Best Practice Report

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

Banks Must Aim For Great Experiences, Not Just Great Functionality

September 24th, 2019
Zhi-Ying Barry, Principal Analyst
Zhi-Ying Barry Principal Analyst
Aurelie L'Hostis, Principal Analyst
Aurelie L'Hostis Principal Analyst
Peter Wannemacher, Principal Analyst
Peter Wannemacher Principal Analyst
Benjamin Ensor, null
Benjamin Ensor
With contributors:
Gina Bhawalkar , Meng Liu , Riccardo Pasto , Amit Bhatia , Arnav Gupta , Karine Cardona-Smits , August du Pont , Madeline King , Han Bao , Nancy Lin

Summary

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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