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Eighty Percent of European Retailers View Customer Experience as Key Driver for New Payment Method Acceptance

Payments strategy is essential to customer experience, according to survey data from Edgar, Dunn & Company and ACI Worldwide

Wednesday, March 01, 2017

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NAPLES, FLA—March 1, 2017—Meeting the increasingly sophisticated demands of customers and delivering seamless cross-channel interaction is driving retailers to focus on their payments strategy, according to a new survey, “Payment trends in the European retail sector,” published by Edgar, Dunn & Company and ACI Worldwide (NASDAQ: ACIW). The fifth annual survey found that merchants also see payments strategy as a way to reduce costs, improve customer service and provide differentiation in a highly competitive market.

Survey respondents, comprised of executives of major multichannel retailers across key European markets, demonstrate an appetite for new technologies that will help them to deliver high quality, differentiated service to their customers, which they see as central to their retail strategies. However, they are also mindful of the continuing need to improve productivity and control costs. 84 percent of respondents say they would consider working with third-party providers to support their payments needs, in response to the wealth of new technologies, apps, and payment methods now available.

Principal survey findings include:

  • 78 percent of retailers say that customer experience is the key driver for new payments acceptance
  • 79 percent of retailers say that seamless cross-channel interaction is the key to great customer experience
  • 69 percent of retailers identify data integration as a critical challenge for successfully implementing an omni-channel payments strategy
  • 48 percent of retailers are already taking advantage of mobile wallets, and this is expected to rise to 77 percent within the next 12 months
  • Security of online payments is seen as an area of weakness, with 59 percent of respondents identifying effective fraud management as a standout challenge (up from 42 percent)

“Merchants face numerous challenges in developing a long-term retail strategy in a fast-changing and highly-competitive environment, but these findings indicate widespread agreement on the fundamental importance of payments to a successful strategy,” said Andrew Quartermaine, vice president, ACI Worldwide. “Given the rapid pace of change and ongoing innovation, the overriding requirement is for retailers to work with vendors that keep their options open by delivering flexible, scalable, and secure solutions.”

Changing expectations around customer experience will drive innovation with seamless customer journeys, immediate payments, in-app purchases and connected commerce, regardless of the sales channel,” added Mark Beresford, head of retailer payments, Edgar, Dunn & Company. “Retailers, as shown in these findings, understand that technology will be at the heart of customer experience – facilitating enhanced customer support, understanding inventory and delivering on the complex cross-channel fulfilment situations that are arising.”

To download the report ‘Payments trends in the European retail sector’ please visit:


* Methodology and Demographics:
Edgar, Dunn & Company, global leaders in strategy consulting for payments and digital financial services, conducted the fifth annual EDC retailer survey between November 2016 and early January 2017. More than 400 executives of multichannel retailers were approached across Europe, with a focus on the three largest retailing markets (UK, France, and Germany). Findings described in the paper provide a representative sample of these multichannel retailers and the opinions of experts within the industry. 

About ACI Worldwide

ACI Worldwide, the Universal Payments (UP) company, powers electronic payments for more than 6,000 organizations around the world. More than 1,000 of the largest financial institutions and intermediaries, as well as thousands of global merchants, rely on ACI to execute $14 trillion each day in payments and securities. In addition, myriad organizations utilize our electronic bill presentment and payment services. Through our comprehensive suite of software solutions delivered on customers’ premises or through ACI’s private cloud, we provide real-time, immediate payments capabilities and enable the industry’s most complete omni-channel payments experience. To learn more about ACI, please visit You can also find us on Twitter @ACI_Worldwide.

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