Summary
Mobile apps are a crucial part of customers’ relationship with their bank. Customers’ expectations of banking apps continue to rise, driving the need for additional capabilities and improved UX design. To deliver a superior digital experience — and drive engagement and stickiness — banks should focus on six key areas: managing finances, moving money, saving and investing, managing accounts, help and support, and overall digital experience 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 UX and recommends actions they can take to improve it.
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