Best Practice Report

The Forrester Banking Wave™: Global Mobile Apps Summary, 2018

Mobile Banking Leaders Keep Raising The Bar On Functionality And User Experience

September 27th, 2018
With contributors:
Ashutosh Sharma , Amit Bhatia , Riccardo Pasto , Zhi-Ying Barry , August du Pont , Alex Causey , Sneha Dawda , Sam Bartlett

Summary

Mobile apps have become the touchpoint of choice for millions of people to manage their finances. Digital banking teams need to build mobile banking experiences around customer needs, empowering customers to manage their finances while reassuring them with helpful support. To see how helpful and easy to use mobile apps are to customers, we evaluated the apps of 42 leading banks worldwide. This report lays out where these banks excel, where they lag, and what digital business strategy and customer experience executives can learn from them.

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