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For eBusiness & Channel Strategy Professionals

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

US Mobile Banking Experiences Are Often Effective, Sometimes Easy, But Rarely Evoke Positive Emotions — Leaders Are Improving All Three

May 15, 2019

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Why Read This Report

Mobile apps have become the touchpoint of choice for millions of Americans to manage their finances. Digital banking teams need to build mobile banking experiences around customer needs, empowering customers to manage their finances while reassuring them with helpful support. To see how helpful and easy-to-use mobile banking apps are to customers, we evaluated the apps of eight 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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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Table of Contents

  • Mobile Banking Should Both Empower And Reassure Customers
  • Build Trust So You Can Earn Loyalty
  • Recommendations

  • Listen To Customers, And Empower Employees To Drive Change
  • How Forrester Can Help

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

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