Abstract
Mobile services are changing the landscape of banking (and other industries). They offer the potential to create new revenue opportunities and drive increased customer retention and cost savings: for example, over 60% of smartphone and tablet users report that mobile banking capabilities are ‘important’ or ‘extremely important’ in their decision to switch banks 1 . But while financial institutions that introduce more mobile services can simultaneously shift transactions away from higher-cost channels and also retain and attract more customers, they need to pay close attention to the security of mobile apps and consumers, without impacting the user experience.
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