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 Social Media ‘Finfluencers’ Wedge Between Banks and Gen Z Customers
Gen Z’s eagerness to turn to “finfluencers” on Snapchat, TikTok, Instagram, YouTube, and other social media puts mainstream financial institutions and lenders in an entirely new game that they are ill-prepared to win. While traditional instituti...
Reimagining Branch Appointments for Digital-First Customers
To increase the odds of connecting with customers in person when it matters most, innovative banks are rethinking how they position their branches within digital banking. One trend is to position branches as a place for financial planning and gu...
2024 Mobile Banking Scorecard
Javelin Strategy & Research’s 18th annual Mobile Banking Scorecard looks at what’s new, what’s interesting, and what’s baffling with the mobile banking apps of 20 of the largest U.S. financial institutions. We rank these institutions based on 23...
2024 Online Banking Scorecard
With consumers increasingly demanding a 1-2 combination of simplicity and safety, U.S. Bank won Best in Class status in the online banking edition of Javelin Strategy & Research’s industry-leading annual digital banking annual scorecards. U.S. B...
How to Help Car Buyers Break the Cycle of Debt
Javelin’s case study compares two starkly different car buyers—one who builds car payments into their monthly budget for life, the other who breaks the cycle of debt by keeping cars longer and turning payments into savings. The financial fates o...
Sunsetting Secure Messaging? Get These 5 Things Right First
Secure messaging is at a pivotal point as banks and credit unions make the switch to chatbots and live chat. Because customers are accustomed to secure messaging but expect instantaneous service, financial institutions must strategically balance...
Ongoing Onboarding: The Antidote for Disengaged, Unprofitable Customers
This report, sponsored by Digital Onboarding, Inc., maps out how banks and credit unions can use digital channels to provide best-in-class onboarding that leads to profitable primary financial institution relationships. The report was independen...
Generative AI in Small-Business Banking: The Race Is On
Generative AI is poised to revolutionize the way small businesses interact with their banks. But are financial institutions ready to seize the opportunity? Fintechs like Intuit, Block, and PayPal forge ahead with AI-powered tools designed to str...
Mobile Deposit: A Success Story With Three Caveats
In 2023, mobile deposit became the most frequent way consumers chose to deposit a check. It is by far the preferred deposit method, and it is a winner among younger consumers. Nonetheless, Javelin’s examination of mobile deposits at 20 of the la...
Ongoing Onboarding: The Antidote for Disengaged, Unprofitable Customers
Banks and credit unions have poured resources into the account opening journey to streamline the process from “Apply Now” to “Funds Accepted.” But it’s the onboarding process that comes afterward that will truly dictate whether new applicants wi...