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 ream constantly monitors the impact of market trends and emergiging 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.

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. 

2016 Online Banking Scorecard

Javelin Report
November 7, 2016 By: Mark Schwanhausser
This competitive analysis of the nation’s top 30 retail banks and credit unions examines more than 200 online banking features that empower customers to confidently handle financial chores, move money, and steadily achieve financial well-being....

Mobile Online Retail Payments 2016

Javelin Report
October 6, 2016 By: Emmett Higdon
This report examines how providers, recognizing mobile’s disruptive impact, are pioneering new tools like augmented reality to create the next generation of immersive shopping experiences.
As EMV liability shift deadlines come and go, opportunities will remain to further mitigate fraud and improve the cardholder experience. Consumer expectations shaped by mobile proximity payments, the evolving in-store checkout experience, and the...
This report explores how the Pays stack up and recommends strategies to drive repeat purchasing behavior by creating value all along the purchase journey, not just at the point of payment. 

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,...
This report will take a close look at how consumers use tablets in managing their financial lives and why many institutions have responded by delivering identical experiences on tablets and smartphones. It will explore the large role that browsers...

2016 Online Retail Payments Forecast

Javelin Report
June 30, 2016 By: Michael Moeser
This report provides an in-depth analysis of developing trends in e-commerce and forecasts online purchasing patterns through 2020. 

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