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 COVID-19 Opens the Door to Video Banking
COVID-19 lockdowns have led consumers to search for alternatives to face-to-face interactions for different needs. For the first time, many have turned to video meetings for a range of tasks, including work meetings, calls with friends and famil...
Digital Engagement Lessons Learned from COVID-19
Response to the COVID-19 pandemic created a customer service crisis in banking: Branches were closed, call centers were jammed, and websites were overwhelmed with traffic. That meant that FIs could not easily meet the enormous volume of customer...
2020 Mobile Banking Scorecard: COVID-19 Affirms Smart Updates and Glaring Gaps
Javelin’s 14th annual Mobile Banking Scorecard evaluates 25 of the top U.S. financial institutions to identify the leaders in mobile banking.
2020 Online Banking Scorecard: The Slow March Along the Digital Banking Maturity Path
Javelin’s fifth annual Online Banking Scorecard evaluates 25 top U.S. financial institutions to identify the pacesetters in online banking. The report highlights 19 trends that are reshaping the industry and showcases innovations and best practi...
How Servicers Should Prepare for the End of COVID-19 Forbearances
More than 4 million mortgage borrowers have obtained forbearances since the federal CARES Act was passed to provide economic relief due to the COVID-19 pandemic. At approximately 8.53% of total servicing volume, the rate of mortgages in forbeara...
Why GSE Data Standards Matter for Digital Mortgage Innovation
This report details the capabilities of the UMDP assets. It also outlines strategies for mortgage companies to use these resources to improve their digital mortgage capabilities and provide a more engaging borrower experience.
2020 Canadian Digital Banking Scorecards
Javelin’s Canadian Digital Banking Scorecards supplement financial institutions’ digital strategy, competitive intelligence, and product planning with a rigorous evaluation of the digital experiences at the top seven Canadian financial instituti...
Closing Critical Gaps in Small-Business Digital Lending
This report analyzes the behavior and attitudes of small-business owners about applying for credit; explores offerings from leading banks, nonbank lenders, and vendors; and lays out a detailed series of industry best practices for tackling the s...
Digital New Normal Demands Both Technology and Touch
Historic market swings triggered by fears related to the Covid-19 outbreak have sent nervous investors scrambling for information, advice, and quick responses. State mandates and shelter-in-place orders have made face-to-face interactions diffic...
Surging Digital Demand: Turning Interest into Adoption
Join Javelin President Jacob Jegher and Digital Banking Director Emmett Higdon for a discussion on digital opportunities and priorities. Javelin will explore how top banks are responding, and provide recommendations on maximizing digital channel...