Forrester's Customer Insights

SEPTEMBER 24, 2019

Spain’s BBVA has come top in Forrester’s global mobile banking app reviews for the third year in succession. Over the past few months, a team of Forrester analysts and other researchers has reviewed the functionality and user experience of 54 leading mobile banking apps from around the world.

Banking 10

Banking User Experience Consumers Customer Experience 10

Lumoa

MAY 16, 2024

These metrics don’t always align with each other or with user experience. Often, results need to be reviewed visually in the user interface. Here, Lumoa provides text analytics services for numerous stakeholders like customer insights professionals and — also — for product teams.

Tools 195

Tools Banking Software Data 195

Forrester's Customer Insights

MAY 3, 2019

As an analyst researching user experience (UX), I’ve recently been conducting UX reviews of many banks’ mobile banking apps for an upcoming report. And I’ve been struck by how many of them contain poorly written content. Copywriting matters.

User Experience 50

User Experience Banking Report Communication 50

Forrester's Customer Insights

JUNE 21, 2022

Mobile banking apps are a crucial component of the overall banking experience. To identify mobile banking best practices, we reviewed the mobile apps of 13 EMEA banking brands in March and April of 2022 for both functionality and user experience.

Banking 49

Banking User Experience Brands Customer Experience 49

Forrester's Customer Insights

APRIL 23, 2020

What do consumers expect from their banks in response to the COVID-19 pandemic? We interviewed 40 customers of 14 banks to find out. We also asked them what they think of how their banks are handling the crisis so far. Their responses show that many banks are missing the mark by making COVID-19 content hard […].

Banking 67

Banking Brands Consumers User Experience 67

Forrester's Customer Insights

FEBRUARY 25, 2021

Digital transformation is coming to Corporate Banking. Corporate banking today is antiquated due to its highly customized and complex product offerings; lack of challengers to drive innovation; and strong barriers to switching for clients. Enterprise clients have lived with a sub-par experience for far too long.

Banking 49

Banking Retail Innovation Customer Experience 49

Forrester's Customer Insights

SEPTEMBER 28, 2018

Digital banks are not eating the incumbent banks’ lunch (yet!) In the UK, Monzo recently hit the one million customer mark, whilst Revolut has almost tripled its customers to 2.8 but they’re certainly demonstrating voracious appetite. million in a year.

Banking 55

Banking Industry Financial User Experience 55

Forrester's Customer Insights

OCTOBER 3, 2023

Mobile banking matters more than ever in the US and Canada. Online banking usage is trending down as mobile banking usage and engagement continue to rise. In mobile banking channels, customers demand a widening set of features and services — and these mobile experiences have a major impact on brand perceptions and preferences.

Banking 61

Banking Trends Brands Engagement 61

Forrester's Customer Insights

NOVEMBER 23, 2020

Mobile apps have become the main touchpoint of banking relationships for millions of people and the starting point for many financial decisions and activities. Forrester data shows that 52% of Italian and 42% French online adults have done their banking on a mobile website or app in the past month.

Banking 36

Banking User Experience Touchpoint Financial 36

Thematic

OCTOBER 30, 2024

VoC analysis streamlines this process by providing real-time feedback from customers. By leveraging customer insights, businesses can make informed decisions quickly, saving time and resources while reducing the risk of launching products that do not meet market needs.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

West Monroe

DECEMBER 11, 2022

This means that at a time when banks are poised to generate “cycle” high-net interest margins, they’re instead forced to prepare for volatility: increasing loan loss reserves, optimizing their workforce, and scrounging for deposit bases. Facing an economic downturn, banks should play offense.

Banking 52

Banking Marketing Self Service Financial 52

Thematic

FEBRUARY 23, 2025

categorizing "The checkout process is slow" under "User Experience Issues"). By structuring data properly, text analytics tools can recognize patterns, categorize responses, and extract meaningful insights more effectively. Try Thematic on your own data and unlock deep customer insights with AI-powered analytics.

Analytics 62

Analytics Social Media Analysis e-support 62

Forrester's Customer Insights

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 47

Banking Brands User Experience Measurement 47

Forrester's Customer Insights

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. Incumbent banks like […]. The drivers are manifold.

Banking 42

Banking Consumers User Experience Financial 42

CSM Magazine

DECEMBER 18, 2018

Explain Market Research, one of the UK’s leading customer insight agencies, has explored how companies turn customers into fans, and banks came out on top. Kim Davis, managing director of Explain, highlights what other companies can learn from the banking industry. throughout the customer journey.

Banking 40

Banking Self Service Customer Journeys Innovation 40

Customer Bliss

MARCH 30, 2017

Visually, a slice of it looks like this: And that’s actually a good place to start in general on the idea of customer experience labs: what are they, why do companies typically use one, and what’s the desired end state? What are customer experience labs? ” That’s the service the bank can provide.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Forrester's Customer Insights

OCTOBER 22, 2021

Forrester’s data shows that some 40% of French, 54% of Italian, and 54% of UK online adults have done their banking on a smartphone in the past month. We have been evaluating mobile banking apps for over a decade through our Digital Experience […]. Mobile apps have become the channel of choice for millions of Europeans.

Banking 26

Banking User Experience Data Customer Engagement 26

Forrester's Customer Insights

SEPTEMBER 11, 2024

To gauge the ease and effectiveness of mobile banking experiences, Forrester evaluated the smartphone apps of the “big four” Australian banks.

Banking 36

Banking User Experience Financial Technology 36

Forrester's Customer Insights

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 of more than a dozen banking brands’ apps across the US and Canada.

Banking 38

Banking Brands User Experience Strategy 38

Forrester's Customer Insights

SEPTEMBER 12, 2024

Read this report to understand where European banks’ mobile banking apps excel, where they fall short, and how to strengthen your own apps.

Banking 36

Banking Report Virtual Agent How To 36

Forrester's Customer Insights

SEPTEMBER 28, 2023

*This blog post is co-authored by Sohm Gough Small and mid-sized businesses (SMBs) have been battered over the past three years by the continuing to face headwinds of inflation, supply chain interruptions, macroeconomic uncertainty, and disruptive technologies that threaten market upheaval.

Banking 60

Banking Financial Technology Marketing 60

Forrester's Customer Insights

NOVEMBER 23, 2020

Mobile apps have become the main touchpoint of banking relationships for millions of people and the starting point for many financial decisions and activities. Forrester data shows that 53% of UK online adults have done their banking on a mobile website or app in the past month.

Banking 34

Banking Touchpoint Financial Data 34

Forrester's Customer Insights

NOVEMBER 5, 2021

Forrester reviewed the mobile apps of 13 European banking brands in June and July of 2021 for both functionality and user experience.

Banking 26

Banking User Experience Brands Technology 26

COPC

APRIL 1, 2024

The technology adoption chasm has moved us past the initial stage, where early adopters experiment with their customers. Today, the field of CX is a dynamic arena where mature technology applications seamlessly integrate to enhance user experiences. Picture a customer engaging with a chatbot on a bank’s website.

Customer Experience 88

Customer Experience Contact Center Gamification Chatbots 88

Thematic

DECEMBER 12, 2023

With the help of Thematic’s AI-powered platform , the unstructured qualitative feedback can be analyzed and presented as structured customer insights. This process uncovers common themes and hidden trends within these customer interactions, all on a large scale. What is Direct Qualitative Feedback?

Analysis 62

Analysis Examples Feedback Social Media 62

Forrester's Customer Insights

AUGUST 24, 2020

As we are reviewing mobile banking apps for our coming European Digital Experience Review™ research, I am noticing a growing gap between leaders and laggards on both user experience and functionalities offered in app. Mobile […].

Banking 40

Banking User Experience Strategy Customer Experience 40

Forrester's Customer Insights

NOVEMBER 2, 2021

Each year, my colleague Andrew Hogan and I review mobile websites of top US banks to understand how effectively banks are meeting customers’ expectations, when it comes to finding, researching, and applying for a checking account. We review functionality and observe users as they try to complete their tasks.

Banking 26

Banking Customer Expectations Report Meeting 26

BirdEye

NOVEMBER 20, 2023

The key features of the platform are: Customizable referral programs Multi-tiered referral tracking Integration with payment gateways for rewards Detailed reporting on referral activities Responsive customer support 8. It provides templates and A/B testing options to enhance the user experience. million registered users by 2017.

Software 64

Software Marketing Multi-Channel e-support 64

Forrester's Customer Insights

NOVEMBER 3, 2021

Each year, my colleague Andrew Hogan and I review mobile websites of top Canadian banks to understand how effectively banks are meeting customers’ expectations, specifically when it comes to finding, researching, and applying for a chequing account. We review functionality and observe users as they try to complete their goals.

Banking 20

Banking Customer Expectations Report Meeting 20

ProProfs Chat

NOVEMBER 9, 2021

Measuring customer effort score emphasizes gauging the customer experience on the level of ease or difficulty experienced by a customer while completing a specific action on the website like purchasing or understanding a specific product feature. . Read more: 100+ Customer Satisfaction Survey Questions.

Customer Satisfaction 97

Customer Satisfaction Measurement How To Effort Score 97

ProProfs Chat

DECEMBER 17, 2021

Survey design is crucial for the user experience. Try to create engaging surveys with ample white spaces, images, and branding to elevate customer’s excitement for completing an in-app feedback survey. Customers always want to enjoy using the app. Collecting customer insights using Nudges. UserTesting.

Tools 52

Tools Feedback Roadmap Survey 52

ProProfs Chat

DECEMBER 6, 2021

Using its professionally built surveys and assessments, you can gather user experience insights and decipher responses with the help of powerful analytics. Template bank. SOC 2 HIPAA, Password protection, CAPTCHA Bank-grade AES-256 encryption, PCI DSS Level 1 ISO 27001, SSL, SSAE 16, daily vulnerability scan - - - -.

Survey 52

Survey Analysis CRM Report 52

ShepHyken

APRIL 7, 2023

Regardless of the business size, offering an enhanced customer experience helps brands stay at the top of their game. Obtaining valuable insights into your customers’ perceptions requires regular dialogues with your customer-facing personnel, whether in sales, customer service, or marketing.

How To 48

How To e-support Self Service Advertising 48

Currency Alliance

MAY 9, 2019

Independent of market positioning, unique customer insight will become the primary competitive advantage. But a mobility portal could ‘know’ their customers well enough and access enough inventory to appeal to a very wide audience by creating a highly differentiated, experience-based offering.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

Qualtrics

JULY 22, 2021

To address the global nature of an organization’s reach, these questions have been translated across all XM Platform languages, creating a singular approach to building customer profiles. Leverage these questions globally, build customer profiles across the organization, and uncover how to better design and improve every user experience.

Banking 26

Banking User Experience Survey Data 26

SurveySparrow

SEPTEMBER 28, 2021

Superb user experience with powerful analytics solutions. . They boast industry-level AI models for banking, insurance, healthcare, retail, education, and more. Their array of solutions come for marketing, sales, HR, and customer support team. Single virtual assistant with complete data security across all channels. .

Chatbots 52

Chatbots Social Media e-support Analytics 52

Qualtrics

JANUARY 16, 2019

Rachel Richter- VP, Customer Insights, Dun & Bradstreet. Eric Soelberg- VP, Customer Insights, LL Bean. Charles Wilson- Product Insights, New Balance. Featured speakers: Tammy Snow- Director of User Experience Research, Expedia. Tate- SVP Strategic Initiatives Marketing, Bank of America.

Conference 28

Conference Marketing Case Study Analytics 28