Best Practice Report

The Forrester Banking Wave™: Canadian Mobile Apps, Q2 2019

Leading Canadian Banks Are Raising The Bar By Moving Faster

May 15th, 2019
Gina Bhawalkar, Principal Analyst
Gina Bhawalkar Principal Analyst
Peter Wannemacher, Principal Analyst
Peter Wannemacher Principal Analyst
August du Pont, null
August du Pont
With contributors:
Benjamin Ensor , Piers Conway , Madeline King , Sam Bartlett

Summary

Mobile apps have become the touchpoint of choice for millions of Canadians to manage their finances. Digital banking teams need to build mobile banking around customer needs, empowering customers to manage their finances while respecting their time with efficient, easy task flows. To see how helpful and easy-to-use mobile apps are to customers, we evaluated the apps of the big five Canadian 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.

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