Best Practice Report

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

Mobile Banking Apps Fail To Deliver Balanced Functionality And User Experiences

June 13th, 2018
With contributors:
Ashutosh Sharma , Aurelie L'Hostis , Benjamin Ensor , Sukriti Dangi , Bill Nagel

Summary

Digital banking leaders need to build mobile banking experiences around customer needs, empowering customers to manage their finances while reassuring them by providing support along the way. To see how helpful banking apps are to customers, we evaluated the apps of seven large Indian banks. This Industry Wave™ lays out where these banks excel, where they lag, and what digital business strategy and customer experience (CX) executives can learn from them.

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