Summary
Mobile apps are the touchpoint of choice for Australians to manage their finances. Digital banking leaders need to build mobile banking around customer needs, empowering customers to manage their money while reassuring them by providing support along the way. To see how helpful and easy to use banking apps are for customers, we evaluated the apps of five leading Australian banks. This report lays out where these banks excel, where they lag, and what digital business strategy and customer experience (CX) professionals can learn from them.
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