Best Practice Report

The Forrester Banking Wave™: European Mobile Apps, Q2 2018

Mobile Banking Leaders Are Raising The Bar On Functionality And User Experience

June 12th, 2018
AC
Alex Causey
With contributors:
Zhi-Ying Barry , Benjamin Ensor , Sneha Dawda , Sam Bartlett

Summary

Mobile apps have become the touchpoint of choice for millions of Europeans to manage their finances. Digital banks need to build mobile banking experiences around customer needs, empowering customers to manage their finances while reassuring them by providing ongoing support. To see how helpful and easy to use mobile apps are to customers, we evaluated the apps of 12 large European 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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