Studies Archive

THE CONNECTEDECONOMY 100 INDEX: A NEW EQUITY INDEX OF 100 PUBLICLY TRADED COMPANIES FOR TRACKING THE DIGITAL TRANSFORMATION

Connected Economy Emea

Inside The February 2022 Report

27%: CAGR of CE100 companies during the last two years
97%: Growth in CE100 Index between 2017 and 2019
52%: CAGR of CE100 businesses in the Communicate pillar

Editions:

THE FUTURE OF AUTHENTICATION IN FINANCIAL SERVICES: USING AUTHENTICATION TO BUILD TRUST

Authentication

Inside The February 2022 Report

64%: Share of consumers who say they use username/password combinations at least once a month to access their digital financial services accounts
61%: Portion of consumers who say they are willing to log in to their digital financial services accounts with alternative authentication methods
47%: Share of consumers who are willing to use fingerprint scans to log in to their digital financial services accounts in a public setting

Editions:

THE DIGITAL PAYMENTS EDGE: HOW UTILITIES AND CONSUMER FINANCE COMPANIES CAN ENHANCE THE BILL PAYMENTS EXPERIENCE

Consumer Finance

Inside The February 2022 Report

51%: Share of billers who say it is “very” or “extremely” important to improve digital billing capabilities
53%: Portion of utilities and consumer finance companies that can accept and process all of their monthly bill payments digitally
99%: Share of utilities and consumer finance companies that say payment systems’ security is a strength their digital billing and payments capabilities offer

Editions:

May 2022 | April 2022

NEW REALITY CHECK: THE PAYCHECK-TO-PAYCHECK REPORT

Consumer Finance

Inside The February 2022 Report

61%: Share of the U.S. population living paycheck to paycheck as of December 2021
54%: Portion of baby boomers and seniors who live paycheck to paycheck
$1,158: Average savings of struggling Gen Z paycheck-to-paycheck consumers as of December 2021

Editions:

THE NEW USER EXPERIENCE: TRACKING THE CONSUMERIZATION OF B2B PAYMENTS

B2B Payments

Inside The February 2022 Report

42%: Portion of FIs that consider invoice reconciliation to be an important problem for corporate clients paying suppliers
65%: Share of FIs serving cross-border payments providers that offer supplier payment portals
66%: Portion of FIs that believe the ability to offer digital payment solutions is highly important to their clients

Editions:

June 2022 | May 2022 | March 2022

TACKLING THE CHARGEBACK SURGE: HOW ECOMMERCE MERCHANTS ARE DOUBLING DOWN ON DISPUTES AND CHARGEBACKS

ECommerce

Inside The February 2022 Report

24%: Share of eCommerce customers who have disputed at least one charge in the past 12 months
27%: Portion of consumers initiating chargebacks who do so because of fraud
77%: Segment of merchants that are investing or plan to invest in chargeback prevention strategies

U.S. CONSUMERS AND THE POST-HOLIDAY DIGITAL SHOPPING RAMP-UP

Consumer Finance

Inside The February 2022 Report

33%: Portion of consumers who made retail purchases through online channels in January
9%: Share of consumers who used digital wallets to make their most recent purchases in January
11%: Portion of consumers who experienced payment declines in January

Editions:

CRYPTOCURRENCY, BLOCKCHAIN AND CROSS-BORDER PAYMENTS: SELECTING A BLOCKCHAIN TECHNOLOGY PARTNER

Cryptocurrency

Inside The January 2022 Report

72%: Portion of FIs that plan to introduce commercial blockchain solutions
52%: Share of businesses citing regulatory concerns as a reason they think blockchain adoption is risky
28%: Segment of businesses with more than 10 employees devoted to testing blockchain use cases

Editions:

January 2022 | November 2021 | August 2021

REIMAGINING BUSINESS PAYMENTS: HOW DIGITAL LOCKBOXES UNLOCK AR EFFICIENCIES

Business

Inside The January 2022 Report

93%: Portion of businesses that will try at least one new payment method within the next year, including contactless payments, QR codes or cryptocurrencies
85%: Share of CFOs who say their businesses are making more card-enabled digital payments than they were in March 2020
91%: Portion of CFOs who say accelerating their organizations' payments digitization has made payment operations more efficient

DIGITAL DIVIDE: TECHNOLOGY AS A CATALYST FOR RESTAURANT PURCHASES

Loyalty & Rewards

Inside The January 2022 Report

14%: Share of consumers who report that technology would not incentivize their purchasing
23%: Portion of technology enthusiasts who earn more than $100,000 per year
16%: Share of technology enthusiasts who dine at a restaurant three times a week or more

Editions:

WELLNESS AND AFFORDABILITY: HOW PAYMENTS PRACTICES CREATE POSITIVE PATIENT EXPERIENCES

Healthcare Financing

Inside The January 2022 Report

21%: Share of consumers who opted out of medical care with cost being the most important factor
89%: Portion of patients who consider knowing their bill and making a payment before their visit to be an easy way to pay
59%: Share of patients who would consider leaving their healthcare provider due to services not being covered

Editions:

BANKING ON BUY NOW, PAY LATER: INSTALLMENT PAYMENTS AND FIS' UNTAPPED OPPORTUNITY

BNPL

Inside The January 2022 Report

50M: Number of consumers who have used BNPL plans over the past 12 months
43%: Share of consumers interested in using BNPL plans offered by their banks rather than FinTechs
47%: Portion of consumers earning at least $100,000 annually who are interested in using bank-backed BNPL plans

Editions:

August 2022 | July 2022 | March 2022

ACCELERATING THE TIME TO REALIZED REVENUE: TAPPING THIRD-PARTY PLATFORMS

Payments Innovation

Inside The January 2022 Report

79%: Portion of businesses that use third-party platforms to optimize their working capital
53%: Share of mid-market firms that say high data management costs hinder their innovation agendas
56%: Share of firms using Al systems that source them exclusively from third parties

Editions:

June 2022 | June 2022 | December 2021 | October 2021

ENABLING PAYMENTS IN A GLOBAL CONNECTED ECONOMY

Connected Economy

Inside The January 2022 Report

COMPLIANCE: Acquirers must periodically authenticate merchant transactions once onboarding is complete.
SECURITY: Acquirers must ensure they leverage the latest anti-fraud technologies rather than legacy tools.
RISK MANAGEMENT: Merchants should look to acquirers to make sure their financial reporting is in line with the latest regulatory mandates.

DECODING CONSUMER AFFINITY: THE CUSTOMER LOYALTY TO MERCHANTS SURVEY 2022

Retail

Inside The January 2022 Report

82%: Share of grocery shoppers who purchase primarily in stores
35%: Share of grocery and pharmacy shoppers who would be highly interested in switching merchants for better digital capabilities
51%: Portion of grocery shoppers who say the ability to check inventories would improve their loyalty

COMBATING B2B PAYMENTS FRAUD

Fraud Prevention

Inside The January 2022 Report

Remote work risks: Work-from-home environments often use less-secure equipment and traditional username/password-based authentication.
Sophisticated attacks: Fraudsters use new tactics to commit B2B payments fraud across all types of businesses.
B2B fraud: Cybercriminals are focusing increasingly less on retail fraud and more on large-scale, complex commercial fraud.

CONSUMERS RUSH ONLINE TO SHOP AND STAY WELL

Connected Economy

Inside The January 2022 Report

38%: Portion of U.S. millennials who used websites and apps to engage in mental health-related activities in December 2021
48%: Share of U.S. financial wellness seekers who attended digital health appointments in December 2021
97M: Portion of U.S. consumers who made retail purchases online in December 2021

Editions:

BUSINESS PAYMENTS DIGITIZATION: LARGE COMPANIES SET THE PACE

Digital Payments

Inside The January 2022 Report

74%: Portion of CFOs at large companies who find payment operation digitization “very” or “extremely” essential to their businesses’ goals
89%: Share of CFOs at the largest companies who believe digitization initiatives are transforming their payments processing
84%: Share of CFOs who say digitizing payments processes is improving their management of working capital

Editions:

THE MAIN STREET INDEX: OPTIMISM AMID INFLATION EDITION

SMBs

Inside The January 2022 Report

54%: Portion of Main Street businesses that say inflation puts their sales forecasts at risk
62%: Share of Main Street businesses that rely on a mix of online sales and walk-in traffic that are optimistic about sales increasing in 2022
23%: Share of Main Street businesses that increased prices in the past three months

Editions:

April 2022 | March 2022 | December 2021

DIGITAL DIVIDE: MINDING THE LOYALTY GAP

Loyalty & Rewards

Inside The January 2022 Report

34%: Portion of restaurant customers who say food pickup and ordering improvements will boost their loyalty
64%: Share of customers who use loyalty programs at multiple restaurants from which they frequently purchase
50%: Portion of table-service restaurant patrons who interact with loyalty programs via mobile app

Editions:

THE CORPORATE TREASURY SHIFT: ASSET ALLOCATION AND THE NEW CRYPTOCURRENCY OPTION

Cryptocurrency

Inside The January 2022 Report

58%: Share of firms that operate in six or more international markets and use at least one cryptocurrency
61%: Portion of FIs that consider access to cryptocurrency highly important for their corporate customers
96%: Share of FIs that believe businesses would use stablecoins for transacting and investing

Editions:

January 2022 | November 2021 | August 2021

THE STRATEGIC ROLE OF THE CFO

CFO

Inside The January 2022 Report

82%: Share of real estate CFOs who say digitized AR/AP functions will help them build more collaborative customer ties
69%: Portion of CFOs who say the pandemic has made it more difficult to optimize costs
95%: Share of real estate companies that use cash less often since the pandemic's onset

Editions:

October 2021 | August 2021 | June 2021

HOW U.S. SHOPPERS PAID DURING THE HOLIDAY SEASON

Consumer Finance

Inside The January 2022 Report

73%: Portion of U.S. consumers who reported shopping in physical stores in December
24%: Share of U.S. payments fraud victims who took at least a week to realize they were victims of fraud
28%: Portion of U.S. consumers who reported making peer-to-peer payments in December

Editions:

AI IN FOCUS: GAINING GROUND ON MERCHANT MONITORING

Artificial intelligence

Inside The December 2021 Report

8.9K: Average number of merchants acquirers onboard each month
69%: Share of acquiring banks that use AI to monitor merchant accounts
90%: Portion of acquirers using AI that say the technology has improved their efficiency

Editions:

MAPPING THE GLOBAL COMMERCE FUTURE PLAYBOOK: HOW INSTANT PAYMENTS WILL TRANSFORM THE PAYMENTS ECOSYSTEM

B2B Payments

Inside The December 2021 Report

REAL-TIME FEATURES: Globally oriented treasurers require access to frictionless payments features such as instant foreign exchange rates and status updates.
CUSTOMIZED INFRASTRUCTURE: Pairing instant payments features with APIs can help treasurers power new, customizable mobile app and online experiences.
ENHANCED VISIBILITY: Global banking players are developing API-enabled instant payment options that can boost visibility for corporate and retail clients.

Editions:

AI IN FOCUS: WAGING DIGITAL WARFARE AGAINST PAYMENTS FRAUD

Artificial intelligence

Inside The December 2021 Report

88%: Share of acquiring banks that do not use AI to combat payments fraud but plan to adopt AI systems within the next year
93%: Portion of acquirers using AI to detect fraud that say fraud increased during the past year
75%: Share of acquirers that use AI to detect transaction fraud

Editions:

AUTHENTICATING IDENTITIES IN THE DIGITAL ECONOMY

Authentication

Inside The December 2021 Report

10%: Share of consumers who reported an incident of fraud involving their debit or credit card accounts
69%: Portion of consumers who trust service providers more when they are transparent about their reasons for asking users to revalidate their identities
12%: Share of Generation Z consumers who prefer manual authentication on mobile devices

Editions:

September 2020 | August 2019

MODERN BANKING ECOSYSTEM

Fraud Prevention

Inside The December 2021 Report

87%: Share of U.S. consumers who plan to make at least some holiday shopping purchases online
41%: Portion of businesses that have faced supply chain challenges during the past 18 months
75%: Share of consumers who report that they have lost money to cybercriminals in online purchase scams

Editions:

September 2022 | May 2022 | April 2022 | March 2022 | April 2021

DIGITAL DIVIDE: DELIVERY SERVICE AGGREGATORS AND THE DIGITAL SHIFT

Aggregators

Inside The December 2021 Report

42% Portion of consumers who have used at least one food aggregator since the start of the pandemic
57%: Share of consumers who identified saving time as a motivation for having used three aggregators or more
34%: Share of multiplatform users (those who use three or more food aggregators) who are millennials

Editions:

WHO WANTS TO LIVE IN A DIGITAL CONNECTED ECONOMY — AND WHY?

Connected Economy

Inside The December 2021 Report

27M: Number of U.S. consumers who want to integrate their entire lives online into a single app
45%: Share of millennials who want to integrate all aspects of their online lives into one app
40%: Portion of U.S. consumers who use sites or apps to track their personal health information

Editions:

THE NEW CREDIT MODEL: WHY FINANCIALLY WORRY-FREE CONSUMERS STILL WANT ALTERNATIVES TO TRADITIONAL CREDIT

BNPL

Inside The December 2021 Report

40%: Share of financially worry-free consumers who say they do not use credit cards because they encourage them to spend money
62%: Share of financially worry-free consumers familiar with BNPL who believe BNPL will help them buy things they want without overspending
59%: Portion of financially worry-free consumers who say seeing BNPL as a payment option makes them more likely to shop with that retailer

Editions:

September 2021 | July 2021

MERCHANT REFUND POLICIES: KEEPING TRAVEL AND ENTERTAINMENT ON TRACK

Consumer Payments

Inside The December 2021 Report

76%: Portion of consumers who “agree” or "strongly agree” they are unlikely to return to a hotel, attraction or venue that denied their request for a refund
55%: Share of consumers who sought refunds for canceled hotel bookings and were paid in a week or less
35%: Share of consumers who increased their usage of hotels from 2019 levels

REALITY CHECK: THE PAYCHECK-TO-PAYCHECK REPORT

Consumer Finance

Inside The December 2021 Report

46%: Portion of struggling paycheck-to-paycheck consumers who are pessimistic about the economy
81%: Share of consumers who say they are highly concerned about inflation
14%: Segment of consumers who say they have recovered financially after suffering setbacks at the pandemic’s start

Editions:

: HOW AMERICA’S SMALL TO MID-SIZED BUSINESSES ARE NAVIGATING THE POST-PANDEMIC ECONOMY

SMBs

Inside The December 2021 Report

47%: Estimated growth in the professional services industry over the last 10 years
9.7%: Main Street Index score growth in Q2 2021
7%: Rate of year-over-year Main Street Index score growth in the Mountain region, exceeding all other regions’ growth

Editions:

April 2022 | March 2022 | January 2022

ACCELERATING THE TIME TO REALIZED REVENUE: CANADA SNAPSHOT

Payments Innovation

Inside The December 2021 Report

20%: Share of Canadian firms that report longer DSO now compared to 2019
69%: Of the Canadian companies that use virtual cards, portion that say the cards help them receive payments more quickly
37%: Share of Canadian businesses that are "very" or "extremely" interested in real-time payments

Editions:

June 2022 | June 2022 | January 2022 | October 2021

HOW MOBILE IS CHANGING US CONSUMERS' SHOPPING AND PAYMENT HABITS

Consumer Finance

Inside The December 2021 Report

Debit trumps credit usage when consumers shop in physical stores, but credit cards are king for online purchases.
Nearly one-quarter of consumers are buying their groceries online.
Nearly one-third of consumers made peer-to-peer (P2P) transactions during the past month.

Editions:

THE NEW SINGULARITY: LEVERAGING API INNOVATION FOR CROSS-BORDER ECOMMERCE GROWTH

Cross-border Payments

Inside The December 2021 Report

APIs: Application programming interfaces can help businesses streamline compliance by granting instant access to regulatory information.
KYB/KYC: KYB and KYC processes can help businesses verify customers' identities and determine whether they have been involved in illicit activities.
COMPLIANCE: Businesses operating globally must ensure they are abiding by all relevant regulations, even if they vary considerably among different markets.

HOLIDAY SHOPPING 2021: ONLINE SALES STILL BEAT IN-STORE SHOPPING

Shopping

Inside The December 2021 Report

47%: Portion of total holiday expenditure consumers plan to spend online
40%: Share of consumers who intend to buy the most holiday purchases between Black Friday and Christmas
34%: Share of holiday shoppers who did not shop on Black Friday because stores were too crowded

Editions:

November 2023 | October 2023 | December 2022 | November 2022 | January 2021

THE CONVENIENCE CATALYST: HOW CONSUMER EXPERIENCE FEATURES DRIVE CREDIT CARD USAGE

Credit Cards

Inside The December 2021 Report

38%: Share of consumers who pay their credit card bills every month
79%: Share of all active credit card users who select credit cards because of their data security
64%: Share of active payment card users who look for a minimum of four features when selecting a credit card

Editions:

May 2024 | November 2023 | May 2023 | July 2021 | January 2021 | May 2020

THE ACCESS CHANNEL: HOW HEALTHCARE FINANCING KEEPS PATIENTS ENGAGED

Healthcare Financing

Inside The November 2021 Report

33%: Share of consumers that have chosen to forgo medical treatments mostly due to cost-related concerns
45%: Portion of consumers that are interested in payment plans or financing options to cover medical costs
47%: Share of consumers that are unsure whether their healthcare provider offers payment plans or third-party financing options

Editions:

WHAT U.K. CONSUMERS EXPECT FROM THEIR GROCERY SHOPPING EXPERIENCES

Loyalty & Rewards

Inside The November 2021 Report

63%: Share of U.K. consumers who use at least one grocer’s loyalty program
64%: Portion of U.K. shoppers who say they will continue to buy groceries online because they fear infection
44%: Share of U.K. shoppers who say they spend more at grocery stores with loyalty programs

Editions:

September 2021 | November 2020

DIGITAL DIVIDE: AGGREGATORS AND HIGH-VALUE RESTAURANT CUSTOMERS

Aggregators

Inside The November 2021 Report

59%: Share of high-value, high-frequency restaurant customers who have used Uber Eats within the past 15 months
60%: Portion of high-value, high-frequency restaurant customers who cite ease and convenience as a reason for ordering via aggregators
42%: Share of high-value, high-frequency restaurant customers who say loyalty programs would encourage them to order directly from restaurants

Editions:

THE PASSWORDLESS FUTURE: DECODING CONSUMERS' DEVICE-BASED AUTHENTICATION PREFERENCES

Authentication

Inside The November 2021 Report

79%: Share of digital account holders who believe that numerous entities want access to their data
56%: Portion of online financial account holders who say their cross-device digital experiences are "very” integrated
49%: Share of digital account holders who would be open to using fingerprint scans for user authentication

Editions:

SUBSCRIPTION COMMERCE CONVERSION INDEX: THE EXCLUSIVE ACCESS EFFECT EDITION

Subscription Commerce

Inside The November 2021 Report

12%: Share of all retail subscribers who report mainly using subscription services to access high-quality products that they cannot find anywhere else
$2.2 billion: Amount retail subscription commerce providers could lose per month by failing to offer a better subscription commerce experience
80%: Portion of all retail subscribers in the U.S. who first used their subscriptions via a free trial

Editions:

THE STATE OF CONSUMER DISBURSEMENTS: WHO PAYS CONSUMERS — AND HOW QUICKLY

Disbursements

Inside The November 2021 Report

20 percent: Share of consumers who received at least one type of disbursement instantly in 2021
50 percent: How many more consumers are aware of instant payments now than in 2020
66 percent: Share of consumers who would be more likely to continue doing business with firms that offered free instant payment options

Editions:

CONSUMER CHOICE AT THE CHECKOUT: HOW ONLINE SHOPPING EXPERIENCES BUILD CUSTOMER LOYALTY

Checkout Conversion

Inside The November 2021 Report

55%: Share of consumers who say the inability to receive free shipping could cause them to switch online merchants
67%: Portion of online shoppers who abandon their shopping carts before checkout but return to complete at least one abandoned purchase
60%: Share of consumers who say the absence of a preferred payment method could cause them to change where they shop online

Editions:

September 2022 | September 2022 | October 2021

MERCHANT'S GUIDE TO CROSS-BORDER COMMERCE

Cross Border Commerce

Inside The November 2021 Report

3: Average number of cross-border payment methods U.S.-based eCommerce sites accept
63 percent: Share of International eCommerce merchants that offer guarantee or refund policies
73 percent: Portion of leading cross-border eCommerce merchants located in China or the U.S.

CRYPTOCURRENCY BLOCKCHAIN AND CROSS-BORDER PAYMENTS: HOW MULTINATIONALS LEVERAGE NEW TECHNOLOGY TO OPTIMIZE BUSINESS PAYMENTS

Cryptocurrency

Inside The November 2021 Report

58 percent: Share of cross-border businesses that use at least one cryptocurrency
56 percent: Portion of cross-border businesses that use blockchain technology in their operations
90 percent: Share of FIs that do not provide any cryptocurrency access to customers

Editions:

January 2022 | January 2022 | August 2021

FIXING SMALL BUSINESS PAYMENTS: HOW INSTANT PAYMENTS HELP BUYERS SOLVE THE AD HOC PAYMENTS PROBLEM

Faster Payments

Inside The November 2021 Report

47 percent: Portion of SMBs that receive ad hoc vendor payments no earlier than when they are due
75 percent: Share of SMBs that are highly interested in maintaining relationships with buyers that offer free instant payments
68 percent: Portion of SMBs that have used instant payments and would pay extra to receive ad hoc vendor payments instantly

Editions:

SMART RECEIVABLES PLAYBOOK: RETHINKING PAYMENTS PROCESSING AFTER THE PANDEMIC

Accounts Receivable

Inside The November 2021 Report

3.2 percent: Average share of revenues that travel and tourism firms spend on payment processing
62 percent: Portion of U.S. travel and tourism firms that say B2B payouts are at least a “somewhat” significant friction
24 percent: Share of travel and tourism financial executives who say taking too long to receive payments is a top challenge

Editions:

July 2021 | April 2021 | January 2021

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