Best Practice Report

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

While Evolving New Functionality, Focus On Usability Too

May 30th, 2019
With contributors:
Ashutosh Sharma , Benjamin Ensor , Sukriti Dangi , Bill Nagel

Summary

Mobile apps have become the touchpoint of choice for millions of Indians 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 seven large Indian banks. This report lays out where these banks excel, where they lag, and what digital business strategy and customer experience (CX) executives can learn from them.

Want to read the full report?

This report is not available for purchase at this time.

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.