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: Take Concrete Steps To Improve Your Digital Banking Capabilities

    Learn From The Best Digital Experiences In The Industry

    April 9, 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: Use In-App Messaging To Drive App Updates

    Screen-Shot Examples Of In-App Messaging Highlight Best Practices

    April 5, 2019 Julie A. Ask

    One of the most frequently asked questions Forrester receives from mobile app product owners is, “What do I need to do to drive app updates?” In-app messaging is one method. Progressively urgent nudging trumps ultimatums, especially if switching costs are low. If you are in retail banking, being polite and persistent will yield results. If you’re in a nice-to-have, not need-to-have, category, you’ll have to work harder. This PowerPoint deck contains annotated screen shots from financial services and other brands that show how to do in-app messaging well.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Use Your Contact Center To Deliver Great Banking Customer Experiences

    Great Customer Service Does Not Happen By Chance

    April 4, 2019 Aurelie L'Hostis

    We surveyed and interviewed executives at retail banks to understand the state of contact centers and customer service in retail banking. This report examines the findings from our survey and interviews of executives at banks who are members of Efma. It reveals retail banks' lack of maturity at managing customer service. The report also highlights good practices that customer service and digital business strategy professionals at banks can use to improve their customer service.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Stop Tripping Your Mobile Banking Customers Up At The Door

    Digital Feature Fix: Focus On Building Convenience And Trust During Mobile App Login

    March 1, 2019 Amit Bhatia

    Many mobile banking apps create a poor first impression by making customer enrollment and login harder than they need to be. To help digital banking teams avoid this common pitfall, this brief both explains why mastering the login experience is important and illustrates good practices from leading firms. Read this report to understand how to deliver a good login experience.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Banks: You're Building Too Many Apps

    Separate, Standalone Apps Should Be Rare And Built For Unique Customer Segments Or Needs

    February 27, 2019 Zhi-Ying Barry, Peter Wannemacher

    Many banks have developed multiple customer-facing mobile apps to address specific use cases, offer a particular function, or roll out new services, but some banks are still building too many apps, boasting portfolios of over 20. Building and maintaining multiple apps is costly; getting customers to use multiple apps is challenging; and ensuring consistently good experiences across apps is no easy feat. This report outlines challenges that multiple apps pose for digital banking teams and sets out the questions digital leaders should ask before building another app. This report was originally published in September 2016; Forrester reviews and updates it periodically for continued relevance and accuracy.

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