In North America, Mobile Banking Apps Are Sufficient But Undifferentiated

Forrester recently evaluated mobile banking apps in Canada and the US in our latest Digital Experience Review™ (DXR). It shows that:

Banks’ apps are barely keeping up with customers’ needs and expectations. Mobile banking usage is rising and evolving, and the pace of change has been accelerating since 2020. Yet few customers feel their primary bank’s app is markedly better than those of other brands (fewer than one in three feel this way in both the US and Canada). Our DXR findin...