AI Innovation

Inside the Playbook
  • 63.6 percent: Share of FIs believe that believe AI is an effective tool for stopping fraud before it happens.
  • 80 percent: Portion of AI-using fraud specialists that believe the technology could reduce payments fraud.
  • 63.9 percent: Share of fraud specialists that believe smart agents could reduce payments fraud.
AI Innovation directory


Inside the March study:
  • 34.2 percent: Share of consumers who would be “very” or “extremely” likely to use or already use bank-like services from PayPal
  • 11.1 percent: Portion of digital bank customers who say ATM services are the most important services banks can provide
  • 70.9 percent: Share of national bank customers who believe banks must provide loans
AskPYMNTS directory


  • 34 percent of companies say their use of ePayables will increase in the next three years.
  • More than 35 percent of companies earning more than $1 billion per year have already adopted accounts payable automation.
  • 61 percent of businesses say that Real-Time Payments would improve their payroll operations.

Beyond The Card: Innovating The Next Generation Of Credit Solutions

Key data points in the report include:
  • $4.8 trillion: Estimated worldwide volume of card-based online commerce sales in 2020
  • 59.3 percent: Share of smartphone owners who use credit card apps as the primary means of managing their accounts
  • 22 percent: Portion of U.S. households that lack access to conventional bank financing
Beyond The Card: Innovating The Next Generation Of Credit Solutions directory

Bridging The Gap: Mobile Card App Adoption Report

Inside the December 2019 report:
  • 102 million U.S. consumers have downloaded mobile card apps
  • 19.2 percent of app users cite fingerprint login as the most important in-app feature
  • 70.1 percent of consumers use mobile card apps to better manage their accounts
Bridging The Gap: Mobile Card App Adoption Report directory

Building A Better App

Inside the July report:

51.5 percent: Share of credit-centric revolvers that are highly interested in downloading a prototypical “better app”

65.8 percent: Portion of debit-centric consumers that want card apps to offer easier account management

39.5 percent: Share of credit-centric revolvers that would consider switching FIs to obtain better card apps

Building A Better App directory

Building A Better App

Inside the June Report
  • 77.2 percent: Share of consumers likely to switch FIs for better apps that are interested in spending insight features
  • 54.8 percent: Portion of regular card app users that are interested in payment plan features
  • 63.9 percent: Share of cardholders likely to switch FIs that would be highly interested in downloading a second stand-alone card app
Building A Better App directory

Buy Button

Inside the February Study:
  • $79.5M: Median annual revenue of retail sites that provide buy buttons with optional profiles
  • 26.1 percent: Average year-over-year increase in web sales revenue on sites providing the Apple Pay button
  • 95.7 percent: Share of health and beauty retail sites providing at least one buy button
Buy Button directory

Checkout Conversion Index

Inside the February Study:
  • 54.6: Average CCI score on a scale of 0 to 100
  • 144 seconds: Average time needed to complete an online checkout
  • $97.8B: Sales put at risk due to checkout friction in Q4 2020
Checkout Conversion Index directory

Commerce Connected

Inside the Playbook
  • The latest news in the grocery space, including why grocers such as Walmart are improving their support for online EBT and SNAP payments
  • An interview with both John Ross, president and CEO of the Independent Grocers Alliances, as well as Jacki Snyder, senior director for UNFI Payment Services at grocery wholesaler and services provider UNFI, regarding how the grocery industry must innovate online and in-store shopping both during and after the pandemic
  • A Deep Dive exploring the way consumers are using delivery services for their groceries and explaining how grocers must adapt their omnichannel offerings to meet their customers’ needs
Commerce Connected directory

Connected Consumer

  • Millennials make an average of 19.3 purchases every year
  • 25 percent of the Bridge Millennials that buy online prefer Amazon
  • 50 percent of consumers preferred omnichannel shopping experiences
Connected Consumer directory

Consumer-Centric Authentication

Inside the March Study:
  • 80.4 percent: Share of banking app users who are “very” or “extremely” trusting of their FIs
  • 76.5 percent: Portion of banking app users who are satisfied with app features, on average
  • 35.9 percent: Share of banking app users from the millennial generation
Consumer-Centric Authentication directory

Credit Union Innovation

Inside the July Playbook:
  • 91 percent: Share of CUs “very” or “extremely” interested in card-issuing innovation
  • $2.7B: decrease in consumer expenditure between January and April
  • 29 percent: Portion of CUs “very” or “extremely” interested in developing virtual cards
Credit Union Innovation directory

The Cross-Border Merchant Friction Index

Inside the June study:
  • 93.5 percent: Share of eBook merchants providing mobile-optimized sites
  • 62.2 percent: Portion of European sites utilizing IP recognition technology
  • 51.9 percent: Share of B2B merchants requiring profiles to complete checkout
The Cross-Border Merchant Friction Index directory


  • More than 50 percent of consumers now shop contextually
  • Approximately 1 billion devices now support Google Assistant
  • Tyler Cooper, CEO of TheTake.AI, talks about what’s slowing contextual commerce’s growth and how AI can speed it up

Digital Drive

Inside the January study:
  • 53.3 percent: Share of consumers who use voice assistants to connect while driving
  • 47.2 percent: Portion of commuters using connected devices while driving who say they are most interested in using them to find gas stations
  • 36.6 percent: Share of commuters who use voice assistants connect to the internet via mobile devices
Digital Drive directory

Digital Identity Lifestyle Capsule

Inside the March capsule:
  • 71.2 percent: Portion of both financial services and eCommerce customers who expressed satisfaction with being required to provide passwords and codes for authentication
  • 100 percent: Share of surveyed healthcare consumers expressed satisfaction with providing identification documents at physical locations
  • 91.1 percent: Portion of eCommerce consumers who were required to provide email addresses when creating online accounts
Digital Identity Lifestyle Capsule directory

Digital Payments In A Digital World

Inside the June Playbook
  • An interview with Lisa Brubaker, executive vice president and chief technology officer for Delaware-based community bank WSFS BANK, on how technologies such as mobile messaging and QR codes can help enhance customer loyalty
  • News and trends surrounding the latest developments in payments, including how KeyBank is revamping its digital platforms to weather the COVID-19 pandemic
  • A Deep Dive analyzing how the pandemic has impacted the ways consumers use digital banking services and how this shift will affect the future development of these tools
Digital Payments In A Digital World directory

Disbursement Satisfaction

Inside the August study:
  • 8 percent: Share of micro businesses that can access their payments instantly
  • 80 percent: Portion of payors who say they allow their payees to choose how they are paid
  • 36 percent: Share of millennials who say they would be more likely to continue a business relationship if the payor provided a voice-enabled disbursement experience
Disbursement Satisfaction directory


Inside the OCTOBER Study
  • Grocery or food at home products make up 20 percent of all consumer retail spending
  • Cost, convenience and choice of product are the three most important factors for consumers when choosing a grocery retailer
  • The average customer spends more than $4,000 a year on food and makes over 40 visits to grocery stores each year

Financial Invisibles Report

  • 67.6 percent: Share of consumers who were able to pay all their bills on time in Q3 2018
  • $60.4K: Average annual income of consumers who got a loan from their family or friends to pay off debt in Q3 2018
  • 20.8 percent: Share of consumers who were either “very” or “extremely” interested in financial education in Q3 2018
Financial Invisibles Report directory

Gig Economy

Notable findings in the Q4 edition include the following:
  • 38.4 percent: Share of non-seasonal gig workers
  • 38.2 percent: Share  of gig workers were paid via direct deposit
  • 19.4 percent: Share of gig workers were not employed outside the gig economy
Gig Economy directory

Global Cash Index

Inside the Study:
  • 60 percent: Portion of South Africa’s GDP accounted for by cash share.
  • 12 percent: Expected increase in the Middle East’s overall DFP between 2016 and 2021
  • 60 percent: Share of adults in Turkey who possess bank accounts
Global Cash Index directory


  • 45 percent: Increase in account takeovers in Q2 2017
  • $3.3 billion: Amount lost by merchants to account takeovers in Q2 2017
  • $57.8 billion: Value of potential fraud in the eight industries studied by the Index
GLOBAL FRAUD directory

Global Payments Innovation

Global Payments Innovation Study
  • $10 billion: Value saved in digitized deposits via the Aadhaar payment app in the last three years
  • $600 million: Amount Alibaba invested in AI company SenseTime
  • 34: Number of countries participating in the SCT Inst scheme
Global Payments Innovation directory


  • 90.7 percent of patients said they can pay off their payment plan in full, either early or by following the plan schedule
  • 89.8 percent of respondents said they would be willing to consider using a payment plan in the future, doubling the current rate of usage
  • Patients who did not pay their debt and had no plans to do so faced the highest out-of-pocket average of $758

How Consumers Pay For Elective Medical Procedures

Key Findings Inside The Report Include
  • 9 percent: Share of consumers who considered elective care but opted out because they could not afford it
  • $18.4 billion: Potential revenue for healthcare providers to gain by offering payment plans for cosmetic surgery
  • 9 percent: Share of consumers who paid for at least one elective procedure in the past six months whose cost significantly applied to their deductible
How Consumers Pay For Elective Medical Procedures directory

Innovating B2B Retail Payments

Inside the March study:
  • 70.3 percent: Share of businesses that do not regularly use instant payments platforms that frequently experience cash shortfalls
  • $10.08: Average cost of processing a single paper invoice
  • 45.1 percent: Portion of businesses that collect data on suppliers’ past performances during the on boarding process
Innovating B2B Retail Payments directory

Innovating Order to Cash

Inside the December Playbook
  • Traci Leffel, director of finance at Rocket Industrial, explains how O2C solutions can give distributors peace of mind when addressing clients’ unique payment needs
  • A use case from a North American landscaping supplier that highlights how O2C tools enable landscapers and contractors to focus on their work, preventing suppliers from having to collect outstanding payments
  • A Deep Dive examining how O2C solutions are changing customer onboarding and enhancing operations through seamless integrations with various internal systems
Innovating Order to Cash directory

Innovation Readiness

Inside the September report:
  • 19.7 percent: share of FIs that lack effective core processing and IT systems
  • 12.5 percent: portion of bottom-performing FIs with both effective IT and core systems
  • 36.8 percent: share of FIs lacking effective core processing and IT systems that view inflexible technology as an impediment
Innovation Readiness directory

Kiosk and Retail

  • More than $1 billion worth of kiosks were ordered in 2015
  • 1,000 new food and beverage kiosks were installed in 2016
  • Food and Beverage kiosks produced $218 million in 2016
Kiosk and Retail directory

Luxury Travel

Key findings in the study include:
  • 13.6 percent of luxury vacation consumers are adventure travelers who enjoy activities like heli-skiing, mountaineering, taking charter flights, riding in helicopters or exploring exotic places like Machu Picchu.
  • 50.7 percent of survey respondents pointed to luxury vacations’ costs as a key factor derailing their abilities to pursue such trips.
  • 59.7 percent of adventure vacation travelers and 56.7 percent of luxury vacation travelers said they would take more trips if they had access to innovative payment solutions that enabled multiple participants to contribute funds, make recurring payments or track payments, among other features.
Luxury Travel directory

Making Instant Pay Global

Inside the Playbook
  • Public utility firm PG&E on the challenges of accepting cash payments while innovating digital payments infrastructures
  • eCommerce platform SeatGeek on how Brexit is affecting its payments strategy and global expansion plans
  • Scooter rental platform Lime on the importance of localizing payments as it expands to new markets
Making Instant Pay Global directory

Mobile Card Services

Inside the Playbook
  • 50.5 percent: Share of consumers who are unaware of MCS
  • 67.8 percent: Portion of consumers who are interested in MCS and who would like to receive text alerts when their cards are used
  • 79.6 percent: Portion of MCS-interested respondents who are “very” or “extremely” interested in receiving alerts when cards shared with children are used
Mobile Card Services directory

Omni Security and Authentication

Inside this NOVEMBER Study
  • Shamoun Siddiqui, vice president and chief information security officer at Neiman Marcus, on the challenges and benefits of using AI and ML to curb cybercrime
  • A Deep Dive exploring how retailers are using 3D Secure 2.0 and other tools to safeguard consumers from retail fraud
  • Notable headlines from around the space, including news on recent security breaches and the latest security debuts
Omni Security and Authentication directory


  • 61 percent of large-format store shoppers and 54 percent of those at small-format stores said they shopped at brick-and-mortar locations about as often as they had in past years.
  • Brick & Mortar Consumers were the most satisfied, giving merchants an average omnichannel satisfaction score of 37.2 out of 100,. By comparison, Any-Channel Consumers gave a score of 36.2 out of 100 and Digital Consumers awarded merchants just 35.8 out of 100.
  • Purchase history capabilities were some of the most popular among shoppers who had tried various features, as 16.7 percent of those buying medications, 15 percent of those purchasing beauty services and 8.2 percent of those buying beauty products said the features were “Very Good” or “Excellent.”
OMNI USAGE directory

Pay Advances

Key Findings in the Study Include:
  • 66.8 percent: Share of paycheck-to-paycheck gig workers who would consider switching to platforms that offer pay advances
  • 53.4 percent: Portion of paycheck-to-paycheck workers who would use pay advances to cover bills and expenses
  • 48.5 percent: Segment of paycheck-to-paycheck workers who believe pay advances would provide greater financial flexibility
Pay Advances directory

Payables Friction

Inside the September study:
  • 73.7 percent: Portion of firms that process more than 20,000 invoices per year plan to implement invoice receipt innovation
  • 11.6 days: Average time firms processing more than 20,000 invoices per month need to process a single invoice 
  • 34.7 percent: Share of firms that require their CEOs’ approval to pay invoices
Payables Friction directory


Inside the NOVEMBER Study
  • 68 percent of adults who pay for gas with mobile apps buy it as often as once per week
  • 73 percent of users who pay for gas with mobile apps said they are more likely to visit the store again if the app experience is convenient
  • More than half (57 percent) of consumers who pay for gas using mobile apps say they would do so more often if the apps could also pay for c-store products

Payments 2022

  • 62 percent: Share of platforms that consider cyber fraud while assessing the overall costs of fraud
  • 53 percent: Portion of platforms that plan to seek vendor assistance to enhance fraud detection and monitoring
  • 41 percent: Share of platforms that plan to increase the size of their fraud protection teams to support future growth
Payments 2022 directory

Payments And The Platform Economy

Inside the January Playbook
  • An interview with Eran Shust, co-founder and CEO of travel platform Splitty, on how breaking up reservations to share different hotel offers and perks can help travel merchants compete
  • Notable headlines from around the space, including eBay’s new play to compete with online luxury sneaker marketplaces
  • A case study exploring how AI can improve payment platforms’ customer onboarding security measures
Payments And The Platform Economy directory

Remote Payments

Inside the April study:
  • 24.7 percent: Year-over-year increase in the portion of shopping for and buying food via digital channels
  • 38.5 percent: Share of consumers who shopped and paid for their most recent purchase online who earned more than $100,000 per year
  • 53.3 percent: Portion of all consumers who used their mobiles devices to help them complete their most recent purchases
Remote Payments directory


Inside this December Study
  • 65% of QSR managers believe using apps to place orders delivers a positive customer experience
  • 92% of customers consider using an app to place a QSR order offers a positive experience
  • 3% of QSR managers say self-service kiosks are the most common way consumers place orders

Retail Innovation Readiness

Inside the May Study
  • 44.8 percent of consumer services firms consider innovation crucial to their survival
  • 26 percent of consumer services merchants are “very” or “extremely” interested in smart POS systems
  • 84.7 percent of small consumer services believe intuitive functionality is a key quality for smart POS systems
Retail Innovation Readiness directory

Retail Product Insurance

Key findings in the January Study include:
  • 60.1 percent: Portion of consumers who would buy insurance from their eCommerce retailers if it were offered at checkout
  • 62 percent: Share of eCommerce shoppers who were offered insurance coverage for their latest electronics purchases
  • 32.7 percent: Portion of consumers who would buy and spend more if offered insurance coverage for their online purchases
Retail Product Insurance directory

Simplifying Cross-Border Payments

Inside the September Playbook:
  • 15,000 euros: The maximum amount that can be transferred via the European Union’s Instant Credit Transfer service
  • 57: Number of real-time payments schemes operating worldwide in 2019
  • 3,500: The number of financial institutions that have committed to using SWIFT gpi worldwide
Simplifying Cross-Border Payments directory

State And Local Government Disbursements

Inside the January Report
  • The latest government disbursements news and trends, including how the Idaho Department of Health and Welfare is allowing digital payments for child support payouts
  • Representatives from the Oregon Department of Revenue, the Tennessee Department of Revenue and the Texas Comptroller of Public Accounts discuss the state of disbursements within their departments and the issues holding them back from embracing instant payments
  • A Deep Dive examining U.S. state and local agencies’ instant payments struggles and how they can revamp their check-heavy disbursement processes to fix these issues
State And Local Government Disbursements directory

Subscription Commerce

Inside the July Report
  • 65.1: Average Subscription Commerce Conversion Score
  • 90 percent: Share of top-performing subscription merchants that allow plan changes
  • 153 seconds: Average time needed to sign up for a subscription service
Subscription Commerce directory

Building A Better App Playbook: The FI Playing Field Edition

Inside the May Playbook:
  • 31.4 percent: Share of local and regional bank customers that would consider switching to FIs that offer better mobile apps
  • 25.9 percent: Portion of national bank customers that would consider switching to FIs that offer better mobile apps
  • 77.5 percent: Share of local and regional bank customers whose apps allow them report cards lost or stolen
Building A Better App Playbook: The FI Playing Field Edition directory

Delivering Cardholder Customer Service

Inside the May report:
  • 28 percent: Share of respondents who contacted customer service who would be “very” or “extremely” likely to switch to card providers offering superior service
  • 43 percent: Portion of millennials who contacted customer service who would be highly likely to switch card issuers offering superior service
  • 94 percent: Share of those who contacted customer service by phone who reported their issues resolved
Delivering Cardholder Customer Service directory

The Future of Unattended Retail

Inside the February Study:
  • 78.1 percent: Share of digital wallet users who want to make non-traditional unattended purchases
  • 48.6 million: Number of U.S. consumers who would like to buy non-traditional items via unattended channels
  • 49.4 percent: Portion of unattended retail shoppers who use unattended channels because they are fast
The Future of Unattended Retail directory

Key to Optimizing Merchant Services

Inside the January Playbook:
  • 63.5 percent of MSPs are interested in overhauling their core processing systems
  • 26.9 percent of MSPs want to do so by upgrading their existing systems
  • MSPs that want to upgrade their core processing systems currently offer an average of 7.2 value-added services
Key to Optimizing Merchant Services directory

Making Real-Time Payments a Reality

Inside the January report:
  • 66.7 percent of firms consider themselves “very” or “extremely” aware of Real-Time Payments.
  • 71.9 percent of firms are “very” or “extremely” interested in implementing the system.
  • 85.3 percent of firms are either in the process of implementing RTP or expect to do so within the next three years.
Making Real-Time Payments a Reality directory

Optimizing AP And AR

Inside the April study:
  • 75 percent: Share of all U.S. invoices that are paper-based
  • 80 percent: Share of U.S. firms that use paper checks to pay their suppliers
  • 60 percent: Estimated reduction in missing invoices at firms that automated AP and AR processes
Optimizing AP And AR directory

SCA Impact

Inside the Playbook:
  • $385 billion: amount spent on subscription/recurring payment services in Europe in 2018
  • 75 percent: estimated share of European online merchants that are unaware of SCA
  • $125 billion: potential financial impact on Europe’s online commerce industry due to SCA
SCA Impact directory

Small Business Guide To Rapid Settlement

Inside the February Playbook
  • 79.5 percent of digital native small businesses consider access to funds as soon as customers pay “very” or “extremely” important.
  • 66.7 percent of omnichannel microbusinesses say the inability to access funds quickly could force them to delay making payroll.
  • 80 percent of omnichannel small businesses are “very” or “extremely” interested in rapid settlement.
Small Business Guide To Rapid Settlement directory

SMB Receivables Gap

Inside the November Playbook:
  • 64.9 percent: Share of sellers interested in using immediate payment platforms
  • 56.2 percent: Portion of SMBs that commonly experience cash shortfalls
  • 55.8 percent: Share of SMBs that believe immediate payment platforms would boost their revenues when acting as sellers
SMB Receivables Gap directory

The Unlocking AI Playbook: Credit Risk and Payments Edition

Inside the April report:
  • 71.4 percent: share of AI-using FIs that use the system in credit underwriting
  • 67 percent: portion of FIs that believe smart-agent–based AI would help address payments fraud
  • 62.1 percent: share of banks that expect smart-agent–based AI to improve credit/portfolio risk operations
The Unlocking AI Playbook: Credit Risk and Payments Edition directory

Unlocking AI: Healthcare Edition

Inside the Playbook:
  • 4.3 percent: Share of healthcare firms that use AI
  • 34.1 percent: Proportion of healthcare firms that are highly interested in smart agent-based AI
  • 55.6 percent: Share of large healthcare firms that are highly interested smart agent-based AI
Unlocking AI: Healthcare Edition directory


  • Four out of 10 travel operators struggle to manage multiple payment service providers
  • 82 percent of travel companies innovate to combat the loss of customers
  • 36 percent of travel companies expect innovations to decrease costs

Tuition Payments

Key Findings in the Study Include

• 50.5%: Share of supporters who rely on employment income to pay for tuition

• 31.7%: Portion of students who work part-time and say it is “somewhat” or “very” hard to pay for tuition

• 54.2%: Share of students who are currently late on payments and find it “somewhat” or “very” easy to pay for tuition

Tuition Payments directory


Inside this January Study
  • VR is expected to generate $1.8 billion for retail and marketing in the year 2022
  • The number of VR users more than doubled in 2018, growing from 85 million to 171 million
  • Revenues from VR initiatives are expected to increase by 3,000 percent over the next four years

Where Will We Bank Next?

Notable findings from our study include:
  • 57.5%: Share of consumers who would be interested in banking with non-FIs
  • 37.8%: Share of Bridge Millennials who would consider banking with PayPal
  • 90.6%: Share of consumers who say their primary FIs fit their needs
Where Will We Bank Next? directory

Which Apps Do They Want?

Key Findings in the Study Include:
  • 53 percent: Share of consumers who use mobile apps while shopping in store
  • 12 percent: Portion of consumers who pay in store via mobile app
  • 51.8 percent: Share of consumers who are interested in downloading the Amazon app
Which Apps Do They Want? directory

Who Are You? Verifying Digital Identity In The Sharing Economy

Key findings in this study include:
  • 24.3 percent: Share of consumers are asked to submit their identification online when signing up for new ridesharing platforms
  • 19.5: Portion of sharing economy platform users are asked to verify their digital identities by providing identification at physical locations
  • 21.7 percent: Share of homesharing platform users are asked to verify their identities by providing identification at physical locations
Who Are You? Verifying Digital Identity In The Sharing Economy directory


  • The United States kept its top spot in the Index, coming in as the most cross-border friendly country PYMNTS studied with an Index score of 65.9 out of 100. China rose from fourth to second place with a core of 63.9 out of 100, followed by the U.K. in third 63.2 out of 100.
  • The Travel industry received the highest Index score with a 64.8 out of 100, followed by the Apparel and Accessories industry (63.0 out of 100) and the Housewares and Home Furnishing industry (59.4 out of 100).
  • Visa is the most commonly accepted payment type, accepted by 94.5% of merchants, followed by Mastercard, accepted by 94 percent – and PayPal, accepted by 79.8 percent.