Best Practice Report

The Forrester Digital Experience Review™: Canadian Banking Sales Mobile Sites, Q4 2021

November 1st, 2021
Alyson Clarke, Principal Analyst
Alyson Clarke Principal Analyst
Andrew Hogan, null
Andrew Hogan
With contributors:
David Hoffman , Senem Guler Biyikli, PhD , Nicole Murgia , Ashley Villarreal , Rachel Birrell

Summary

Chequing accounts are central to a customer’s relationship with their primary bank, and an increasing number of Canadians use their mobile phone to find, research, and apply for an account. To find out how effectively companies are meeting customers’ expectations, we evaluated the mobile sites of six large Canadian banks. This report identifies where these companies excel — and where they lag — and what digital business strategy and customer experience (CX) executives can learn from them.

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