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 11 banks in Europe. BBVA, Intesa Sanpaolo, and PKO Bank Polski have the strongest mobile banking apps, but all banks have work to do in order to better engage with and create value for users. Digital and CX executives should use this report to understand where European banks’ mobile banking apps excel, where they fall short, and how to strengthen their own apps.
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