Summary
Mobile apps have become the channel of choice for tens of millions of banking customers. To gauge the effectiveness and ease of use for different mobile banking experiences, Forrester evaluated the smartphone apps of eight banks in Canada and the US. Overall, U.S. Bank has the strongest mobile app, but all banks have work to do in order to engage with and create value for customers. Digital and customer experience (CX) leaders can use this report to understand where North American banks’ mobile apps excel, where they fall short, and how to enhance and improve their own apps.
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