Convenient branch locations (38%) and ATM access (36%) were also important factors, reflecting the continued relevance of physical infrastructure even in an increasingly digital banking environment. Digital Channels Dominate The Research Process Respondents learned about checking accounts via computer and mobile website (42% each), a person at an office or branch (26%), mobile app on a smartphone (20%), over the phone (9%), tablet (8%), and mail (2%).

Data-Savvy Digitals understand that data sharing is a requirement in the digital economy and do so begrudgingly (see Figure 2).

As governments and banks build their own mobile digital citizenship mobile wallets and apps — often not using established W3C decentralized identifiers or following the EU’s eIDAS standards and recommendations — they put even basic interoperability between one country’s digital wallets and another’s verification ecosystem in jeopardy, at least in the short term.

Digital and CX executives can use this report to understand where banks’ apps excel, where they fall short, and how to strengthen their own mobile experiences.

The company says it links first-party engagement data (e.g., ads, QR, wallets, messaging) to POS/receipt data and is therefore able to match offline purchases to online influence and improve promotion effectiveness. Clients include 7-Eleven, Alfamart, Coca-Cola, Mondelez, Unilever, and Watsons. Intellect Design Arena. In developing markets, digital retail sales often happen through marketplaces that aggregate small sellers.

By enabling users to store and manage credentials in personal digital wallets or with third parties, DDID avoids the vulnerabilities often associated with centralized data repositories, providing a more secure and private means to verify identities. Via technologies like zero-knowledge proofs, DDID enables the verification of claims like a person’s age without revealing sensitive personal information, marrying privacy with convenience.

Supplemental Material The Forrester Digital Experience Review (DXR) Methodology Forrester conducted its digital experience reviews of 12 Canadian and US banking mobile websites from March 1 to April 12, 2024. We scored the apps across 26 digital experience criteria using a heuristic evaluation based on defined personas and scenarios.

It achieved this by exploiting the latest in payments technology like walleting capabilities and spend controls. Using embedded mobile wallets to store gift cards and facilitate redemption. Digital use cases are growing, but physical gift cards still have a massive presence. How can we turn a physical card into digital stored value — thereby bridging the physical to the digital — without having to convince the consumer to download our app to do it?

In 2025, the Forrester Digital Experience Review™ (DXR) evaluated the smartphone apps of 28 banks across the globe to identify the leaders in mobile banking experiences. This report combines the results of the individual region reports and identifies the global leaders in mobile banking apps. Digital and CX professionals can look at the findings and best practices to improve their own mobile banking efforts.

Figure 1 The Forrester Digital Experience Review™: Indian Mobile Banking Apps, Q4 2025 This table shows digital experience scenarios, and an explanation of how each criterion is exemplified by banks evaluated for this review. This graphic has an associated spreadsheet that includes all data presented. Please access the spreadsheet for details.