Best Practice Report

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

CommBank Leads; Other Banks Deliver Mixed Experiences

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


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.

Want to read the full report?

This report is not available for purchase at this time.

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.