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  • Report Global Mobile Banking Benchmark: User Experience, 2017

    Applying Forrester's Digital UX Review To 53 Mobile Banking Apps
    July 13, 2017 | Andrew Hogan, Alex Causey

    For banks, good user experience (UX) drives revenue through ongoing loyalty, deepened trust, and increased conversion, as Forrester's research has proven. But are mobile banking apps delivering...

  • Report Personas Require Regular Updates

    Ensure Personas Accurately Reflect Customers' New Behaviors And Technologies
    August 15, 2011 | Jonathan Browne

    Personas are ideal tools to guide the design of products, channels, and messaging, but companies are concerned that they fail to keep track of evolving behaviors. Although customers' psychographics...

  • Report European Mobile Operators' Cross-Channel Experience, 2007

    We Apply Our Cross-Channel Review Methodology To Four Mobile Operators
    July 13, 2007 | Zayera Khan

    Consumers rate good customer service as one of the top three purchase decision criteria when choosing an operator. Forrester applied its Cross-Channel Review methodology to four leading mobile...

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