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
Mobile-First Banking Has Mass-Market Appeal
The term mobile-first, coined to describe a responsive design philosophy, has come to embody a strategic belief that smartphones are the primary means of reaching financial customers today. As the complexity of most mobile banking apps has incre...
Satisfaction in Small Business Banking: Bank Switching and Share of Wallet Implications
In this report, Javelin examines business owner perceptions about various aspects of customer experience at their primary bank, attitudes about online and mobile banking features, and effects of improving satisfaction – and mitigating dissatisfa...
Impact Note: Enhanced Card Controls Help Banks Deliver Mobile Payments Portal
With the growing consumer adoption of mobile wallets from Apple, Google, and Samsung, as well as dozens of merchant wallet offers from the likes of Starbucks and Walmart, bank customers have grown comfortable sharing their payment card details i...
Building the Value of Small Business Credit Cards
This report explores that dichotomy in the small business credit card market and enumerates approaches that issuers can use to detail a unique value proposition for small firms encompassing both the feature-rich credit card options that support ...
Building Engagement Through Digital Bill Pay in Small Business Banking
This report examines the bill pay habits and attitudes of small business owners, and explores how bankers can design a bill payment offering within their online and mobile banking platform that will increase customer engagement and help banks se...
Credit Scores in Digital Banking: How to Help Customers Become Better Borrowers
Free credit scores have become a trendy digital banking bauble. But banks and credit unions can go further by augmenting and integrating digital tools that can play a daily role in coaching customers not only about how credit works in general, b...
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.
Digital Lending Fraud
In this report, Javelin explores how these issues have come to unfold and the steps that lenders must take if they want to effectively resist this growing epidemic of digital lending fraud.
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 ...