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Delivering “Live Help” Online
April 2011
In this report, we look at a nearly decade-old technology, live chat and click-to-call, that are getting more usage as online retailers become more sophisticated. And as consumers become far more accustomed to interacting via typing instead of talking, it will be second nature to chat online with...[more]
Merchant-Funded Rewards Programs
February 2011
In this report, we look at new models for debit and credit card rewards programs. The old model, where banks paid airlines and merchants dearly for goods and services to give to customers, has been turned on its head. Customers still get valuable rewards, predominately in cash, an...[more]
Online & Mobile Banking Forecast
January 2011
In this report, we look at online/mobile banking and bill pay usage in the United States, both past (back to 1994), present, and future (through 2020). Year-by-year projection are provided for the following online products and services: • Checking/deposit account access • Peer-to-peer (P2P) lending • Mobile access...[more]
Paperless Banking & Billing
November 2010
When I first started writing about online banking in 1995, there were many unknowns. But by the late 1990s, most people were pretty sure of three things: • Online would trump the ATM, call center and branch for routine information queries and simple transactions. • Email would ensure...[more]
2011 Guide to Online & Mobile Banking Products, Pricing & Strategy
September 2010
Our sixteenth annual Planning Guide is packed with more than 1,000 brainstorm-inducing ideas, tactics, and tips you can use to improve the effectiveness and profitability of your online initiatives. The information is organized by product within the two major retail banking segments: consumers and small/microbusinesses. To help navigate...[more]
Email Banking: Revitalizing the Channel
August 2010
In this report, we take a new look at email and how it could be made to be the core channel for certain users. Email has long been a reliable, low-cost way to disseminate information. But there’s little interaction since most financial institutions use it as a one-way...[more]
Bank Transaction Alerts & Streaming
July 2010
In this report, we look closely at how best to transmit transaction data to online/mobile customers. In a world where most users are receiving real-time status updates from friends, co-workers and companies via Facebook, Twitter and other services, financial institutions should look closely at the way they deliver...[more]
Online Personal Financial Management (OFM) 3.0
May 2010
This report looks at the rapid growth of online personal financial management during the past few years. And details the many ways financial institutions can leverage these consumer-friendly applications to help and retain online banking customers. In addition, we take a close look at PNC Bank’s novel Virtual...[more]
Mobile Banking & Finance Apps 2.0
April 2010
In this report, we look at the growth in the three major mobile phone app stores: iPhone, Android and BlackBerry. The top finance apps on each platform are listed. And we highlight the 97 smartphone applications currently available from 78 unique U.S. financial institutions.[more]
The Case for Mobile Banking
March 2010
In this report, we outline 10 ways that mobile banking helps support the overall strategic plan of a financial institution. We also look at the market size of mobile banking in the United States and project forward through 2025. Finally, we visited the 100 largest banks and 50...[more]
Online & Mobile Banking Forecast
January 2010
In this report, we look at online banking and bill pay usage in the United States, both past (back to 1994), present, and future (through 2019). Year-by-year projection are provided for the following online products and services: • Checking/deposit account access • Peer-to-peer (P2P) lending • Mobile access...[more]
Making the Case for Person-to-Person Payments
December 2009
In this report, we look at the market for online and mobile person-to-person payments, a market expected to grow to 15 to 20 million U.S. households by 2020 (or more if the predominant pricing for low-value transfers is free). When we first wrote about this area ten years...[more]
