PYMNTS

JUNE 8, 2020

PYMNTS’ June 2020 B2B API Tracker® done in collaboration with Red Hat , observes that recent rapid adoption trends for APIs among banks and financial institutions (FIs) indicate a wolf at the door (Big Tech, challengers), but more so, the realization that customer experience (CX) is the new currency. Cloud Havens and Changing Keys.

Security 130

Security Policies Fraud System 130

PYMNTS

MARCH 13, 2019

Additionally, as many as 46 percent expect to see better customer experiences. And it is customer experience that has spurred 56 percent of companies to embrace open banking , with 53 percent citing the need to be innovative and competitive across financial services.

Study 155

Study Customer Experience Fintech Survey 155

PYMNTS

OCTOBER 16, 2020

Going straight to the heart of the matter, PYMNTS’ October Digital Identity Tracker® , done in collaboration with Jumio , states that “consumers’ growing digital habits are prompting many digital identity solution providers to view verification as part of the consumer engagement process as well as a means to ensure security and privacy.”.

Security 189

Security Knowledge Base Customer Experience Retail 189

Cisco

MAY 29, 2019

In retail banking, it’s clear customer experience matters, and the stakes have never been higher. Study after study confirms the importance of providing personalized, integrated experiences for satisfaction and retention of financial services customers.

Customer Experience 48

Customer Experience Retail San Diego Study 48

PYMNTS

JANUARY 13, 2021

Experts predicted that up to $190 billion would be spent online this year, a 35.8 The prevalence of online commerce opens new doors for digital fraud, however, both from career fraudsters and opportunistic customers. Phishing scams were on the rise all year, while a survey of online shoppers found that 40.3

Fraud 189

Fraud Analytics Data Retail 189

PYMNTS

OCTOBER 13, 2020

A recent study of North American and European consumers found that 92 percent expect their digital transactions to be safe, streamlined and convenient, for example. This finding puts greater pressure on eTailers to detect if such fraud is at play and to safeguard customer card data.

Report 174

Report Fraud Tools Security 174

PYMNTS

AUGUST 11, 2020

These customers want to be able to complete their transactions as quickly as possible, meaning the onboarding process must be swift and seamless to ensure they do not abandon it for faster competitors. To learn more about how slow or piecemeal address verification can cause frictions in the consumer experience, visit the Tracker’s Deep Dive.

Report 247

Report Guam Hawaii Security 247

PYMNTS

SEPTEMBER 22, 2020

One recent study estimated that roughly 44 million Americans would tap food delivery apps by the end of this year, up from 38 million in 2019, and another survey predicted that the number of smartphone delivery app users will climb 25.2 It also analyzes how focusing on the customer experience can help prevent such fraud in the first place.

Fraud 255

Fraud Mobile Tools Study 255

PYMNTS

SEPTEMBER 15, 2020

They must reassure customers they are safe from viral contagion in sharing economy spaces while ensuring their personal data is secure from rising incidents of fraud. Payments providers are seeking more secure and compliant ways of onboarding and authenticating customers to help deter online fraud.

Report 206

Report Los Angeles Fraud Utah 206

PYMNTS

NOVEMBER 2, 2020

In years to come, it’ll be hard to find anything as studied and surveyed as COVID-19’s effects on commerce. As PYMNTS noted in the Pandenomics report in early October, “the biggest change of all will likely be the share of consumers shopping for groceries online. Our research shows that 85.3 Payments Innovation Leads the Way .

Study 205

Study Cards Payments Innovation 205

PYMNTS

SEPTEMBER 12, 2016

A study by Dotcom Distribution, a logistics and fulfillment firm, found that close to 90 percent of online shoppers consider delivery times central to their decision to shop with an eCommerce brand in the future. Fulfillment and a coveted unboxing experience is a huge part of that.”. Those consumers sure are demanding.

Branding 100

Branding Security Survey Retail 100

PYMNTS

APRIL 15, 2020

Customers of Microsoft can access digital purchase receipts through Canadian tech services firm Ethoca , a subsidiary of Mastercard , and its partnerships with a growing matrix of banks. Ethoca’s Digital Receipts service offers transparency about online purchases to make it easier for people to keep track of what they buy.

Fraud 167

Fraud Cards Tools Online 167

PYMNTS

DECEMBER 21, 2020

As the new Tracker states, “eateries are turning to online and mobile ordering as well as delivery to stay afloat, with online order volume from food chains spiking by 225 percent since the pandemic began. As the Tracker notes, a recent data breach of a mobile order-ahead app leaked 2.8 million accounts onto the dark web.

Mobile 151

Mobile Fraud Policies Study 151

PYMNTS

DECEMBER 11, 2019

Consumers are beginning to express more preferences regarding their buying and selling experiences on online marketplaces, which are seeing an increased amount of competition in the market as they attempt to hold onto their customer bases. About The Playbook.

Marketing 132

Marketing Millennials social media Case Study 132

PYMNTS

JULY 1, 2020

“Banks are spending approximately 15 percent of their yearly operating budgets on technology upgrades, according to one study, and there has been an increase in partnerships between third-party cloud technology providers and global FIs eager to enhance their online platforms.

System 268

System Digital Banking Tools User Experience 268

PYMNTS

JUNE 17, 2020

With its new importance as a revenue stream, mobile ordering is driven in part by reviews and the exchange of customer data. Where you find customer data, you also find cybercrooks. Securing Social for the MOA Future. A Fraudster’s Feast. Those chargebacks can lead to fees and expensive dispute monitoring programs.

Tools 141

Tools social media Fraud Mobile 141

PYMNTS

AUGUST 23, 2019

Online marketplaces for everything from retail goods to travel services to hospitality need to ensure a quick and easy way for both buyers and sellers to transact with each other— or risk losing both sides to a waiting host of competitors. To learn more about how thredUP is using AI to compete, visit the Playbook’s case study.

Millennials 165

Millennials Trends Meeting social media 165

PYMNTS

MARCH 3, 2020

Mobile and online banking’s prevalence has reduced physical branches’ importance, but these brick-and-mortar establishments are still vital to customers’ financial lives. A recent study found that 75 percent of this generation’s members visit financial institutions (FIs) at least once per month.

ATM 151

ATM Fraud Study Regional 151

PYMNTS

NOVEMBER 16, 2020

This development is fitting, considering the degree to which commerce has shifted online since the pandemic. Thankfully, these daunting hurdles are being overcome with more flexible infrastructures that make it easier to actually put [the] customer experience first.”. told PYMNTS. More than three-quarters of U.S.

Cards 239

Cards Payments Innovation Customer Experience 239

PYMNTS

DECEMBER 27, 2018

As seen in 2018 , new questions emerged over small businesses’ trust in open banking, corporate awareness of what it means, and how financial institutions will continue to manage security of the data as it moves between systems. The top trends in the payments industry all have customer experience as the biggest driver for payments.

Customer Experience 191

Customer Experience Survey Trends Data 191

FICO

JULY 11, 2018

42 percent of consumers in Australia and 40 percent of consumers in New Zealand indicated they would like to apply for their next automotive loan online. These were the surprising results of our first global survey on consumers’ automotive finance experience. Read the full Australian media release.

Online 45

Online Survey Comparison Lending 45

PYMNTS

OCTOBER 6, 2016

“As noted in Psychology Today and numerous studies of shoppers, fear affects shopper behavior,” Andrew McQuilkin, international chairman of the Retail Design Institute and retail market leader at BHDP Architecture , wrote in an online opinion piece recently.

Retail 166

Retail Study Security Online 166

PYMNTS

JUNE 13, 2019

According to the Digital Fraud Tracker , one-quarter of malware specifically targets FIs, and over 5 percent of online retail revenue is now lost to fraud. The rise of online banking has provided a host of opportunities for fraudsters. Any measure of security introduces friction. Fraud doesn’t impact all industries equally.

Fraud 110

Fraud Security Retail Tools 110

PYMNTS

DECEMBER 24, 2020

And while the shift to digital in grocery wasn’t premised on quite the same type of necessity seen in restaurants, consumer’s pressing concerns about their safety combined with the increased convenience of digital shopping have pushed the grocery game online in heretofore unseen ways. Shake Shack Head of Digital Experiences Steph So.

Study 206

Study Industry United States Innovation 206

PYMNTS

AUGUST 8, 2019

Verifying Digital Identity In The Sharing Economy Report , based on a survey of American sharing economy participants, in the rush to onboard new users, making the customer experience more simple could be making security more vulnerable. In order to grow, users need to feel secure about the people they do business with.

Security 108

Security Survey Customer Experience System 108

PYMNTS

SEPTEMBER 16, 2019

Online merchants could collectively lose approximately $57 billion in 2020 due to SCA adjustments. One of the challenges yet to be faced is that only 25 percent of online merchants are aware of SCA, making compliance tricky for the remaining 75 percent. Biometrics also have the advantage of simplifying customer experiences.

Technology 116

Technology Customer Experience Cards Regulation 116

Accenture

JUNE 16, 2017

The headline findings from our study suggest that this investment is justified, with fully two-thirds of all UK customers and 74 percent of millennials saying they’d be willing to receive entirely computer-generated advice on relatively simple decisions such as which type of bank account to open (see Figure 1).

Millennials 186

Millennials Maine Study Security 186

PYMNTS

NOVEMBER 8, 2019

The real authentication struggle lies with the region’s payment service providers (PSPs), however, which must craft solutions that both comply with the standard and ensure end customers’ experiences remain convenient, quick and satisfying. SCA mandates authentication changes for nearly all of the region’s online payment processes.

Compliance 101

Compliance Online Fraud Regulation 101

Accenture

OCTOBER 18, 2019

Whilst thinking about it, I recently read the outputs of an in-depth research study of C-Level banking executives conducted by my colleagues in our Customer Insight and Growth practice. So, what should banks do to harness technical innovation and optimise the customer experience? Take ownership of ecosystem security.

Apple 152

Apple Examples Customer Experience Analytics 152

PYMNTS

JUNE 12, 2019

LISNR Case Study. The basic idea behind LISNR is to send data securely via audio. Or, as Ostoich put it during the PYMNTS interview, “LISNR enables merchants to mimic an NFC-like experience with a potentially more favorable fee structure, as LISNR continues to be positioned as a card present alternative.” Customer Journey.

Innovation 192

Innovation Retail Metro Case Study 192

Abrigo

MAY 5, 2017

What business borrowers want Steven Martin, vice president at Sageworks, said the latest survey of small business borrowers reinforces results of previous research studies showing that borrowers want not only a good deal but also ease of application, speed and transparency in the decision-making process.

Survey 150

Survey Online Lending Taxes 150

Accenture

JUNE 16, 2017

The headline findings from our study suggest that this investment is justified, with fully two-thirds of all UK customers and 74 percent of millennials saying they’d be willing to receive entirely computer-generated advice on relatively simple decisions such as which type of bank account to open (see Figure 1).

Millennials 150

Millennials Maine Study Security 150

Gonzobanker

JANUARY 17, 2020

In the soon to be released What’s Going On In Banking study, Cornerstone ’s Ron Shevlin shows that both bank and credit union execs are most fearful of big tech (Amazon Prime, Venmo, Apple Card) primarily because of their great data reach and ability to drive customer experience. This must change from the top.

Customer Experience 127

Customer Experience Fintech Regional Cards 127

PYMNTS

JUNE 29, 2020

Consumers are leaning heavily on digital banking tools during the pandemic, and studies suggest that they will continue to do so in its wake. Running on the cloud also enables FIs to craft innovative services tailored to customers’ needs, she said, as banks can use the technology to test and scale solutions without straining their networks.

Mobile 174

Mobile Digital Banking System Innovation 174

PYMNTS

APRIL 30, 2020

Online transactions are more important than ever amid the coronavirus pandemic, which has consumers following stay-at-home directives and merchants shifting commerce online after temporarily closing their in-person operations. as consumers there tend to make 90 percent of their online purchases via this method.

Payments 131

Payments Cards Resources Online 131

ZootBlog

MARCH 29, 2016

It is well known that silos have long prevented banks from achieving the ideal customer experience, because they create a fragmented user experience. Banks are already their customers’ channel of choice in many ways, but they need to evolve to better meet consumer preferences as these mini-silos suggest.

Fintech 60

Fintech Customer Experience Mobile Security 60

PYMNTS

AUGUST 17, 2017

While one day a teen may be into shopping strictly online, another day may see an offline preferred experience or a mixture of both, and retailers must be at the ready to transform engagement efforts at any given time. It turns out that retailers geared toward this younger demographic are having a tough time engaging them online.

Retail 127

Retail social media Online Mobile 127