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For eBusiness & Channel Strategy Professionals

The Forrester Banking Wave™: Global Mobile Apps Summary, 2019

Banks Must Aim For Great Experiences, Not Just Great Functionality

September 24, 2019

Why Read This Report

Mobile apps have become the touchpoint of choice for millions of consumers to manage their finances. Digital banking teams need to build mobile banking experiences around customer needs, empowering mobile users to manage their finances while reassuring them with helpful support. To see how helpful and easy-to-use mobile apps are to customers, we evaluated the apps of 54 leading retail banks worldwide. This report lays out where these banks excel, where they lag, and what digital business strategy and customer experience execs can learn from them.

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Table of Contents

  • Mobile Is The Hub Of Customers' Relationships With Their Banks
  • Make It Easy For Customers To Manage Their Finances On Mobile
  • Recommendations

  • Review How You Design, Develop, And Deliver Mobile Banking
  • How Forrester Can Help

  • Get Objective Recommendations For Your Mobile Apps
  • Supplemental Material
  • Related Research Documents

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