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.

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...
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...

Mobile Payments Convergence

Javelin Report
December 1, 2016 By: Emmett Higdon
This report examines the trending wallet features transforming the way consumers pay at the point of sale and provides a forecast of proximity purchasing through 2020.

Looking Beyond KBA

Whitepaper
November 21, 2016 By: Al Pascual, Emmett Higdon
This whitepaper, sponsored by Mitek, explores the challenge of identity verification in the digital account opening process, and how document scanning can improve on KBA driven processes. 

Digital Banking Maturity Path

Javelin Report
July 28, 2016 By: Mark Schwanhausser
This research-based framework maps out five stages of digital services that increasingly empower customers and position FIs in a trusted, advisory role that leads to an increased share of a customer’s wallet, deeper relationships and satisfaction,...
The next phase of the evolution of digital banking is now at hand, with personal finance fundamentally woven into virtually every transaction. This report looks at the factors that are setting the stage for investment and innovation with...
This report analyzes trends in the bill payment market; identifies why consumers typically choose FIs over paying billers directly or through third-party apps such as Mint Bills; and examines how to tailor upgrades for high-value customer segments...
The financial services market has seen considerable disruption and changing customer expectations in the past year.  Javelin has been tracking trends. Our analyst team has considered all of the potential trends that will shape and drive...

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