Best Practice Report

The Forrester Digital Experience Review™: EMEA Mobile Banking Apps, Q3 2023

Intesa Sanpaolo Leads With Valuable Features And Strong User Experience

July 25th, 2023
Oliwia Berdak, VP, Research Director
Oliwia Berdak VP, Research Director
Kerstin Wehmeyer, Researcher
Kerstin Wehmeyer Researcher
Senem Guler Biyikli, PhD, Analyst
Senem Guler Biyikli, PhD Analyst
With contributors:
David Hoffman , Melissa Chaudet , Carine Lam , Hannah Bradbury , Luca Lo Scavo , Sam Bartlett

Summary

Mobile apps have become the channel of choice for millions of banking customers. To gauge the effectiveness and ease of use for different mobile banking experiences, we evaluated the smartphone apps of 10 banks across the EMEA (Europe, the Middle East, and Africa) region. This report identifies leaders in mobile banking functionality and user experience (UX) and shares best practices that digital business and customer experience (CX) professionals can learn from.

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