Best Practice Report

The Forrester Banking Wave™: European Mobile Apps, Q2 2019

The Gap Is Growing Between Leaders Aiming For Excellence And The Others

May 29th, 2019
With contributors:
Madeline King , Benjamin Ensor , Sneha Dawda , Alex Causey , Amanda Chen , Sam Bartlett

Summary

Mobile apps have become the touchpoint of choice for millions of Europeans to manage their finances. Digital banking teams need to build mobile banking experiences around customer needs, empowering customers to manage their finances while reassuring them with helpful support. To see how helpful and easy-to-use mobile apps are to customers, we evaluated the apps of 10 leading European banks. This report lays out where these banks excel, where they lag, and what digital business strategy and customer experience executives can learn from them.

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