. As provocative as the question is, Panowicz is in a strong position to ask it. After some big investments in the bank’s online and mobile offering, the bank has just announced record profits for the first quarter of 2014. Digital innovation is obviously paying off. But once you’re on that road, there’s no turning back. You can’t "undisrupt" yourself.

As my colleague Benjamin Ensor wrote some time ago, innovation often happens in clusters.This means that innovation by one company causes its competitors to not only match it but also to try to leapfrog it — resulting in rapid cycles of innovation. This is what is happening in Poland right now. During my trip there last week, a few bank executives told me of the increasing internal and external pressure not to fall behind digital innovation. There a couple of other reasons why Poland is a great testing ground for new financial services ideas; it has:

Read more