Mobile Banking

In the rush to offer mobile services, too many retail banking institutions have leaped before looking. It’s time to take a more considered, strategic approach to consumer money management through smartphones, tablets, and other portable devices.

Latest Research

  • For eBusiness & Channel Strategy Professionals

    REPORT: Create Value For Customers With Nonbank Offers

    Digital Feature Fix: Engage Customers With Contextual And Personalized Offers

    December 13, 2018 Arnav Gupta, Aurelie L'Hostis, Zhi-Ying Barry

    Many banks are encouraging customers to use mobile banking with third-party offers and rewards. However, these efforts are often half-hearted and not relevant to customers in their context. At their best, nonbank offers provide a way to engage customers, drive app use, and create benefits for all parties involved. Digital banking teams should read this report to understand how to integrate nonbank offers and rewards and market them within digital banking.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Six Common Pitfalls On Indian Online Banking Websites

    Learn From Industry Best Practices How To Avoid These Mistakes

    December 11, 2018 Arnav Gupta

    Forrester recently concluded its Forrester Wave™ evaluation of online banking websites in India, which assessed the functionality and user experience (UX) of the online banking websites of seven large Indian banks. Read this report to discover the common functionality mistakes banks make and the lessons that banks' digital strategy professionals and their teams can learn from the best online banking sites in India and the rest of the world.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Banking Sales Wave™: Canadian Mobile Sites, Q4 2018

    Canadian Banks Need More Compelling Content And Easier Navigation To Win Prospects

    October 29, 2018 Alyson Clarke, August Du Pont, Andrew Hogan

    Chequing accounts are central to a customer's relationship with their primary bank, and an increasing number of Canadians are using their mobile phone to find research and apply for an account. To assess how helpful sites are to customers with smartphones, we evaluated the mobile sites of five large Canadian banks and one digital-only bank. This report identifies where these companies excel — and where they lag — and what digital business strategy and customer experience executives can learn from them.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Connect Banking Prospects With Human Help To Drive Sales

    Digital Feature Fix: Offer Prospects Both Self-Service And Human Help

    October 12, 2018 Alyson Clarke, August Du Pont

    A common pitfall on banks' sales sites and mobile apps is that it can be difficult or even impossible for prospects to get human assistance when researching and buying a product. Switching to a human touchpoint during the process usually means starting over rather than continuing the purchase journey they already started. This brief explains how digital banking teams can integrate human help into digital touchpoints to improve the digital purchase journey and drive sales, illustrating good practices from leading firms.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Stop Hiding Rates And Fees On Bank Sites

    Digital Feature Fix: Win And Retain Customers With Greater Transparency

    October 5, 2018 Alyson Clarke, August Du Pont

    Our Industry Wave™ evaluations often reveal that some banking websites and mobile apps are missing important content, features, or functions that help customers. Time and again, we see banks, credit unions, credit card issuers, and mortgage lenders making rates and fees difficult to understand with complicated rules and exclusions or by burying crucial information that customers need. This brief explains why transparency is important, illustrates good practices from leading firms, and helps digital teams understand how to present rates and fees effectively.

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