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
What Lenders Can Learn from Fintech Chatbots
Javelin’s diagnostic analysis of AI-powered consumer-facing chatbots for 11 fintechs, non-bank lenders, and retail banks found that retail FIs consistently fail to provide personalized information and recommendations to prospective borrowers. Th...
The Invoicing Gap: How Small Businesses Get Paid, and Why Banks Are Missing Out
Invoicing is one of the most fundamental workflows in running a small business, sitting at the center of getting paid, managing cash flow, and maintaining customer relationships. Yet the landscape remains fragmented and inefficient. Most busines...
How to Make Bank Websites a Better Place to Learn, Shop, and Buy
Javelin Strategy & Research’s analysis of online public websites for five leading FIs—Ally, Bank of America, Chase, Chime, and U.S. Bank—indicates that shopping for a financial product is a do-it-yourself process even as the help-me-do-it era da...
2026 Digital Banking Trends
This will be a year in which the industry’s attempts to add investing capabilities, boost digital sales, and simplify money movement will expose deep digital weaknesses and challenges. The well-intentioned efforts will underscore the need for di...
2026 Digital Lending Trends
The expectation of interest rate cuts in 2026 will trigger a historic game of catch-up for tradition-bound lenders that have failed to keep pace with savvy FIs and “refi-ready” fintechs that have honed AI-powered advice-driven chatbots and inves...
2026 Small Business Banking Trends
Small businesses have always straddled two worlds. They expect the simplicity of consumer banking but often need the personalization and sophistication of corporate solutions. A turning point is coming in 2026 as FIs seek to deliver that balance...
How Customers Really Feel about Alerts: They’re Annoyed
Javelin’s analysis of verbatim comments from more than 1,000 U.S. customers with modest to low satisfaction with alerts sends a clear message that these communications from financial institutions are subpar. These customers remain unaware of ale...
From Fees to Value: How Digital Banking Can Monetize What Matters
Digital banking is under increasing pressure to deliver revenue, not just convenience. Monetization strategies must evolve beyond the narrow mindset that monetization means simply charging fees and instead focus on creating long-term value by de...
Student-Loan Debt and Anxiety: How Fintechs are Beating Banks
For banks and credit unions that seek to connect with young consumers, providing financial advice about student loan debt is a natural conversation starter that can establish long-term advisory relationships. But FIs generally do not treat debt ...
CSI’s Acquisition of Apiture Creates a Formidable Full-Stack Player
CSI’s acquisition of Apiture in August is a game-changer for a company that has long been a trusted provider of core banking for community banks. CSI is positioned to gain a market-leading, API-first digital banking solution that will open doors...