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For the second year in a row, Spain’s Caixabank tops our review of European banks’ mobile banking services. Not only Caixabank delivers the basics superbly when it comes to transactional features, it also excels in offering a wide array of touchpoints including a smartwatch app and a fully-optimized mobile website with product research tools, best-in-class alert services, and outstanding marketing and sales functionality.Forrester has just published its 2016 European Mobile Banking Functionality Benchmark, revealing important insights about the current state of European mobile banking. We evaluated the mobile banking services of 11 of the largest retail banks in Europe, and found out that CaixaBank in Spain, Garanti in Turkey, and Bank Zachodni WBK in Poland continue to lead in mobile banking. The three banks achieve mobile banking success by offering both strong basic functionality and a wide range of next-generation features. For example, CaixaBank lets customers make mobile contactless payments in store by providing a digital wallet integrated into the main mobile banking app. Garanti offers an interactive, voice-activated virtual assistant that customers can use to search the app for functionality and various task like finding a past transaction. Bank Zachodni WBK helps customers reach human help easily by offering video banking through their mobile banking app.

What defines a mobile banking leader?

Mobile banking leaders prioritize mobile initiatives and keep on testing and learning to introduce substantial improvements month after month. By doing so, they deliver more engaging customer experiences and create new value for their customers.

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via Forrester Blogs Aurelie L’Hostis

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