We can help you leverage digital channels to enhance your customers’ experience
Evolving customer-demands and digital-native providers encroaching on the turf of traditional banks are fueling the paradigm shift towards seamless digital channels. Javelin's digital banking research team tracks industry trends and anticipates what’s next and delivers actionable advice that guides our clients—and benefits their customers. Javelin’s rich data and unbiased insights can help financial institutions deliver experiences that are satisfying to consumers and build trust and lasting relationships.
Digital Banking Research
Reports
Zelle for Business and the Race to Own Real-Time Payments
Nearly one-third of U.S. small businesses use Zelle in some capacity, yet many still do not view it as a true business payments platform on par with PayPal or Square. This report examines how businesses use Zelle today, where it fits within the ...
ChatGPT’s Plaid Partnership Moves AI’s Data-Driven Advice Outside the Bank
OpenAI’s announcement that ChatGPT Pro users can now connect their accounts to the service to bolster financial conversations lands squarely in an area of susceptibility for most banks and credit unions. Large language models like ChatGPT are de...
Why Banks Haven’t Sold Consumers on Account Aggregation—Yet
In theory, the consumer benefits of aggregating bank accounts are numerous, starting with one-stop, 360-degree oversight. And yet a remarkable number of consumers say they actually prefer to monitor their financial accounts one at a time, one ap...
Designing Gamification for Ongoing Digital Banking Engagement
Engagement with digital banking remains frequent but shallow, leaving significant value untapped by customers. Better gamification—designed around behavior, habits, and trust rather than novelty—can help change that dynamic. When applied thought...
Small Business Neobanks: 8 Ways They’re Beating Banks at Their Own Game
Neobanks may be easy to dismiss, serving a small share of newer, digitally native businesses, but that framing misses their real impact. They are repositioning digital banking around operational efficiency and rethinking how day-to-day financial...
Cash App P2P Lending and the Banking Liquidity Blind Spot
Cash App’s new feature that allows users to break P2P payments into short-term loans recognizes that short-term liquidity isn’t about traditional lending; it’s about meeting a moment of need with a proactive offer. Full-service banks, as it turn...
Chime Is Winning Today's Customers, but FIs Can Still Win Tomorrow's
The success of neobank Chime has drawn the attention of more traditional banks, which understandably wonder whether its recipe of simplicity and a limited set of financial tools represents a threat to mainline FIs. But the very factors that driv...
Selling Zelle to Consumers: Priorities for the P2P Experience
Zelle’s growth in its nearly decade of existence has made it a central P2P feature in U.S. banking apps, but the overall user experience still lags behind what consumers have come to expect from third party platforms. Despite strong adoption, cu...
Growing Adoption, Low Satisfaction Raise Risks for Mobile Customer Service
Mobile banking has surged past online use, becoming the primary channel for everyday financial tasks. Yet as reliance grows, so do expectations for fast, intuitive support and meaningful guidance. Many customers still find digital service lackin...
Winning the Upgrade to the Business Credit Card
Business credit cards are marketed as rewards-driven products in a crowded, rate-focused category. But owners often adopt them for operational reasons—separating personal and business finances, simplifying taxes, gaining expense visibility, buil...