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: Best Practices In Australian Mobile Banking Functionality

    CommBank And Westpac Charge Ahead With Impressive Functionality

    August 2, 2018 Zhi Ying Ng

    Mobile apps are the touchpoint of choice for millions of Australians to do their banking and manage their finances. With expectations rising, digital banking teams know that they need to improve their mobile apps to ensure that they build mobile banking experiences around customer needs. For this report, Forrester reviewed the mobile apps of the Big Four banks in Australia to help digital business strategy professionals at banks understand what mobile features are on offer today, what banks need to add, and what constitutes best practice.

  • For eBusiness & Channel Strategy Professionals

    REPORT: How US Consumers Research And Buy Checking Accounts, 2018

    Family And Friends Strongly Influence Decisions, And Branches Still Dominate The Application Process

    August 2, 2018 Alyson Clarke

    Checking accounts are one of the top-selling financial products in the US. But more importantly, checking accounts are central to a customer's relationship with their primary bank. To help digital teams win the checking account relationship, we surveyed US online adults to find out how they research and buy checking accounts. Digital banking executives need to lift their game and provide a faster digital account opening if they want more customers to apply online.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Show That Mobile Banking Is Private And Secure

    Digital Feature Fix: Reassure Customers About How You Protect Them

    July 24, 2018 Gina Bhawalkar, Peter Wannemacher, August Du Pont

    Consumers have plenty of reasons to worry about the privacy and security of their personal financial information. Yet in our Forrester Industry Wave™ reports, we often find that banking apps fail to reassure customers about the privacy and security of their information. This brief lays out how digital business strategy and customer experience executives can make customers feel safe and secure and illustrates good practices from leading firms.

  • For eBusiness & Channel Strategy Professionals

    REPORT: P2P Transfers Should Enhance Your Mobile Banking App, Not The Other Way Around

    Digital Feature Fix: Remove Barriers By Fitting Person-To-Person Transfers Into Holistic Design

    July 23, 2018 Peter Wannemacher, Gina Bhawalkar, August Du Pont

    In our recent mobile banking Forrester Industry Waves™, we found that many banks have added new P2P transfer services to their apps without explaining how to use them, thinking through money movement from the customer perspective, or considering how P2P transfers change the experience. P2P transfers end up as a bolt-on feature, sometimes making mobile banking harder to use. This brief explains why digital banking teams must focus on quality and consistency of money movement to drive engagement and illustrates good practices from leading firms.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Banking Wave™: Indian Online Banking Websites, Q3 2018

    Indian Online Banking Websites Don't Yet Meet Global Standards

    July 23, 2018 Arnav Gupta, Amit Bhatia

    Digital banking leaders need to build online banking around customer needs, empowering them to manage their finances while reassuring them by providing support along the way. To see how helpful online banking websites are to customers, we evaluated the secure websites of seven large Indian banks. This Industry Wave™ lays out where these banks excel, where they lag, and what digital business strategy and customer experience (CX) executives can learn from them.

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