Best Practice Report

The Forrester Banking Wave™: Australian Mobile Apps, Q2 2019

Australian Banks' Mobile Apps Are Effective, But Most Need To Improve Functionality Or Usability To Create Great Experiences

June 25th, 2019
With contributors:
Benjamin Ensor , Michael Barnes , 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, empowering customers to manage their money while reassuring them by providing support along the way. To see how helpful and easy to use banking apps are for customers, we evaluated the apps of five leading Australian banks. This report 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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