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The Safe Banking Initiative
December 2004
The industry MUST adopt stricter online authentication and monitoring tools or risk a damaging backlash against online banking and payments. To help spur innovation on the security front, we are launching a new effort called the Safe Banking Initiative, or SBI for short. We hope to create an...[more]
Innovations & Inspirations
November 2004
As we approach the ten-year anniversary of Web banking, the overall state of online financial services is excellent. Several critical areas still need work, such as foiling fraudulent website access, but overall we like what we see online. This month we highlight four notable new innovations, the first...[more]
2005/2006 Planning Guide
September 2004
Our tenth annual Planning Guide is packed with more than 500 ideas and tactics you can use to improve the effectiveness and profitability of your online initiatives. Tactics are organized by product within the two major retail banking segments, consumer and small- and micro-businesses. The report also includes...[more]
Small and Microbusiness Banking Online 4.0
June 2004
Main Report: With more than $2 trillion in assets and liabilities up for grabs, the small business market remains attractive to financial institutions of all sizes. This report focuses on the online channel and how it can be used to improve profits and market share in the small...[more]
E-Service 2.0
April 2004
Making the case for improved online customer service is easy. Online banking customers now prefer it almost 3-to-1 over telephone support (see tables within report). Done right, e-service can increase customer satisfaction, decrease support costs, and lead to increased sales. What's not to like? The problem is that...[more]
Lessons from the Credit Card Marketers
February 2004
As we entered the Internet era in the mid-to-late 90s, we fully expected the credit card issuers to lead the financial services sector online. For a while, it looked like a good prediction. Many of the early online banking pioneers, NextCard, Providian/GetSmart, Wingspan Bank, C2it, Juniper Financial, had...[more]
The Forecast
January 2004
Our annual look at the past, present, and future of online banking including a 10-year forecast for online account access, bill payment, and other online financial services. In our look back at the year 2003, we identified the top-10 innovations and industry developments of the year, included the...[more]
No Phishing
December 2003
In earlier reports, we looked at long-term strategies to improve security and prevent unauthorized account access from ID thieves and mass phishers (see OBR #100/101, #93/94). This report looks specifically at recent user education efforts against fake emails and potential solutions, both short- and long-term. While monetary losses...[more]
Financial Website Usability: Homepage
October 2003
Six or seven years ago, financial institutions would sometimes post non-transactional websites costing a few hundred dollars. The ante has risen considerably. Some banks are spending six figures just testing their sites. Yet, we have found that many banks are still underinvesting in their homepages. For the price...[more]
2004/2005 Planning Guide
September 2003
Our ninth annual Planning Guide is packed with more than 500 ideas and tactics you can use to improve the effectiveness and profitability of your online initiatives. Tactics are organized by product within the two major retail banking segments, consumer and small- and micro-businesses. The report also includes...[more]
Account Aggregation 3.0
July 2003
Account aggregation has had its ups and downs. In its current form, the technology will only be used by 15% to 20% of U.S. households. However, we believe it is about to become an enabling technology for a new breed of premium online services that will prove both...[more]
