The loyalty loop: how a seamless mobile experience can keep your clients engaged


In a competitive market, keeping regular contact with clients is essential. While face-to-face meetings might not always be possible, a user-friendly mobile app bridges that gap.

An efficient and intuitive mobile app serves as more than just a functional tool. By making life easier for clients, it can significantly bolster client loyalty and serve as a consistent reminder of the value you deliver.

Over the past decade, mobile app usage has surged dramatically, becoming a mainstay in our daily routines and often supplementing traditional online and in-person services. Mobile app usage is the new normal for client interactions across many sectors including retail, health, travel, banking as well as investing and wealth management.

More than 485,000 apps were downloaded per minute in 2022.1

66% of Australians say they can’t live without their banking apps

Only 55% can't live without their their social media apps.2

Mobile app usage across the generations

Gen Z
Under the age of 25
25-40 years old
Gen X
41-56 years old
57- 75 years old
  • Digital natives
  • ‘One hand’ users
  • Used to visual cues and icons
  • Will intuitively scroll and swipe to navigate
  • Primarily use their phones to use apps
  • Spend five hours plus a day on their smartphones
  • Generally respond the most to push notifications
  • Spend about 2.5 hours daily on their smartphones
  • They go online for a specific purpose
  • Ease of use the priority for Gen Xers
  • 2/3 of Boomers own a smartphone
  • 40% of Boomers use apps to buy retail products
  • More used to reading long form text and moving through at a slower pace
Source: Forbes Technology Council, Understanding The Differences In Mobile App Use Across Generations, 2022

Not all apps are created equal

Today we are accustomed to seamless, intuitive experiences online. Any friction or confusion can quickly lead to dissatisfaction. A mobile app must meet client service expectations to add value and support your relationship with your clients.

The reality is, many apps fall short of expectations. An optimal mobile experience should mirror the high-quality service clients anticipate when interacting with you and your team. 

This is where BT Panorama stands out.

BT’s track record as an award-winning app is based in part on our continuous investment in updates and new features. Our goal is to deliver an intuitive user experience with the features clients get most benefit from. BT Panorama has received the award for the 'Best Mobile App' by Investment Trends for five years running.  

Empowering clients with BT Panorama's mobile features

The BT Panorama app delivers on-the-go access and user-friendly features to increase client engagement.

  • 24/7 access delivers the convenience of on-the-go real time information.

  • Enhanced security: fast sign-in options with 4-digit passcode or fingerprint technology. 

  • Account management: overview of cash account, transaction history, and scheduled transactions.

  • Comprehensive portfolio insights: viewing balance and performance by each investment type.

  • Document accessibility and digital consent: ease of reviewing information and providing consent for transactions.

For you tab

The ‘For you’ tab brings together the key alerts, updates and messages for your clients all in one place.

Discover how digital consent is a game-changer 

Panorama's For You tab

With its award-winning features, the BT Panorama mobile app is a powerful tool supporting advisers to keep their clients engaged.


Important information

Information current as at 28 November 2023. This paper has been prepared by BT, a part of Westpac Banking Corporation ABN 33 007 457 141 AFSL & Australian Credit Licence 233714 (Westpac). The views expressed in this paper are those of the individuals alone unless otherwise quoted, and do not reflect the views or policy of any company in the Westpac Group It has been prepared for the information of licensees and financial advisers only. The information contained in this paper provides an overview or summary only and it should not be considered a comprehensive statement on any matter nor relied upon as such. The paper does not contain, and should not be taken to contain, any financial product advice, and has been prepared without taking into account any personal objectives, financial situation or needs, and you should consider its appropriateness with regard to these factors before acting on it. © BT - Part of Westpac Banking Corporation 2023

[1], State of Mobile 2023  links to:
[2] Newsroom, Commbank links to: ://