Overview

Drawing on Javelin’s Digital Banking Maturity Path, this report provides a tactical and strategic roadmap to position a bank or credit union as a trusted adviser and long-lasting financial partner. The report identifies 36 principles that are essential to build satisfying, long-term banking relationships in six categories: 1) Ease of Use, 2) Security Empowerment, 3) Money Movement, 4) Financial Fitness, 5) Customer Service, and 6) Account Opening. In addition, the report maps out what to expect in 2018 as top FIs add to their online banking tool chests.

Key questions discussed in this report:

  • What are Javelin’s underlying principles that will enable FIs to evolve along the Digital Banking Maturity Path and that can serve as touchstones for digital banking strategists as they prioritize online investments?
  • What online banking features will provide an immediate impact in 2018?
  • What online features are top FIs most likely to add in 2018?

Companies Mentioned: Bank of America, Chase, Early Warning Services, PNC Bank, USAA, Wells Fargo, Zelle


Methodology

Consumer data in this report is based primarily on information collected in a panel of 10,768 consumers in an online survey conducted in July 2017. The margin of sampling error is ± 0.94% at the 95% confidence level. 


Book a Meeting with the Author

Related content

November 05, 2026
2027 Digital Banking Trends

Financial institutions enter 2027 confronted with a daunting competitive reality: Consumers increasingly turn to AI platforms for financial guidance before consulting their banks. ...

October 29, 2026
Consumers Are Asking AI About Money While Banks Remain Outside the Conversation

Nearly a third of consumers have asked a chat-based AI tool about their personal finances in the past 30 days. This indicates that a seismic shift in where consumers turn for finan...

September 29, 2026
Trends in Account Opening: Mobile Leads, but Seamless Channel Handoffs Close the Deal

Mobile remains the primary digital channel for account opening, but digital account opening is still far from a digital-only experience. Applicants continue to move among mobile, o...

Make informed decisions in a digital financial world

Let's Connect