PYMNTS

SEPTEMBER 29, 2020

A new Mastercard initiative aims to improve online transaction clarity so that customers can know exactly who they purchased from, according to a press release Tuesday (Sept. The release said doing so is a way to both clear up confusion for customers and also to allow brands a way to establish more presence.

Online 243

Online Guidelines Study Fraud 243

Perficient

OCTOBER 20, 2020

With the increase of online shopping due to COVID-19, the need to fulfill against extreme demand becomes more important than ever. As a result, the customer experience improved and our client saw record sales numbers during the COVID-19 pandemic. Businesses Must Shift to Automated and Intelligent Technology.

System 324

System How To Customer Experience Meeting 324

PYMNTS

JANUARY 19, 2021

Researchers found that FIs offering “innovative options such as interactive and contextually relevant video content stand to improve engagement and customer experience, especially among younger generations like bridge millennials and millennials.”. Digital Deliverance For Financial Content.

Study 196

Study social media Millennials Retail 196

PYMNTS

SEPTEMBER 21, 2020

Consumers have shopped online, via mobile devices and at brick-and-mortar stores in various capacities for years, but the pandemic is dramatically expanding the connections between these channels. Overall digital sales jumped more than 31 percent in a three-month period, according to one recent study , with American consumers spending $211.5

Retail 243

Retail Online social media Mobile 243

PYMNTS

OCTOBER 16, 2018

A report has found that opening a new brick-and-mortar location can cause a significant boost in a retailer’s online traffic. According to a recent ICSC study, “ The Halo Effect: How Bricks Impact Clicks ,” when retailers invest in brick-and-mortar stores, their online presence grows. The clicks versus bricks debate is over.

Study 122

Study Online Retail Branding 122

PYMNTS

FEBRUARY 21, 2020

The survey also found that 55 percent of millennial B2B buyers cited good digital purchasing experiences as very important influences when deciding which vendors to use, even if they were equivalent in terms of cost, quality and other factors. The Sizable Online Fraud Threat. These and other business ID thefts are sizable issues.

Customer Experience 152

Customer Experience Fraud Millennials Online 152

Perficient

FEBRUARY 9, 2021

Forrester Research found that last year “first-time trials of new digital experiences are highest among Gen Zers and Millennials, often by factors ranging from 1.6x (online events, “buy online, pick-up in store”) to 2.7x (online banking).” Nor are your competitors taking their foot off the digital gas.

Meeting 309

Meeting Customer Experience Millennials Branding 309

Bank Innovation

SEPTEMBER 19, 2016

Earlier last week a study was released by Mitek that ranked fifteen of the world’s banks from best to worst in one teeny tiny category: customer experience with the banks’ mobile deposit features. In this one category—which was somehow broken down into 51 sub -categories when the data was analyzed—Capital Read More.

Study 150

Study Customer Experience Capital Mobile 150

Perficient

AUGUST 4, 2023

A proven track record of guiding businesses through digital complexities is crucial for unlocking their full potential, driving efficiency, and ensuring exceptional customer experiences, leading to long-term success. This framework is informed by customer empathy and grounded in executional know-how.

Digital Strategies 419

Digital Strategies Strategy Report Customer Experience 419

Perficient

OCTOBER 23, 2020

It goes without saying that this year will be different in the midst of the COVID-19 crisis, and you already know the impact the pandemic has had on consumers and how they purchase, with many turning to online channels for items that they typically may have purchased in-store. Transparency, Transparency, Transparency.

Trends 515

Trends Analytics Google Online 515

PYMNTS

JUNE 7, 2019

As consumers grow accustomed to digital shopping and mobile ordering, slow transactions can make or break the customer experience. The rise in online shopping means more shoppers needing refunds on returned merchandise. Studies have shown that digital commerce has higher return rates than with offline purchases.

Online 178

Online Retail Study Video 178

Perficient

AUGUST 5, 2021

Demystifying and simplifying the process to help the purchaser feel confident that the product they purchased is protecting the risk they seek to protect – it ties the experience into insurance’s noble purpose. Purchase: Of the 74% of insurance buyers that begin their journey online, only 25% will purchase their policy using the same channel.

Operations 309

Operations Customer Experience Policies Tools 309

Bank Innovation

JANUARY 2, 2020

While large banks may not feel threatened by personal finance apps or digital-only challengers, they can learn from them on the digital onboarding front, a recent Gartner study observed. It examined 1,200 data […].

Regional 273

Regional Study Survey National 273

Perficient

FEBRUARY 26, 2021

People are doing more and more online, from ordering groceries, to medications, and even car shopping. In today’s world, it seems that anything can be ordered online, and for most people, it can. But for individuals with disabilities, it may be more challenging or even impossible to access and accomplish these tasks online.

Online 420

Online Study Guidelines Customer Experience 420

Perficient

FEBRUARY 4, 2021

Being able to order groceries, prescriptions, and other essential products online can be a challenge for people with disabilities in the best of times. The COVID-19 pandemic demonstrated the need to engage, communicate, and support customers who cannot visit a physical store, which made the need for an accessible presence more critical.

UX 531

UX Guidelines Compliance Study 531

PYMNTS

APRIL 28, 2017

With industry research suggesting businesses are losing $62 billion per year through poor customer service, this information can help companies figure out where they are falling short. And approximately 80 percent of IT respondents indicated their budgets have grown over the past five years due to pressure to improve the customer experience.

Study 148

Study Meeting Company Survey 148

Perficient

AUGUST 9, 2022

The financial services industry has made major strides in amping up its overall customer experience game; however, there is still a deficit in the personalization and accessibility of products and services for many Americans. Interested in discussing how you can improve your financial institution’s customer experience?

Community 275

Community Customer Experience ATM Examples 275

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

DECEMBER 11, 2020

“Before COVID-19, there were probably a lot of demographic groups that didn't know how easy it is to order online and then head to the store for pickup. Or the experience wasn't as good in terms of either delivery or curbside.”. Now, as a shopper, I expect you to know me in a physical store and online at the same level,” Herron said.

Retail 273

Retail Meeting Customer Experience Online 273

PYMNTS

MAY 27, 2020

Unanswered customer complaints is one common example, particularly for companies that are new to amplifying their online channels. A new category is starting to grow around this area of online reputation management, with Lexus one of the latest brand names to embrace it.

Online 151

Online Management social media Branding 151

PYMNTS

SEPTEMBER 25, 2020

The grants are part of the San Jose, California-based worldwide online payments system’s $530 million pledge made earlier this year to strengthen minority communities and fight for economic equality and racial justice. “To PayPal Holdings Inc. provided $5 million in grants to support Black-owned businesses in the U.S.

San Jose 261

San Jose Baltimore Nebraska Community 261

PYMNTS

OCTOBER 10, 2018

That means being able to use features, like online and mobile app ordering and self-service kiosks, that make ordering faster and more convenient. In fact, 62 percent of customers said innovations would make them more inclined to visit QSRs in the future, according to the latest PYMNTS Restaurant Readiness Index.

Innovation 152

Innovation Customer Experience Data America 152

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

JANUARY 8, 2021

But for all the challenges thrown up by 2020, the surge of consumers online has forced merchants to raise the level of their digital checkout game, according to the latest edition of the PYMNTS Checkout Conversion Index. percent for online and 1.4 percent for online and 1.4 The year 2020 saw the overall index score rise by 2.2

Retail 261

Retail Online Mobile Customer Experience 261

PYMNTS

MARCH 9, 2020

Aside from the funny name, technically it’s a digital architecture that separates the back end and front end of a retail website to optimize search results, customer experience and the purchase journey. According to the same study , 62 percent of top retailers believe headless commerce can improve conversions and consumer engagement.

Retail 208

Retail User Experience Study UX 208

PYMNTS

MAY 17, 2016

The online marketplace is such a ubiquitous part of modern retail that it rarely warrants a detailed look into how the format effects sales. In fact, there’s a chance that the online marketplace might be affecting a subtle change in the consumer mindset that could have not-so-subtle effects on the retailers they shop at.

Online 104

Online Retail Study Branding 104

PYMNTS

MAY 5, 2020

percent of consumers shop for retail goods online more often than they did on March 6, the first day of our study, and that continues to climb — up 10.5 The new reality is, online presence is now critical and merchants are starting to spend efforts building DTC businesses. percent from 35.5 percent in just the last two weeks.

Florida 205

Florida Retail Tampa Customer Experience 205

PYMNTS

OCTOBER 23, 2019

Silicon Valley’s post-purchase payments company Returnly has launched International Returns, a new solution that lets global shoppers return online merchandise from anywhere in the world, the company said in a press release Wednesday (Oct. and Canadian online retailers ahead of the holiday season,” he added.

Online 100

Online Retail Customer Experience Maine 100

PYMNTS

JULY 17, 2020

A recent McKinsey study showed that “75 percent of people using digital channels for the first time indicate that they will continue to use them when things return to ‘normal.’”. Does anyone really want to venture inside a bank these days, when remote, online options are readily available?

Innovation 241

Innovation Payments Customer Experience Study 241

PYMNTS

APRIL 25, 2018

Quick Serve Restaurants have mastered making food and drinks, but they are nowhere close to mastering how customers want to be served these days. The latest Restaurant Readiness Index survey shows QSRs should be focusing on digital services to boost the customer experience — and with it, sales. percent drop in inventory display.

Study 111

Study Innovation Mobile Survey 111

PYMNTS

JANUARY 18, 2021

Treasurers must also offer customers online access to manage their FX risks through digital channels, as the mismanagement of FX channels can lead to even more risk if customers are not proactively engaged.

Analytics 319

Analytics Data Risk Management Management 319

PYMNTS

DECEMBER 30, 2020

Issues are already starting to pop up, most notably around the on-time delivery and customer experience rating that is so important for those third-party sellers. According to a Ship2Ware consumer study, 88 percent of Americans plan to return some holiday gifts, and 54 percent expect to do so within two weeks after the holidays.

Policies 250

Policies Customer Experience New York Cards 250

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

Perficient

JANUARY 16, 2023

Put simply, embedded finance is the placing of a financial product in a nonfinancial customer experience, journey, or platform. . Buy/build and gap analysis studies are integral in helping determine where embedded finance may reap the most benefits. . Embedded Finance and Blockchain .

blockchain 275

blockchain Customer Experience Software Strategy 275

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

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. 2019 website.

Customer Experience 71

Customer Experience Retail San Diego Study 71

Perficient

FEBRUARY 17, 2023

Embedded Payments A 2022 study published by the Federal Reserve Bank of San Francisco noted that app payments increased as a percentage of total consumer purchases from 11% in 2019 to 15% in 2020, to 29% in 2021.

San Francisco 275

San Francisco Cards Online Payments 275