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.

Traditional credit scores have increasingly become part of a crowded field of data sources and automated tools that financial institutions can access to evaluate consumers’ creditworthiness and help customers better manage their finances. New...

The Six Pillars of Automated Saving

Javelin Report
Date: November 24, 2020
Javelin’s analysis of 25 top financial institutions illustrates that banks and credit unions are falling short, with only a handful experimenting with the four primary building blocks of direct deposit, algorithm-driven models, round-up-the-change...

Digital Banking During a Pandemic

Advisory Webinar: Client Login Required
Date: September 8, 2020
Best-practice banks responded on the fly to deflect high-volume service requests such as loan modifications, and turned to chat and virtual assistants to point digital customers in the right direction more quickly. Join Emmett Higdon and Mark...

How COVID-19 Opens the Door to Video Banking

Impact Note
Date: August 3, 2020
Author(s): Emmett Higdon
COVID-19 lockdowns have led consumers to search for alternatives to face-to-face interactions for different needs. For the first time, many have turned to video meetings for a range of tasks, including work meetings, calls with friends and family,...

Digital Engagement Lessons Learned from COVID-19

Javelin Report
Date: August 1, 2020
Author(s): Emmett Higdon
Response to the COVID-19 pandemic created a customer service crisis in banking: Branches were closed, call centers were jammed, and websites were overwhelmed with traffic. That meant that FIs could not easily meet the enormous volume of customer...
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