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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 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.
2018 Digital Lending Trends
Javelin Report
While most areas in retail banking have embraced the power of going digital, lending has been a clear laggard. It is only over the last few years that lending has truly embraced the digital revolution. Spurred by threats from alternative...
What Banks Can Do to Make Zelle's P2P Rollout Successful
Javelin Report
After months of carefully setting the groundwork, Early Warning Services and banks are officially making the push for Zelle, the nascent person-to-person payments network critical to the banking industry’s continued ability to dominate the $534...
2018 Fraud & Security Trends
Javelin Report
With every new headline it becomes increasingly obvious that cybercrime is on the rise. Motivated by the growing use of digital banking and payments, criminals are targeting institutions’ websites, consumers’ digital devices and non-bank...
2018 Small Business Digital Banking & Payments Trends
Javelin Report
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
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...
2018 Digital Banking Trends
Javelin Report
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...
Why Digital Banking Often Fails to Reduce Offline Volume: Education and Contextual Support Needed to Overcome Offline Inertia
Javelin Report
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.
Financial Innovation Frontiers
Whitepaper
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
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-...
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