Best Practice Report

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 15th, 2019
With contributors:
Madeline King , Benjamin Ensor , Piers Conway , Sam Bartlett

Summary

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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