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
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...
Pitching Personal Loans With Purpose
Personal loans are not viewed by borrowers as generic lines of credit but rather as ways to meaningfully advance their lives. Banks have an opportunity to position themselves as approachable lenders by presenting unsecured personal loans in cont...
CDs Have a Role to Play in Personal Finance but Lack Digital Support and Engagement
Certificates of deposit aren’t obsolete; they’re underleveraged. Although a quarter of banked consumers hold CDs, most banks treat them as static products with minimal digital support. That gap represents a major opportunity for digital banking ...
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...