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: Digital Feature Fixes: Take Concrete Steps To Improve Your Digital Banking Capabilities

    Learn From The Best Digital Experiences In The Industry

    June 12, 2019 Alyson Clarke, Aurelie L'Hostis, Peter Wannemacher, August Du Pont

    Building great digital banking experiences isn't easy. Some digital banking teams have made preventable mistakes that make digital touchpoints less effective or harder to use than they can be. Forrester has published a series of briefs — each labeled as a "digital feature fix" — about digital banking features to illustrate good practices from leading banks. This brief is a short overview that links to those digital feature fix briefs.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Banking Wave™: Indian Mobile Apps, Q2 2019

    While Evolving New Functionality, Focus On Usability Too

    May 30, 2019 Arnav Gupta, Amit Bhatia

    Mobile apps have become the touchpoint of choice for millions of Indians 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 seven large Indian banks. This report lays out where these banks excel, where they lag, and what digital business strategy and customer experience (CX) executives can learn from them.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Video: Monzo Account Opening Review

    Watch Our Video On Opening A Monzo Account

    May 29, 2019 Benjamin Ensor, Alyson Clarke

    Monzo is one of the best known of more than a dozen digital banks now operating in the UK. Over the past four years, Monzo has won 2 million customers — half of them in the past eight months. We opened an account to show digital teams in other countries how Monzo helps prospects through the purchase journey. This report contains a video review of Monzo's account opening process and illustrates what digital business strategy executives can learn from it.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Banking Wave™: European Mobile Apps, Q2 2019

    The Gap Is Growing Between Leaders Aiming For Excellence And The Others

    May 29, 2019 Aurelie L'Hostis, Karine Cardona-Smits

    Mobile apps have become the touchpoint of choice for millions of Europeans 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 10 leading European banks. 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: Educate Customers To Help Them Make More Confident Banking Decisions

    Digital Feature Fix: Help Prospects Understand How Banking Products Work

    May 23, 2019 Alyson Clarke

    Most consumers need and want help to understand products and make better financial decisions. Educational tools can engage prospects and further their relationship with the brand. Banks and credit unions need to provide relevant, contextual educational content that's easy for customers to find and understand. This brief illustrates good practices from leading firms and helps digital teams understand how to curate educational content that empowers banking prospects and customers.

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