Best Practice Report

The Forrester Digital Experience Review™: Indian Mobile Banking Apps, Q3 2020

ICICI Bank Leads With Valuable Features And Strong User Experiences

September 2nd, 2020
Arnav Gupta, null
Arnav Gupta
Amit Bhatia, null
Amit Bhatia
With contributors:
Ashutosh Sharma , Sukriti Dangi , Bill Nagel


For millions of Indians, mobile apps have become the hub of their banking relationship and the starting point for many financial decisions and activities. To gauge how effective and easy the various mobile banking experiences are, we evaluated the smartphone apps of five banks in India. This report lays out where these companies excel, where they fall short, and what digital business strategy and customer experience (CX) executives can learn from them to improve their own mobile banking efforts.

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