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.

Javelin’s report exposes problems that plague FIs big and small, sometimes caused by shortcomings in core banking technology, incremental upgrades, and poorly integrated services and features. But this review – illustrated with nearly 70 screenshots...

Banks Shift Wallet Focus from Payments to Control

Javelin Report
Date: July 3, 2019
Author(s): Emmett Higdon
Several large banks have shuttered their mobile wallets in the past year, and the landscape has shifted significantly. The most recent news comes from Wells Fargo, which next month will eliminate the contactless payment functionality built into...
Less than a year after Finn’s nationwide release in June 2018, Chase announced that it would retire its millennial-focused app in August.  Many in the press and the Twitterverse painted Finn as a failure because it didn’t gain significant...

Maximizing Digital Onboarding Efficiency

Javelin Report
Date: April 11, 2019
Author(s): Emmett Higdon
Banks have invested heavily to create seamless account-opening flows that move across lines of business and digital channels. Such efforts have dramatically reduced abandonment and lifted the percentage of new accounts opened through digital...
This case study of Wells Fargo's Control Tower demonstrates an early attempt at empowering consumers to (1) know where and how their financial information is being used in and outside digital banking, and (2) manage access to that information, in...

Better Mobile Banking Comes Before 5G 

Javelin Report
Date: March 25, 2019
Author(s): Emmett Higdon
5G is the next generation of cellular technology, an ultra-high-speed wireless standard that will, in theory, offer mobile data speeds of up to an order of magnitude faster than today’s fastest connections and virtually instantaneous response times...

2019 Digital Banking Trends

Javelin Report
Date: January 16, 2019
2019 signals a turning point for mobile-first strategic planning. At innovative FIs, efforts to develop more convenient ways to bank will shift to harder questions. How can we simplify digital banking so that customers tackle more financial chores...
Wells Fargo is targeting young consumers with Greenhouse, a mobile banking app with the lofty goal of fundamentally rewiring how consumers budget and manage cash flow. It was launched in November, just five months after Chase unveiled Finn, a...

All Eyes On Bank of America's Virtual Assistant

Javelin Report
Date: October 11, 2018
Author(s): Emmett Higdon
​Bank of America first announced its ambitious plans for a mobile banking virtual assistant in the fall of 2016. Dubbed “Erica,” the bank’s assistant ultimately took more than two years of development to reach customers. Erica went live in selected...

Chase’s Finn App Aims to Make Financial Fitness a Lifestyle

Javelin Report
Date: September 25, 2018
Author(s): Mark Schwanhausser
Chase and Wells Fargo have unveiled mobile banking apps this summer that are innovative, provocative, and inherently risky experiments. In the first of two case studies, Javelin examines Chase’s Finn app, released in June, to be followed by a look...

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