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Posted by Peter Wannemacher on April 26, 2012
Technology is radically changing the way bank customers interact with their providers, and mobile touchpoints are at the forefront of this change. In the past five years, mobile banking adoption in the US has more than quadrupled, hitting 17% by the end of 2011. This represents a compound annual growth rate (CAGR) of more than 33%.
As such, eBusiness professionals and mobile strategists at banks are in a white-knuckle contest to out-do each other in the mobile space. To evaluate and gauge banks’ mobile offerings, we applied Forrester’s Mobile Banking Functionality Benchmark to the four largest retail banks in the US.
What we found:
How can you use this benchmark? Forrester’s Mobile Banking Functionality Benchmark can be used to evaluate any bank’s mobile offerings, identify best practices, and draw comparisons to competing banks. In addition, this benchmark can be used as part of a broader digital banking audit (which could also include a review of public and/or secure online banking content and functionality, social media interactions, and interactions with customers through other touchpoints). If you would like more information, please contact your account team at Forrester, or you can reach out to us via Forrester’s INQUIRY services.
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