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 Customer Experience Professionals

    REPORT: North American Mobile Banking Benchmark: User Experience, 2017

    Applying Forrester's Digital UX Review To 11 Mobile Banking Apps

    November 17, 2017 Andrew Hogan, Alex Causey, Jennifer Wise

    For banks, good user experience (UX) drives revenue through ongoing loyalty, deepened trust, and increased conversion, as Forrester's research has proven. But are North American mobile banking apps delivering good UX? To find out, we applied Forrester's digital UX review methodology to 11 banks from across Canada and the US. This report lays out our findings with a focus on best practices for customer experience (CX) pros who want to give bank customers a high-quality experience.

  • For eBusiness & Channel Strategy Professionals

    REPORT: How Italian Banking Customers Use Different Channels, 2017

    Weave Digital And Human Touchpoints Together To Deliver Superior Customer Experiences

    November 9, 2017 Aurelie L'Hostis

    Digital business strategy executives at Italian banks face a twofold challenge: Banks need to encourage less digital-savvy customers to use digital touchpoints for routine banking tasks; at the same time, banks need to maintain a human touch with more digital-savvy customers for when those customers want to talk to someone for more complex needs. Digital business strategy executives should encourage digital banking use, blend digital and human touchpoints, and improve the way they deliver personalized advice through financial advisors. This report was originally published in March 2015; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Engage Customers Through Mobile

    Executive Overview: The Mobile eBusiness Playbook

    October 27, 2017 Julie A. Ask

    Digital business professionals face both the opportunity and the challenge of an ever-more-connected consumer. Consumers expect to be able to engage with brands on their mobile devices to get anything they want in their immediate context and moments of need. Forrester calls this the mobile mind shift. This is an update to the report last published in August 2016; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Keep An Eye On Baidu, Alibaba, And Tencent

    The Big Three Chinese Disruptors Are Spurring Innovation In Financial Ecosystems Around The Globe

    September 13, 2017 Zhi Ying Ng, Eryan Zhou

    Baidu, Alibaba, and Tencent (BAT), China's most successful and influential internet companies, have been instrumental in moving Chinese commerce from cash-heavy toward cashless. As these disruptors establish themselves in the global financial services ecosystem, they are reaching out to consumers in other countries and posing a potential threat to traditional financial firms there. This report shows how the BAT firms influence Chinese consumers, analyzes their expansion strategies in the finance industry, and tells digital business pros how to react to stave off the threat.

  • For Application Development & Delivery Professionals

    REPORT: Plan For Digital Banking Engagement Platforms, Not Mobile Banking Solutions

    Within Banks, Isolated Channel Deployments Are No Longer In Favor

    August 30, 2017 Jost Hoppermann

    Forrester's survey data highlights how banks' focus is shifting away from mobile-only, and even more online-only, solutions toward omnichannel banking solutions. This report explains why this is happening and how a bank's application development and delivery (AD&D) teams should react to help deliver great customer experience (CX).

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