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: The Forrester Banking Wave™: Indian Mobile Apps, Q2 2018

    Mobile Banking Apps Fail To Deliver Balanced Functionality And User Experiences

    June 13, 2018 Amit Bhatia, Arnav Gupta

    Digital banking leaders need to build mobile banking experiences around customer needs, empowering customers to manage their finances while reassuring them by providing support along the way. To see how helpful banking apps are to customers, we evaluated the apps 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.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Banking Wave™: European Mobile Apps, Q2 2018

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

    June 12, 2018 Aurelie L'Hostis, Alex Causey

    Mobile apps have become the touchpoint of choice for millions of Europeans to manage their finances. Digital banks need to build mobile banking experiences around customer needs, empowering customers to manage their finances while reassuring them by providing ongoing support. To see how helpful and easy to use mobile apps are to customers, we evaluated the apps of 12 large 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: The Forrester Banking Wave™: US Mobile Apps, Q2 2018

    USAA Leads By Offering Robust Features That Are Easy To Use

    June 7, 2018 Peter Wannemacher, Gina Bhawalkar, August Du Pont

    Digital business leaders and customer experience professionals at banks have to design, build, and help deliver mobile experiences that assist customers in conveniently achieving their objectives and — in doing so — differentiate their bank's brand. To assess how helpful and easy to use banks' mobile apps are for customers, we evaluated seven large US banks' mobile apps. This report identifies where these banks excel and where they lag and lays out what executives and their teams at other banks can learn from them.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Banking Wave™: Canadian Mobile Apps, Q2 2018

    Mobile Banking Apps Fail To Balance Great Functionality With Great User Experience

    June 7, 2018 Gina Bhawalkar, Peter Wannemacher, August Du Pont

    Digital banking leaders need to build mobile banking experiences around customer needs, empowering customers to manage their finances while reassuring customers by providing support along the way. To see how helpful and easy to use mobile apps are to customers, we evaluated the mobile apps of six large Canadian banks. This report lays out where these banks excel, where they lag, and the lessons for digital business strategy and customer experience executives.

  • For CMO Professionals

    REPORT: How USAA Sets The Benchmark For Differentiation In Mobile Banking

    May 30, 2018 James L. McQuivey

    The US mobile banking category suffers from a lack of differentiation among the big players. Many mobile experiences meet basic functionality and usability criteria, but few stand out. USAA is the exception, with Benchmark scores well above average. In this podcast-style interview with USAA's digital strategy leaders, we explain how banks can go beyond our criteria to create mobile experiences that surprise and delight consumers.

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