BIG RETAIL'S INNOVATION MANDATE: CONVENIENCE AND PERSONALIZATION
Retail

Inside The October 2022 Report

  • 81%: Portion of merchants who believe that customer access to barcode and QR code scanner apps
  • 77%: Share of retailers who see digital coupons and rewards as important to consumers’ engagement
  • 51%: Portion of merchants who see self-service kiosks as a key factor in customer loyalty

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THE EMPLOYMENT EFFECT
Connected Economy

Inside The September 2022 Report

  • 14%: Consumers’ increase in digital engagement since November 2021
  • 58%: Digital engagement rate among consumers working 20-40 hours per week
  • 55%: Digital engagement rate among consumers living in urban areas

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CONNECTED WELLNESS: WHAT’S NEXT IN THE CONNECTED ECONOMY
Healthcare

Inside The September 2022 Report

  • 39%: Share of consumers using preventative healthcare tech every day
  • 43%: Portion of consumers using wearables like FitBit, Apple Watch and smart rings
  • 67%: Share of high-income consumers using preventative healthcare tech

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HOW AI AND BIOMETRICS ARE TRANSFORMING GLOBAL RISK MANAGEMENT
Commerce

Inside The September 2022 Report

  • SAFETY IN INTEGRATION: Solutions that provide integrated security management can fuel rapid global growth for SMBs.
  • RISKY BUSINESS: SMBs can overcome the security risks of international growth with a modern payments strategy.
  • AVOID OVERSIMPLIFICATION: Sophisticated security analysis is particularly challenging for growing businesses without AI and biometrics.

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AT THE CHECKOUT: DEAL-CHASERS VERSUS LOYAL CUSTOMERS
Checkout Conversion

Inside The September 2022 Report

  • 76%: Share of loyal customers who feel a satisfying checkout experience influences their decision to buy again
  • 44%: Share of deal chasers who used an online marketplace for their most recent transaction
  • $393: Average spend by loyal customers for their most recent online purchase

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NAVIGATING THE NEW ECOMMERCE LANDSCAPE: MODERNIZING PAYMENTS FOR MARKETPLACES, GAMING, THE METAVERSE AND BEYOND
ECommerce

Inside The September 2022 Report

  • Digital Agility: Businesses need agile consumer payment tools to stay competitive in the metaverse
  • Virtually Necessary: The new eCommerce landscape requires seamless payments in every virtual environment
  • Microtransactions: Access to a powerful banking infrastructure is key to adapting payments strategies to the metaverse

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2022 GLOBAL DIGITAL SHOPPING INDEX: UAE EDITION
Shopping

Inside The September 2022 Report

  • 59%: Share of in-store shoppers in the UAE who used smartphones to enable their last purchase
  • 21%: Portion of UAE shoppers who always or often buy additional items when picking up orders in-store
  • 56%: Share of UAE merchants that provide mobile order-ahead options

NEW REALITY CHECK: THE PAYCHECK-TO-PAYCHECK REPORT: THE INFLATION EDITION
Consumer Finance

Inside The September 2022 Report

  • 28%: Share of consumers earning more than $200,000 who live paycheck to paycheck
  • 59%: Share of paycheck-to-paycheck consumers with issues paying their monthly bills that noted significant rises in prices for utilities in the past 12 months
  • 48%: Share of consumers living paycheck to paycheck with issues paying bills who pay for health insurance

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DISPUTE-PREVENTION SOLUTIONS: SMALL FIRMS DEMONSTRATE THE POWER OF THIRD-PARTY TOOLS
Fraud Prevention

Inside The September 2022 Report

  • 0.51%: Portion of annual revenue lost to disputed card transactions by businesses with more than $1 billion in sales
  • 74%: Portion of businesses with $500 million to $1 billion in annual sales that adopted third-party dispute-resolution tools to reduce disputed card transactions’ impact on their operations
  • 21%: Share of businesses with annual revenues of $20 million to $100 million that believe their dispute-management tools are very or extremely effective

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THE FINANCIAL PERFORMANCE QUANDARY: LEVERAGING AUTOMATION TO BETTER MANAGE NON-PAYROLL SPENDING
Accounts Payable

Inside The September 2022 Report

  • 19%: Share of firms that cite delayed submission of expense reports as a challenge when managing non-payroll spending
  • 22%: Portion of SaaS firms that cite manual processing as an issue when managing and processing non-payroll spending
  • 37%: Share of SaaS firms with 100-500 employees that are very or extremely interested in using an automated system to manage non-payroll spending

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HOW THE WORLD DOES DIGITAL: THE IMPACT OF PAYMENTS ON DIGITAL TRANSFORMATION
Connected Economy

Inside The September 2022 Report

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THE 2022 RESTAURANT DIGITAL DIVIDE: FOOD AGGREGATORS FIND THEIR FOOTING IN Q2
Restaurant innovation

Inside The September 2022 Report

  • 91%: Share of meals consumers purchase for delivery through food aggregators
  • 47%: Share of aggregator users who used digital tools during their last restaurant visit
  • 49%: Share of aggregator users who believe technology leads to an improved customer experience

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DIGITAL PAYMENTS FLIP THE SCRIPT: 10 MERCHANTS AND 10 VISIONS FOR DIGITAL TRANSFORMATION
Merchant Innovation

Inside The September 2022 Report

  • Walgreens Taps Digital Payments and Data to Reinvent the Customer Journey: Stefanie Kruse, vice president of digital commerce and omnichannel at Walgreens Boots Alliance (WBA), talk about how catering to the new pharmacy consumer is complicated — and crucial.
  • Crypto Payments Take Travel in New Directions: Travala Co-founder and CEO Juan Otero speaks to PYMNTS about how the pandemic cost the crypto-based travel platform 90% of its booking revenue when it first hit.
  • ePayments Ease Healthcare Pains: Truepill Co-founder and CEO Sid Viswanathan explains how telehealth was hardly a blip before the pandemic arrived. Now, it’s a large industry segment that is evolving to become an expected element of care.

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DISBURSEMENTS SATISFACTION REPORT 2022 - SEPTEMBER 2022
Disbursements

Inside The September 2022 Report

  • 67%: Share of consumers who would be encouraged to keep doing business with senders who offered instant disbursements
  • 38%: Portion of consumers who would be willing to trade personal information for access to instant disbursements
  • 68%: Share of disbursements for which consumers were able to choose method of receipt

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SUBSCRIPTION COMMERCE CONVERSION: THE CHALLENGE OF CHEATERS
Subscription Commerce

Inside The September 2022 Report

  • 19%: Rise in number of consumers with no subscriptions at all since May 2022
  • 78%: Share of consumers that use at least one subscription service
  • 36%: Portion of consumers who do not pay for their latest subscription

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THE STATE OF FRAUD AND FINANCIAL CRIME IN THE U.S.
Security & Fraud

Inside The September 2022 Report

  • 25%: Share of FIs with $500 billion or more in assets that perceive fraud’s new sophistication as a barrier to data security
  • $120M: Average cost of digital payments misuse for FIs last year
  • 95%: Portion of AML executives who highly prioritize innovative solutions for fraud-fighting

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HOW SPEED IS CHANGING THE MIX OF BUSINESS PAYMENTS
B2B Payments

Inside The September 2022 Report

  • 16%: Share of B2B payments for which firms use real-time payments technology
  • 19%: Portion of payments sent in real time among firms using the technology
  • 13%: Share of payments sent by wire transfer among firms using real-time payments

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HOW CONSUMERS USE DIGITAL BANKS
Consumer Finance

Inside The September 2022 Report

  • 36%: Share of consumers highly interested in using a digital bank in the next year
  • 47%: Share of consumers that say they are hesitant to switch to a digital bank
  • 90%: Share of baby boomers who say they will not consider switching to a digital bank

INFLATION SLOWLY EBBS, BUT CONSUMER OUTLOOK REMAINS GLOOMY
Consumer Finance

Inside The September 2022 Report

  • 64%: Portion of consumers who say they expect grocery prices to increase in the next year
  • 79%: Share of consumers who say their financial situation is worse today than a year ago
  • 62%: Portion of consumers who believe there will be a recession in the coming years

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MEETING THE DEMAND FOR CROSS-BORDER HIRING: INNOVATING INTERNATIONAL WORKFORCE PAYMENT AND MANAGEMENT
Payroll

Inside The September 2022 Report

  • 27%: Portion of firms that spend less than 25% of payroll on international workers that are very or extremely interested in innovating cross-border payment methods
  • 40%: Share of firms that cited cybersecurity as a challenge when managing cross-border workers
  • 46%: Portion of firms slightly interested in innovation that plan to innovate cross-border payment eventually, but not in the next year

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MAIN STREET HEALTH Q3 2022: SMBS BATTLE INFLATION
SMBs

Inside The September 2022 Report

  • 25%: Share of predominantly online sellers that have increased their profit margins this year
  • 73%: Share of retail businesses that say they have experienced price increases
  • 46%: Share of SMBs surveyed that increased employees’ hourly rate or wages

BUILDING A BETTER ONLINE CHECKOUT EXPERIENCE: THE KEY FEATURES THAT MATTER TO CUSTOMERS
Checkout Conversion

Inside The September 2022 Report

  • 27%: Portion of consumers who reported at least one transaction-related challenge during their most recent purchase at an online marketplace
  • 19%: Share of shoppers who encountered payment-processing challenges during their most recent checkout at a social media marketplace
  • 72%: Portion of customers who took advantage of the flexibility to use a preferred payment method during their most recent eCommerce checkout

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CRYPTOCURRENCY AS A KEY TO MEMBER LOYALTY
Credit Unions

Inside The September 2022 Report

  • 60%: Share of credit union executives who are interested in providing cryptocurrency services say they want their members to profit from investments in crypto
  • 50%: Portion of credit union members who say they value product innovation, but not to such an extent to move their accounts to another financial institution
  • 67%: Share of credit union members who say they want more payment options

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THE WORK-FROM-ANYWHERE SUMMER
Connected Economy

Inside The September 2022 Report

  • 16%: Share of mid-income professionals who worked remotely from a café, restaurant or other location outside their homes every day
  • 30%: Portion of low-income workers who checked in with the office after hours every day
  • 14%: Share of high-income consumers who obtained travel information online every day

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THE EMERGING APAC OPPORTUNITY
Cross Border Commerce

Inside The August 2022 Report

  • 14%: Average share of U.S., U.K. and Canadian firms’ revenue originating in APAC
  • 70%: Share of U.S., U.K. and Canadian firms that expect their APAC sales to grow in the next three years
  • 49%: Portion of U.S., U.K. and Canadian firms that utilize payment providers for their payments coverage

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THE CONNECTED ECONOMY™: OMNICHANNEL HEALTHCARE TAKES CENTER STAGE
Connected Economy

Inside The August 2022 Report

  • 4%: Portion of consumers who accessed healthcare online exclusively
  • 38%: Share of millennials who accessed no healthcare services of any kind in July
  • 32%: Portion of low-income consumers who did not access healthcare of any kind in July

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PAYING WITH CRYPTOCURRENCY: CAN CRYPTO AT CHECKOUT BECOME A PROFIT CENTER FOR MERCHANTS?
Cryptocurrency

Inside The August 2022 Report

  • 21%: Share of bridge millennials that are extremely likely to purchase crypto in the next year
  • 15%: Share of respondents that say they are motivated to buy crypto out of “fear of missing out”
  • 48%: Share of consumers that say they want to invest in crypto to make money

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NEW REALITY CHECK: THE PAYCHECK-TO-PAYCHECK REPORT: THE EMERGENCY SPENDING EDITION
Consumer Finance

Inside The August 2022 Report

  • 30%: Share of consumers earning more than $200,000 who live paycheck to paycheck
  • 42%: Share of consumers living paycheck to paycheck who paid more than $400 per each emergency expense
  • 30%: Share of consumers who had to pay an emergency expense for car repairs

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CONSUMERS BUY IN TO FOOD BARGAINS
Consumer Finance

Inside The August 2022 Report

  • 77%: Share of affluent customers who purchased fresh vegetables or meat in July
  • 20%: Percentage of consumers who made online travel purchases in July
  • 75%: Share of bridge millennials who made their travel purchases online, trailing all generations

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REDUCING B2B PAYMENTS FRICTION FOR SMBS
Accounts Payable

Inside The August 2022 Report

  • 28%: Portion of SMBs citing cash flow visibility problems due to AP/AR processes
  • 41%: Share of SMBs that encounter high costs when making B2B payments
  • 35%: Portion of SMBs that use ACH as their main method for making payments

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2022 GLOBAL DIGITAL SHOPPING PLAYBOOK: MEXICO EDITION
Shopping

Inside The August 2022 Report

  • 72%: Portion of merchants in Mexico that offer in-store navigation apps
  • 68%: Share of merchants in Mexico that provide real-time inventory status updates
  • 66%: Portion of merchants in Mexico that offer BOPIS options

HOW CONSUMERS PERCEIVE SURCHARGE PROMPTS
Credit Cards

Inside The August 2022 Report

  • 59%: Portion of consumers who have used a credit card at a retail store or restaurant in the past year
  • 44%: Share of all credit card users who say they are very or extremely likely to switch merchants when surcharges are applied
  • 14%: Portion of credit card transactions that involved a surcharge at a local retail store or restaurant

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ACCOUNTS PAYABLE AUTOMATION: ONLINE MARKETPLACES AND THE CHALLENGE WITH HIGH VOLUME PAYOUTS
Accounts Payable

Inside The August 2022 Report

  • 79%: Portion of online marketplace executives who say they expect innovation to speed up payables processing
  • 22%: Portion of online marketplace executives who say insufficient communications undermine their relationships with vendors
  • 70%: Share of online marketplace executives who say their relationships with vendors will improve as they innovate AP platforms

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PRIME DAY 2022: INFLATION HITS, BUT AMAZON STILL WINS
Retail

Inside The August 2022 Report

  • 4%: Share of subscribers enrolled in Walmart+ and Prime who only made purchases at Walmart+ Weekend
  • 31%: Share of Prime Day shoppers who bought electronics
  • 85%: Share of Walmart+ members who also subscribe to Prime

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DISPUTE-PREVENTION SOLUTIONS: THE BOTTOM-LINE BENEFITS OF THIRD-PARTY SOLUTIONS
Fraud Prevention

Inside The August 2022 Report

  • 45%: Portion of merchants that use proprietary dispute-resolution tools and rate them as very or extremely effective
  • 23%: Share of merchants say they systematically underidentify fraudulent disputes for intentional purchases
  • 83%: Portion of merchants solely relying upon third-party tools for managing cardholder disputes that keep lost revenue to between 0.1% and 0.5% of annual sales

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BUNDLED BANKING PRODUCTS: HOW CREDIT CARDS SECURE CUSTOMER LOYALTY
Credit Cards

Inside The August 2022 Report

  • 27%: Share of consumers without credit cards from their primary banks who are highly interested in receiving recommendations about the best payment methods for specific purchases
  • 66%: Portion of consumers with more than five credit cards who say a bundled banking solution would be easier and more convenient to use than the alternative
  • 32%: Portion of consumers who do not have credit cards with their primary banks who want to have all their spending accounts with one FI

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2022 BUY BUTTON: ACCELERATING CHECKOUT OPTIMIZATION
ECommerce

Inside The August 2022 Report

  • 73%: Share of all online merchants that offer at least one buy button option 
  • FAST TRANSACTIONS: Completing online checkouts with a buy button takes 46% less time than when not using one.
  • 30%: Share of online merchants that require customers using buy buttons to provide personal information

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MEETING THE DEMAND FOR CROSS-BORDER HIRING: THE ROLE OF PRIVATE AGENCIES
Payroll

Inside The August 2022 Report

  • 67%: Share of firms that faced payment challenges that tapped private agencies
  • 71%: Share of companies that have operated for less than 10 years that have used a private agency to recruit international workers
  • 64%: Share of firms that cited efficient job matching service as one reason they used private agencies when hiring internationally

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THE AP/AR QUICK-START GUIDE: HOW ALL-IN-ONE PAYMENT PLATFORMS CAN TRANSFORM B2B TRANSACTIONS
Accounts Payable

Inside The August 2022 Report

  • 81%: Share of SMBs that use an all-in-one payment platform because it saves time in receiving payments
  • 58%: Share of SMBs with no or low interest in using an all-in-one platform because they think it would complicate making payments
  • 44%: Share of SMBs that use an all-in-one payment platform because it simplifies payables tracking in making payments

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MANAGING RISK BY ACCELERATING INNOVATION
Commerce

Inside The August 2022 Report

  • AUTOMATE TO INNOVATE: Automating core, repetitive can direct resources to where they are needed most — business development and innovation.
  • LET SOLUTIONS HANDLE IT: When payments-processing solutions handle domestic and multicurrency cross-border transactions, SMBs can focus on maintaining stellar customer experiences.
  • TO LAST, STAY ELASTIC: To thrive, SMBs must create elastic operations that can manage financial obligations at scale even when disruptions threaten to derail commercial plans.

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PAYCHECK-TO-PAYCHECK CONSUMERS DIGITALLY DISENGAGE
Connected Economy

Inside The August 2022 Report

  • 7M: How many fewer cash-strapped consumers bought airfare online in July than in April
  • 16%: Two-month decrease in dating app usage among consumers who struggle to pay their bills
  • 35%: Two-month decrease in the number of paycheck-to-paycheck consumers seeking caregivers

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DEVELOPING AN INFRASTRUCTURE RISK AND CONTROL STRATEGY: HOW TO PREPARE FOR BLACK SWAN EVENTS
Risk Management

Inside The August 2022 Report

  • Three common treasury risks include liquidity risk, currency risk and strategy risk.
  • Resilience is not just a strategy: It requires a set of tools and resources designed to manage unavoidable risk.
  • Choosing a single technology solution to manage digital channels and data inflows makes developing a long-term risk management strategy easier.

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2022 GLOBAL DIGITAL SHOPPING PLAYBOOK: U.K. EDITION
Shopping

Inside The August 2022 Report

  • 34%: Portion of shoppers who used their smartphones during their most recent purchase across the countries we studied
  • 19%: Increase in share of shoppers using smartphones in our six-country sample; U.K. shoppers held flat, bucking the trend
  • 59%: Share of U.K. merchants offering mobile product finding

NEW REALITY CHECK: THE PAYCHECK-TO-PAYCHECK REPORT: THE CONSUMER SAVINGS EDITION
Consumer Finance

Inside The July 2022 Report

  • 36%: Share of consumers annually earning $200,000 or more who lived paycheck to paycheck in June
  • 70%: Average share of money paycheck-to-paycheck consumers keep in banks, digital wallets or cash
  • 40%: Share of paycheck-to-paycheck consumers with issues paying their bills who have spent more than they earned in the past six months

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MOBILE WALLET ADOPTION: APPLE PAY @8: STILL THE BIG FISH IN A SMALL MOBILE WALLETS POND
Mobile Wallets

Inside The July 2022 Report

  • 8%: Share of in-store checkouts made with mobile wallets
  • 62%: Portion of mobile wallet purchases that groceries account for
  • 4%: Share of in-store checkouts by Generation Z made with mobile wallets

CONSUMERS PULL BACK AND PREPARE FOR THE LONG HAUL
Consumer Finance

Inside The July 2022 Report

  • 31%: Share of consumers who do not live paycheck to paycheck who say their finances have worsened over the past year
  • 63%: Share of consumers who have concerns about affording basic necessities
  • 49%: Share of consumers who say they have drawn from their savings to compensate for rising expenses

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THE CONNECTED ECONOMY™: PATIENTS PREFER PAYMENT CONSISTENCY
Connected Economy

Inside The July 2022 Report

  • 33%: Share of consumers who use debit cards when making an in-person healthcare payment
  • 26%: Share of consumers who use credit cards when making an in-person healthcare payment
  • 11%: Share of consumers who use PayPal when making an in-person healthcare payment

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THE HEALTHCARE CONUNDRUM: THE IMPACT OF UNEXPECTED PATIENT COSTS ON CARE
Healthcare Financing

Inside The July 2022 Report

  • 19%: Share of patients who spent more than they could afford on healthcare in the past year
  • 32%: Share of high-income consumers who were very or extremely likely to switch healthcare providers for a better payments experience after paying out of pocket
  • 74%: Share of unwell millennials who canceled an appointment because they received a high cost estimate

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FINANCIAL INSTITUTIONS AND CUSTOMER LOYALTY: THE VALUE OF INVESTING IN YOUR COMMUNITY
Consumer Finance

Inside The July 2022 Report

  • 42% of consumers who contributed to charity did business with their community’s service providers
  • 20% of consumers who spend less than $1,000 on their credit cards each month without revolving a balance say they would switch their financial institution based upon its charitable support
  • 57% of consumers who volunteer significant time to charity and donate more than $1,000 each year say they would switch their financial institution based on its charitable support

THE PITFALLS OF PAYMENT DIVERSIFICATION
Consumer Finance

Inside The July 2022 Report

  • 16%: Share of Gen Zers that used Apple Pay when purchasing travel services
  • 66%: Share of baby boomers that used credit cards when purchasing travel services
  • 12%: Share of U.S. consumers who experienced a declined payment in June, a 2% increase from May

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