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 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.

Development in digital banking and payments services for small businesses has lagged significantly behind consumer and commercial banking, leaving many business owners and operators managing their finances and paying suppliers on platforms that are...

2018 Payments Trends

Javelin Report
February 7, 2018 By: Rachel Huber
Over the past few years the payments landscape has experienced evolutionary change in an effort to adapt to growing demands from consumers, businesses, technology, and regulators. As we kick off 2018, Javelin’s Payments team has identified three key...
The financial services market is undergoing significant change to adapt to consumers’ mobile-first expectations. Much immediate effort in 2018 will focus on rolling out the Zelle person-to-person (P2P) network that some envision as the backbone of...
Free credit scores have become a trendy digital banking bauble. But banks and credit unions can go further by augmenting and integrating digital tools that can play a daily role in coaching customers not only about how credit works in general, but...
As digital banking capabilities have expanded, consumer adoption of online and mobile channels has continued to climb. Surprisingly, consumer use of traditional banking channels — branch, ATM, call center — has dropped little. 
AARP retained Javelin Strategy & Research in November 2016 to conduct a comprehensive independent study of the financial needs and behaviors of U.S. consumers 50 and older. This whitepaper follows two AARP projects--"Health Innovation Frontiers...

Banking Bots: Necessity or Nice to Have?

Javelin Report
August 1, 2017 By: Emmett Higdon
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...

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