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Oct 23, 2024 | 
forrester.com | Lily Varon |Seth Marrs |Lee Sustar
It’s been quite a ride for payments in recent years: From 2020 through 2022, the COVID-19 pandemic flooded the market with tumult and innovation in equal measure. In 2023, we battened down the hatches after the groundswell of that innovation. 2024 was about setting our businesses apart from competitors after all that change by leveraging payments technology to wrap value around the payment itself. So what awaits us in 2025?
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May 30, 2024 | 
forrester.com | Pushpa Marwal |Lily Varon |Stephanie Liu |Diego Giudice
As Artificial Intelligence (AI) continues its ascent, captivating the global imagination and reshaping industries, the financial sector stands on the brink of transformative change. A 2023 Forrester survey indicates that 63% of business and tech leaders plan to increase their investments in emerging technologies in the coming year. However, despite this fervor, only 18% reported high success rates in their previous year’s tech initiatives.
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Mar 20, 2024 | 
forrester.com | Meng Liu |Lily Varon
On March 19, 2024, Grab made waves in the digital payment realm by introducing a brand-new feature: cryptocurrency top-up capabilities within its digital wallet. This move marks a significant milestone in the region’s super app landscape. As I have been tracking blockchain and crypto since 2016, I couldn’t resist delving into this innovation to assess its potential impact on the payments industry. Here’s a brief rundown of my observations:1.
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Mar 18, 2024 | 
forrester.com | Nicole Murgia |Lily Varon |David Hoffman
Over the past years, beauty brands have increased their DTC operations to compete with Amazon and other major retailers — and to strengthen their customer relationships. Still, just 17% of US online adults have purchased cosmetics or makeup products directly from a brand or manufacturer, per Forrester’s Retail Topic Insights Survey, 2023.
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Mar 18, 2024 | 
forrester.com | Ted Schadler |Lily Varon |John Arnold
Last week, we issued our analysis of the Q4 2023 earnings announcements of large public technology service providers. Our takeaways? First, tech service providers grew much slower in 2023 than in 2022 signaling a belt tightening in technology spend. But providers project faster growth in 2024 fueled by core transformations and investments in AI. While providers want to talk about their AI strategies, the real story is that the importance of technology continues to rise.
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Mar 15, 2024 | 
forrester.com | Lily Varon |Emily Pfeiffer
This year, we evaluated 13 of the most significant Merchant Payment Providers (MPPs) – also called Payment Service Providers or PSPs – and not one qualified as a Forrester Wave “Leader.” You might ask, “How is that possible?” After all, payments processing and management is a mature and dynamic market, and the solutions are key to, well, you making money as a business. It turns out that a Wave Leader position, or “best fit” partner, has never been more dependent on YOU and YOUR BUSINESS.
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Mar 13, 2024 | 
forrester.com | David Hoffman |Colleen Fazio |Lily Varon
I know a lot about cochlear implants. A member of my family who is profoundly deaf can hear because of them. This firsthand exposure has made me realize how technology can both limit and expand the perspectives of people with disabilities. However, it is ultimately innate resourcefulness and innovative skill that enable people with disabilities to navigate a world that may from the outside seem filled with obstacles rather than opportunities.
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Mar 13, 2024 | 
forrester.com | Colleen Fazio |Maxie Schmidt |Lily Varon |Thomas Husson
The results of Forrester’s 2023 State Of VoC And CX Measurement Practices Survey are in. They reveal some continued trends — and some interesting shifts. Maturity Of VoC And CX Measurement Programs Shifts Up — MaybeThis year, there was a notable increase in customer experience (CX) professionals rating their voice-of-the-customer (VoC) or CX measurement program as having medium maturity compared to 2022 (see our 2022 report and our 2022 blog on the prior year’s survey results).
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Mar 12, 2024 | 
forrester.com | Lily Varon |Nicole Murgia |Thomas Husson |Rick Parrish
Now is a really good time for digital businesses leaders to step off the “Next Hot Payment” hamster wheel. Payment methods don’t matter. How so? Retailers and consumer-facing brands have been so busy chasing the next hot payment method to add to their checkout pages that they’ve missed what customers really want when they make a payment.
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Sep 19, 2023 | 
forrester.com | Lily Varon |Greg Pridgeon |Sam Somashekar
Forrester’s data shows that, in 2023, more than one in 10 US online adults encountered a technical failure at the point of checkout. And about the same number said their online payments were rejected because their card on file had expired. Despite (many!) other priorities, smooth checkout should top your to do list. It’s elementary: failed payments mean you lose sales, your customers lose confidence in your business, and you erode customer lifetime value.
