Research

To respond to a broader variety of customer needs in real time, most big banks have introduced a chatbot. In the past five years, chatbot availability in mobile banking from the 20 largest banks has more than doubled. The appeal of chatbots, fro...

By leveraging a traditional bank strength—building deep relationships with their customers—FIs can turn loan management into a series of touchpoints and interactions that not only boost engagement with a customer’s current loan but also set the ...

Gift cards remain consumers’ favorite present, and a wave of new laws is regulating the fraud, theft, and forgery of prepaid products. States are increasingly targeting criminals instead of card programs, while emerging rules around sports betti...

Cash may no longer be the center of consumer payments, but it is far from irrelevant. As digital payments gain share, consumers still depend on cash for access, certainty, budgeting, and immediate settlement—and ATMs remain the critical infrastr...

As businesses mature, they become more satisfied with their card acceptance providers, adopt increasingly sophisticated pricing models, and experience more frequent pricing changes. This report shows the importance of aligning pricing strategies...

Credit cards are measured very differently depending on who is doing the measuring. A cardholder may focus on fees and rewards, while portfolio managers, investors, risk executives, and regulators each rely on differing sets of metrics to evalua...

Pay-by-bank has real momentum, but consumers still need clear rewards, familiar use cases, and practical value before it becomes a mainstream payment habit.

PCI DSS has undergone continual revision since its inception over 20 years ago. In 2025, PCI expanded horizontally with the advent of version 4.0, which looks at all aspects of an enterprise’s data security health. The latest version has increas...

For the third consecutive year, U.S. Bank has claimed the top spot in the Javelin Strategy & Research Mobile Banking Scorecard, narrowly edging competitors Bank of America and Truist in this benchmarking of the top 20 U.S. banks by assets. Javel...

Truist, which reached the leaderboard of the Javelin Strategy & Research Online Banking Scorecard for the first time in 2025, has ascended to the top spot in the year’s version. Through broad based improvement across the digital experience, Trui...