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.

How COVID-19 Opens the Door to Video Banking

Impact Note
Date: August 3, 2020
Author(s): Emmett Higdon
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
Date: August 1, 2020
Author(s): Emmett Higdon
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
Date: December 18, 2019
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...
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.
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...

Contact Us