Data Snapshot

Financial Services Mobility Leaders Ramped Up Implementations Of Mobile Technologies In 2020

October 4th, 2021
David Hoffman, VP, Research Director
David Hoffman VP, Research Director
Nicole Murgia, Senior Researcher
Nicole Murgia Senior Researcher
With contributor:
Christiana Lano

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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