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
Data Snapshot: Consumers Are Surviving, Not Thriving
Most American consumers are confident they can meet their week-to-week and month-to-month financial obligations, but progress toward long-term goals like saving for retirement or paying off debt is trending downward. This report—part of the Digi...
Data Snapshot: Large Banks Are Earning ‘Primacy,’ But Customers’ Minds Are Increasingly Elsewhere
While most Gen Y and Gen Z consumers say a top-five bank is their primary provider, 62% of adults regularly turn to fintech apps such as Cash App, Venmo, Credit Karma, and Credit Sesame for core banking and financial management tasks. One common...
Data Snapshot: Satisfaction with Primary FIs Is Plunging
Overall banking satisfaction among young adults has plummeted to 52%, falling from 64% since 2019. This trend—part of the Digital Banking Data Snapshot series—exposes shortcomings in digital banking, especially for credit unions and community ba...
Data Snapshot: The Definition of ‘Family’ Is Evolving
The percentage of unmarried cohabiting couples has skyrocketed in recent years, yet banking products and digital access and experiences still assume traditional household structures. This report—part of the Digital Banking Data Snapshot series—u...
Data Snapshot: The Nature of Work Is Changing
In these post-pandemic times, 38% of American professionals now engage in freelance work and must manage their complex financial lives with digital features and tools that are better suited for traditional employment. This report—part of the Dig...
Ongoing Onboarding: The Key to Deeper Customer Relationships
To deepen digital engagement beyond glance-and-go activities like reviewing balances, digital banking strategists must rethink how to onboard customers over the long haul. Javelin’s four-stage relationship deepening model maps out an ongoing onb...
1033 in Small Business Banking: Dig In or Go on the Offensive?
Banks with small-business customers face a choice as they comply with the consumer data-sharing dictates of Section 1033: check the regulatory box or go big, treating Section 1033 as a catalyst for transformation that extends these capabilities ...
2025 Digital Banking Trends
Join Mark Schwanhausser, Emmett Higdon, and Dylan Lerner as they delve into the trends shaping Digital Banking in 2025. From evolving customer expectations to groundbreaking innovations, discover what’s next for the industry and how to stay ahea...
Grading Today’s Chatbots: Persistent Shortcomings Limit a Mobile Necessity
Although 18 of the top 20 U.S. banks have a chatbot, they continue to fail at providing meaningful answers to customers beyond simple requests, significantly hindering their ability to become trusted customer service options. A Javelin Strategy ...
2025 Javelin Trends Webinars
Diving into the digital financial services trends and predictions our experts see coming in 2025.