Best Practice Report

The Forrester Banking Wave™: Australian Mobile Apps, Q2 2018

CommBank Leads; Other Banks Deliver Mixed Experiences

June 28th, 2018
With contributors:
Michael Barnes , Benjamin Ensor , Seles Sebastin , Bill Nagel

Summary

Mobile apps are the touchpoint of choice for Australians to manage their finances. Digital banking leaders need to build mobile banking around customer needs, empower customers with valuable money management tools, and reassure them by providing support along the way. To see how helpful banking apps are to customers, we evaluated the apps of the Big Four banks in Australia. This Industry Wave lays out where these banks excel, where they lag, and what digital business strategy and customer experience (CX) professionals can learn from them.

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