Best Practice Report

The Forrester Banking Wave™: UK Mobile Apps, Q3 2019

Digital Banks Are Giving Established Banks A Run For Their Money

September 17th, 2019
Benjamin Ensor, null
Benjamin Ensor
Karine Cardona-Smits, null
Karine Cardona-Smits
With contributors:
Alyson Clarke , Senem Guler Biyikli, PhD , Madeline King , Corrado Loreto , Sam Bartlett


Mobile apps have become the touchpoint of choice for millions of customers to manage their finances. Digital banking teams need to build mobile banking 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 in the UK is to customers, we evaluated the apps of five established banks and three digital banks. 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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