Why Read This
The crucial question for many digital banking teams after they've launched their mobile banking sites and apps is how to encourage customer adoption and use. Forrester spoke to eBusiness executives at banks around the world to identify processes and best practices that can help promote the use of mobile banking. This report, part of the mobile banking strategy playbook, looks at how digital banking teams can drive mobile banking use by understanding their customers' needs, following a customer-centric design and development process, and using marketing and education to promote mobile banking while lowering the barriers to adoption. This report was originally published on January 28, 2013; Forrester reviews and updates it periodically for continued relevance and accuracy, most recently in November 2014.
Tags: Banking, Consumer Mobility, Contactless & Mobile Payments, Customer Experience Management, Design & Usability, eCommerce, Financial Services, Mobile Apps, Mobile Banking, Mobile Web, Omnichannel Customer Experience, Retail Payments