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
Raising the Ceiling: How Banks Can Retain Business Customers As They Grow
Small businesses are developing more sophisticated financial needs earlier in their growth, but traditional banking models still force them into a choice between small business and commercial platforms. Banks and credit unions have an emerging o...
Humans in the Loop: Chatbots Are More Effective When Customers Know Agents Are Standing By
To respond to a broader variety of customer needs in real time, most big banks have introduced a chatbot. In the past five years, chatbot availability in mobile banking from the 20 largest banks has more than doubled. The appeal of chatbots, fro...
Building the LMS for Lifecycle Lending: How a Strategic Shift in Servicing Wins Today—And Tomorrow
By leveraging a traditional bank strength—building deep relationships with their customers—FIs can turn loan management into a series of touchpoints and interactions that not only boost engagement with a customer’s current loan but also set the ...
2026 Mobile Banking Scorecard
For the third consecutive year, U.S. Bank has claimed the top spot in the Javelin Strategy & Research Mobile Banking Scorecard, narrowly edging competitors Bank of America and Truist in this benchmarking of the top 20 U.S. banks by assets. Javel...
2026 Online Banking Scorecard
Truist, which reached the leaderboard of the Javelin Strategy & Research Online Banking Scorecard for the first time in 2025, has ascended to the top spot in the year’s version. Through broad based improvement across the digital experience, Trui...
The Small Business Cross-Border Payments Opportunity
Cross-border payments are not just the domain of multinational corporations. Small businesses routinely buy inventory overseas, pay international contractors and service vendors, sell through global marketplaces, and serve customers around the w...
2026 Canadian Digital Banking Scorecard
Canadian banks still control the majority of consumers’ primary digital banking relationships, but the margin for error is shrinking. CIBC emerged as the strongest all-around performer in Javelin’s 2026 Canadian Digital Banking Scorecard in the ...
How to Turn Mobile Banking Activity Into Meaningful Digital Engagement
Banks that connect features to meaningful customer outcomes in mobile banking can turn routine app visits into deeper, more valuable relationships. Financial institutions are challenged to increase feature adoption, improve discoverability, buil...
The Shift to Tech Companies Continues, but Banks Still Hold the Advantage
Fintechs and tech giants have become deeply embedded in the operations of small businesses, capturing incoming and outgoing payments, lending and more, and steadily pulling engagement away from traditional financial institutions. Yet the signal ...
Better Bank Switching: 3 Digital Priorities on the Path to Primacy
The complexion of bank switching has changed in the past decade, and customer stickiness is a harder factor to lock in. FIs need to take a broader view of what makes a successful bank switch and push to gain share of the customer’s wallet and mi...