Summary
In 2020, the share of financial services firms using or planning to implement mobile technologies like chatbots, third-party messaging, and progressive web apps (PWAs) increased from 2019. The onset of the COVID-19 pandemic in 2020 could have affected the increased interest in the implementation of mobile technologies; our consumer surveys show that mobile banking adoption and usage increased during the pandemic. This report provides a snapshot of Forrester’s Business Technographics® data on how financial services firms’ implementation of mobile technologies changed from 2019 to 2020.
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