When it comes to payments today, the customer rules

Consumers are seeking digital payments solutions that are:
Simple. Personal. Everyday. Find out more.


Digital technology is transforming the payments industry. Increasingly, customers are seeking quick and convenient ways to make purchases. How can you make the most of these opportunities?

Accenture surveyed over 4,000 consumers in North America to track trends in consumer attitudes towards making payments today – and their expectations in 2020.


The customer experience is everything.
People are seeking digital payments solutions that are:

Keep It Simple

Consumer appetite for new ways to pay is clear. Regular use of cash is expected to decrease the most, from 67% to 58% by the end of the decade.

In 2020, consumers expect to use digital payments more including retail apps (+8 percentage points) and digital wallet (+7 percentage points). The appeal is technology that is designed to make life easier while being easy to use.

As consumer awareness and confidence grow – and more merchants modernize their point-of-sale infrastructure – the pendulum will continue to swing to digital payments.

Make It Personal

Consumers’ interest in digital payment rewards that are truly tailored around them is an opportunity to incent mobile payments adoption and build customer loyalty.

79% of mobile payments users and 54% of non-users would adopt mobile payments if discount pricing and coupons were offered.

Leaders are going beyond points and leveraging rich transaction data and third party partnerships to best understand their customers and to curate rewards to incent digital payments usage.

Making the Everyday Easy

The future growth in digital payments shows the hunger for straightforward, everyday, real-time payments solutions.

Consumer usage patterns are shifting from product purchases to service oriented transactions such as taxi services which increased from 26% to 28% in the last year.

And ‘connected commerce’, where smart devices such as cars and appliances can initiate payments, 2 out of 10 consumers reported interest.

Estimates indicate that there could be 50 billion connected devices in the world by 2020. If just one percent of those devices were enabled for payment, it would create between 250 and 500 million new opportunities for commerce activity.

Next Steps

Consumer behavior is driving the future of payments innovation. Download our report to find out more.

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