Summary
Mobile apps have become the channel of choice for millions of banking customers. To gauge the ease and effectiveness of mobile banking experiences, we evaluated the smartphone apps of four banks in Australia. Westpac and Commonwealth Bank of Australia have the strongest mobile banking apps, but all four have work to do to enhance user engagement and generate more value for their customers. Digital and customer experience (CX) executives can use this report to understand where Australian banks’ mobile banking apps excel, where they fall short, and how to strengthen their own apps.
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