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.
Digital Engagement Lessons Learned from COVID-19
Javelin Report
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...
Historic market swings triggered by fears related to the Covid-19 outbreak have sent nervous investors scrambling for information, advice, and quick responses. State mandates and shelter-in-place orders have made face-to-face interactions difficult...
Surging Digital Demand: Turning Interest into Adoption
Advisory Webinar: Client Login Required
Join Javelin President Jacob Jegher and Digital Banking Director Emmett Higdon for a discussion on digital opportunities and priorities. Javelin will explore how top banks are responding, and provide recommendations on maximizing digital channel...
Intuit’s planned $7.1 billion acquisition of Credit Karma has the potential to make it the dominant provider of consumer leads to digital financial institutions. But growing concerns about consumer data privacy and Intuit’s track record shepherding...
This original report, sponsored by TransUnion, examines the role that consumer access to credit scores and credit file data plays in the promotion of financial inclusion, responsible borrowing habits, and more transparent and accurate...
Visa’s acquisition of Plaid stirs up questions that span the retail financial world — from banking and payments to investing and lending.
Gamification Reaches a Pivotal Point in 2020
Javelin Report
As the new decade dawns, four key trends are kindling an innovative era in gamification that includes evolving to a Foresight Model of personalized engagement. This strategic report examines those trends, looks at two models for gamification, maps...
2020 Digital Banking Trends
Javelin Report
As the banking industry enters the 2020s, Javelin’s Digital Banking team has spotlighted three trends that will spark innovation, make it easier to pay bills and move money, and boost trust.
Challenger Banks Target Paycheck-to-Paycheck Prospects
Javelin Report
U.S. digital-only challenger banks have long touted low fees as their primary benefit. No monthly account charges and free ATM transactions help position the mobile apps as consumer-friendly alternatives to giant banks. Several of these neobanks...
Creating a Mobile Customer Service Continuum
Javelin Report
Nearly 140 million Americans have used mobile banking in the past 30 days. For many of them, the mobile banking app has become their primary account management tool. Just 42% of these consumers, however, believe that they can resolve most customer...
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