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: 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.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Best Practices In Global Mobile Banking Functionality

    Leading Banks Continue To Raise The Bar On Mobile Functionality

    September 27, 2018 Aurelie L'Hostis, Peter Wannemacher, Arnav Gupta

    Mobile apps have become the touchpoint of choice for millions of banking customers to manage their finances. With expectations rising, digital banking teams know they need to continuously iterate their mobile apps to ensure that mobile banking experiences are built around customer needs. This report will help digital banking strategy executives understand what mobile features are being offered today, identify best practices, and find new ways to improve their own mobile services.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Banking Wave™: Global Mobile Apps Summary, 2018

    Mobile Banking Leaders Keep Raising The Bar On Functionality And User Experience

    September 27, 2018 Benjamin Ensor, Arnav Gupta, Aurelie L'Hostis, Gina Bhawalkar, Peter Wannemacher

    Mobile apps have become the touchpoint of choice for millions of people to manage their finances. Digital banking teams need to build mobile banking experiences around customer needs, empowering customers to manage their finances while reassuring them with helpful support. To see how helpful and easy to use mobile apps are to customers, we evaluated the apps of 42 leading banks worldwide. This report lays out where these banks excel, where they lag, and what digital business strategy and customer experience executives can learn from them.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Banking Sales Wave™: US Mobile Sites, Q3 2018

    US Banks Need Better Content To Win Prospects

    September 26, 2018 Alyson Clarke, Andrew Hogan, August Du Pont

    Checking accounts are central to a customer's relationship with their primary bank, and an increasing number of customers 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 six large US banks. This report identifies where these companies excel — and where they lag — and what digital business strategy and customer experience executives can learn from them.

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