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The Forrester Global Mobile Banking App Digital Experience Assessment

 and  four contributors
Oct 09, 2024

Summary

Mobile apps are a crucial part of a bank’s relationship with customers. Customers’ expectations of banking apps continue to rise, driving the need for additional capabilities to enhance the customer experience. To deliver a superior digital experience — and drive engagement and stickiness — banks must offer leading functionalities in six categories: managing finances, moving money, savings, managing accounts, help and support, and mobile app performance as measured by the Forrester Customer Experience Index (CX Index™). This tool helps digital leaders at banks gauge the quality of their mobile banking app’s functionality and user experience, and recommends actions to improve it.

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