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Digital Strategy & Experience Practice Area
Leverage digital capabilities to improve customer experience and engagement
The digital world doesn't stand still -- neither does Javelin Strategy & Research. Our digital Banking ream constantly monitors the impact of market trends and emergiging 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.
Banking Bots: Necessity or Nice to Have?
Javelin Report
More than 40% of digital bankers still visit a branch or reach out to their bank’s call center each month seeking help with questions or problems. Banks are increasingly turning to artificial intelligence and chat bots to meet this demand for real-...
Financial institutions have embraced a variety of electronic communication channels — websites, email, text, and push notifications — to spark conversations with customers and prompt action. The robust engagement in these channels has launched a...
In addition to benchmarking digital account opening trends for eight deposit, loan, and investment accounts, this Javelin report maps out how to turn more digital window shoppers into buyers, reduce the friction that causes abandonment. close the...
A strong level of consumer interest in voice control of mobile banking is not being matched by bank development to meet the emerging demand. Delivered initially through banks’ mobile banking applications, voice assistants will evolve to handle...
Wealth Management In A Mobile-First Era
Javelin Report
A growing number of so-called robo investment firms, fintech innovators, and bank partnerships is rushing to refine a cost-effective business model for investment services in a digital-first era. The challenges are numerous, starting with how to...
Javelin’s latest Future Trends report is making a notable departure from previous editions. We want our clients to be alerted to upcoming trends over a longer time horizon to be better prepared to address these challenges and opportunities. The...
An inflection point is fast approaching in mobile payments. An explosion of payment options has been ignited by the market’s rapid growth to $180 billion — tripling in only three years. Today, dozens of providers have already introduced mobile...
FIs are understandably focused on mining customer data to cross-sell products and deliver an immediate return on investment, yet offers too often are poorly targeted and therefore put off customers who are weary of “the pitch.” Though bankers will...
Banks Take The Lead In Voice To Avoid Becoming The Dumb Pipes Of Personal Finance Digital Banking
Whitepaper
For many years, cable television was the sole provider of in-home entertainment for most Americans. With the arrival of streaming services such as Netflix and Hulu, consumers permanently shifted their viewing habits to the convenience of on-demand...
Digital banking fails whenever customers must reach for paper, pencil, and calculator. Worse, it happens all too commonly in the course of tackling basic chores such as paying a bill or moving money — especially for customers who live paycheck to...
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