Majority of EMEA retailers plan to increase investment in payments, survey by ACI and Ovum finds
Monday, September 11, 2017
LONDON, UK – September 11, 2017 – 55 percent of retailers and merchants in the EMEA region are planning to increase their investment into new payment capabilities in the next 18 to 24 months, according to the 2017 Global Payments Insight Survey: Merchants and Retailers by ACI Worldwide and Ovum.
The report, which surveyed EMEA retailers and merchants across industries such as general merchandise, grocery, restaurants, fuel and convenience, and travel and lodging, reveals that infrastructure improvements (54%), security considerations (53%) and introducing analytics to payments (47%) are the main drivers behind these investment plans.
However, the research also finds several concerns that prevent merchants from investing more, including security concerns (87%) and regulatory compliance (70 percent).
“Investment in new payment capabilities is clearly high on the agenda of merchants and retailers across the EMEA region," said Andrew Quartermaine, Vice President SaaS Customer Management, ACI Worldwide. "Most retailers have moved away from seeing payments as purely transactional and now understand that payments are crucial to the overall customer experience and success of their businesses. They also increasingly understand the value of payments data as an important tool for getting a single view of their customer.”
Other key findings:
-Payments technology and business benefits: 80 percent of respondents in EMEA agree that new payments technology will provide benefits for their organization and 66 percent say they are willing to pay more for a broader range of payment services if they add value to their business. 89 percent say they would expect increased operational efficiency and 88 percent enhanced customer experience from their investment.
-Data breaches are a key concern: 74 percent of respondents are worried about liability in the event of data breaches, with mobile perceived as a greater risk than traditional online channels.
-New payment types: 62 percent of EMEA merchants say their organization is ready to process emerging payment types and that flexibility to enable new payment method acceptance is the key omni-channel driver.
-Customer experience and innovation: Most merchants (79%) feel they are very much aware that customers want a broader choice of payment types, however more than two-thirds (72%) report their organization needs help with creating innovation in customer experience.
"Merchants increasingly recognize the importance of enabling consumer choice and retaining the flexibility to support future payments innovation," added Quartermaine. "We believe that to be able to respond to the challenges in this fast-changing market, it is important to adopt solutions that are flexible in regard to connectivity and the point of customer interaction.”
Join our live webinar Shaping UP Your Payments for Growth on Thursday, September 21 – ACI Worldwide and independent analysts Ovum will discuss findings from the 2017 Global Payments Insight Survey: Merchants and Retailers in detail, and how merchants can shape their payments strategy to improve customer experience and promote growth.
* Methodology and Demographics:
For the 2017 Ovum Global Payment Information Survey, which includes merchant, biller, and retail banking components, ACI and Ovum created a 23-point questionnaire, looking at the following criteria for key payments players: significant aspects of existing payments infrastructure; forecasts for spending; areas for investment and perceptions of where payments fit within their broader strategic objectives. This survey was sent to payments decision makers globally in December, 2016—January, 2017. It provides a snapshot of payment perceptions among merchants, financial institutions, and scheduled billing and payment-taking organizations, such as higher education, consumer finance and insurance. Overall, respondents totaled 1,475 executives across 15 industry sub verticals in 25 key global markets, resulting in more than 144,000 separate data points on perceptions and expectations of payments among critical payment enablers globally.
This paper focuses on the survey findings for merchant and retailer organizations.
About ACI Worldwide
ACI Worldwide, the Universal Payments (UP) company, powers electronic payments for more than 5,100 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 www.aciworldwide.com. You can also find us on Twitter @ACI_Worldwide.
Dan Ring E-mail: [email protected]
Phone: +1 (781) 370-3600
Katrin Boettger (EMEA) E-mail: [email protected]
Phone: 0044 (0) 7776 147910
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