A key priority for banks and other payments providers is customer centricity, with companies seeking to differentiate themselves by offering a faster, better and more trusted service. Payments service providers understand that a sharper customer focus can help shape innovation and support growth. This report details how these businesses are leveraging new technologies and automation to be more customer focused and stay more competitive.

This year’s payments industry survey shows companies are streamlining processes to create a more trusted and transparent payments experience. At the same time, they are making concerted efforts to nurture customer relationships. This reports highlights the survey results connecting to the following trends:

About the Survey

The 2018 payment provider survey questioned over 100 senior managers from global financial institutions and payments service providers in order to understand the issues affecting speed, accuracy and customer experience in payment processing. Each region of the world was represented, with 45 percent of respondents coming from Europe, 25 percent from North America, 16 percent from Africa and 6 percent from Asia. There was an even split between those who work at larger (assets of $100bn+) and medium/smaller organisations. In total, 24 percent came from businesses that serve their domestic market only, while 21 percent operate in 50+ markets.

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    Thank you for your interest in our resources and insights. You can access “2018 Payments Industry Report” by clicking the link below.

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