Digital Banking

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Digital Banking Research

Reports

Why Digital Banking Often Fails to Reduce Offline Volume: Education and Contextual Support Needed to Overcome Offline Inertia

As digital banking capabilities have expanded, consumer adoption of online and mobile channels has continued to climb. Surprisingly, consumer use of traditional banking channels — branch, ATM, call center — has dropped little. 

The Credit Needs of Small Businesses: Can Banks Beat Nonbanks at Their Own Game?

The market for small business credit has exploded since the Great Recession, with various nonbank lenders using innovative credit decision making, digital applications, and marketing practices to carve out a large market of business borrowers pr...

Marketing Paper Statement Turnoff: Why “Now” is the Time for a Refreshed Push for Digital Statement

The time is ripe to push digital statements aggressively. A decade ago when digital banking was new — notably, the iPhone had just been introduced — financial institutions cautiously asked customers to volunteer to turn off paper statements for ...

2017 Mobile Banking Scorecard: Security, Service, and Support Keys to a Better Standalone Experience

Javelin’s annual Mobile Banking Scorecard analyzes how well the nation’s top 28 retail banks and credit unions are keeping pace. The Scorecard examines more than 150 features of mobile banking apps in six key areas: ease of use, security empower...

2017 Online Banking Scorecard: Prioritize Features That Deliver Financial Control and Build Trust

Javelin’s Online Banking Scorecard identifies features that will enable financial institutions to achieve two strategic goals: 1) to serve as their customers’ primary FI for transactions, and 2) to build a trusting, advisory relationship that le...

Rethinking the Role of the Small Business Banker in a Digital World

This report examines how small business bankers are interacting with customers today, their effect on the value of the relationship, and the role they should play in transitioning business owners to a digital servicing model where the bank remai...

Financial Innovation Frontiers

AARP retained Javelin Strategy & Research in November 2016 to conduct a comprehensive independent study of the financial needs and behaviors of U.S. consumers 50 and older. This whitepaper follows two AARP projects--"Health Innovation Frontiers"...

Digital Bill Pay in the United States: Mobility, P2P, and On-the-Go Demands Put Industry at a Crossroads

Americans paid about $4.1 trillion in 2016 to settle 13 common bills that form the foundation of day-to-day living and a typical borrowing relationship — and digital payments accounted for 73% of the dollar volume. The continuing decline in mail...

Digital Account Opening in Small Business Banking

As small business owners become accustomed to more personalized and contextual digital experiences — whether from their consumer bank or from outside the financial industry — demand for more streamlined digital and omnichannel capabilities will ...

Banking Bots: Necessity or Nice to Have?

More than 40% of digital bankers still visit a branch or reach out to their bank’s call center each month seeking help with questions or problems. Banks are increasingly turning to artificial intelligence and chat bots to meet this demand for re...

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