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
How to Turn Push Notifications into a Powerful Engagement Tool in Business Banking
Push notifications represent a missed opportunity in business banking. They have the potential to be one of the most direct and immediate ways for banks to engage with their customers, yet most banks use them as a simple reporting tool. This rep...
Mobile Banking Innovations: UK Lessons for U.S. Banks
Javelin’s review of mobile banking apps from a major retail bank and two neobanks in the United Kingdom illustrates ways that U.S. banks and credit unions can improve digital experiences to:
Money Movement Hubs: Boosting the Value of FIs’ Most Commoditized Features
Javelin’s analysis of six top U.S. banks assesses their progress in developing dynamic money movement hubs that enable customers to manage payments, forecast cash flow, and weigh options that include transfers, bill pay, Zelle, wires, mobile dep...
Managing Debt Wisely: An Untapped Opportunity for Digital Banking Engagement
Although most consumers carry some form of debt, Javelin’s examination of digital banking at large U.S. banks shows that traditional financial institutions generally do not treat debt management as an opportunity to engage customers and build tr...
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...