Digital Strategy & Experience Research

Leverage digital capabilities to improve customer experience and engagement

The digital world doesn't stand still -- neither does Javelin Strategy & Research. Our digital Banking team constantly monitors the impact of market trends and emerging technologies on financial institutions and solution providers. Plan for "what's next" by evaluating market shifts and strategically aligning offerings with objectives and consumer expectations.

Building Better Bill Pay: Just Do It

Javelin Report
Date: August 13, 2021
Author(s): Mark Schwanhausser
The big breakthrough in bill pay will come when banks give their customers oversight and control of bills paid through bill pay and directly at biller sites. Choosing a method for paying bills isn’t an either/or proposition for consumers—it’s a mix-...
The problem isn’t spending – it's savings. Javelin data shows consumers are comfortable with day-to-day finances but struggle to save. FIs have a major opportunity to integrate savings into their digital banking value proposition and grow their own...

Marcus and HMBradley Take Aim at ‘Lazy Money’

Javelin Report
Date: July 28, 2021
Author(s): James Lee
Savings gets the innovative makeover it deserves. Marcus and HMBradley attract digitally savvy customers with a clever framing and a select combination of metrics and tools. These neobanks use gamification to drive customers’ interaction with their...

Searching for Answers: Meeting Digital Customers' Discovery Needs & Expectations

Advisory Webinar: Client Login Required
Date: May 27, 2021
Research Topic(s): Digital Strategy & Experience
Join Emmett Higdon and Mark Schwanhausser as they discuss the critical and evolving role that search plays in meeting these expectations, driving satisfaction, and deepening digital engagement.
The banking industry is investing heavily in chat bots and virtual assistants, but pioneering banks are struggling to encourage customers to adopt these conversational tools and interfaces. Banks must consolidate a confusing range of discovery tools...
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