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.

Gamification Reaches a Pivotal Point in 2020

Javelin Report
Date: December 18, 2019
Author(s): Mark Schwanhausser
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...

Creating a Mobile Customer Service Continuum

Javelin Report
Date: October 7, 2019
Author(s): Emmett Higdon
Nearly 140 million Americans have used mobile banking in the past 30 days. For many of them, the mobile banking app has become their primary account management tool. Just 42% of these consumers, however, believe that they can resolve most customer...

The Power of Translating Transactions into Plain Language

Advisory Webinar: Client Login Required
Date: September 9, 2019
Author(s): Mark Schwanhausser
Research Topic(s): Digital Strategy & Experience
Join Mark Schwanhausser and Emmett Higdon as they discuss how to rethink the ledger through the eyes of mobile-first customers.
Javelin’s report exposes problems that plague FIs big and small, sometimes caused by shortcomings in core banking technology, incremental upgrades, and poorly integrated services and features. But this review – illustrated with nearly 70 screenshots...
Several large banks have shuttered their mobile wallets in the past year, and the landscape has shifted significantly. The most recent news comes from Wells Fargo, which next month will eliminate the contactless payment functionality built into...
Less than a year after Finn’s nationwide release in June 2018, Chase announced that it would retire its millennial-focused app in August.  Many in the press and the Twitterverse painted Finn as a failure because it didn’t gain significant...

Optimizing Digital Onboarding

Advisory Webinar: Client Login Required
Date: May 23, 2019
Author(s): Emmett Higdon
Join Javelin for an exploration of these digital disconnects, a look at some emerging best practices, and lessons from consumers on how to improve the onboarding process.

Maximizing Digital Onboarding Efficiency

Javelin Report
Date: April 11, 2019
Author(s): Emmett Higdon
Banks have invested heavily to create seamless account-opening flows that move across lines of business and digital channels. Such efforts have dramatically reduced abandonment and lifted the percentage of new accounts opened through digital...

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