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.
A Justice Department antitrust lawsuit did more than scuttle Visa’s $5.3 billion acquisition of Plaid. It spotlighted a worrisome strategic issue facing the financial services industry in 2021: the threat to interchange revenue.
Join Emmett Higdon, Director, Digital Banking and Mark Schwanhausser, Director, Digital Banking as they walks you through Javelin’s predictions for the Digital Banking Industry.
Roles Shift as U.S. Open Banking Slows
Javelin Report
The concept of open banking—enabling consumers to seamlessly and securely share their bank data with third parties—has promised to spur innovation and deliver exciting new products and services to consumers. Market-driven standards, consumer demand...
Simplifying Cash Flow for the Kitchen-Table CFO
Javelin Report
Javelin’s user experience review provides examples of both challenges and promising approaches from Bank of America, BBVA, Chase, HMBradley, Huntington Bank, Morgan Stanley, One, PNC Bank, USAA, and Wells Fargo.
2021 Digital Banking Trends
Javelin Report
The challenges brought on by this historic upheaval are no less daunting in 2021. Digital banking strategists face historic uncertainly about the extent to which consumer expectations and banking habits will be forever altered – and how this will...
The Six Pillars of Automated Saving
Javelin Report
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
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
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
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...
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