60 Percent of Consumers Are Using a Universal Mobile Wallet
17 Febbraio 2021 - 03:00PM
Business Wire
New research from Experian finds that consumers
are continuing to embrace digital transactions
As more people become accustomed to the security and convenience
of the digital channel, digital transactions including mobile
wallet payments are continuing to increase. According to our latest
Global Insights Report, 38 percent of consumers expect to increase
their online activity in the next 12 months and 60 percent of
consumers are using a universal mobile wallet to make digital
payments. Currently, the two top activities among consumers online
are personal banking (58 percent) and ordering groceries and
takeout food (56 percent).
“Both consumers and businesses have embraced the digital
channel,” said Steve Wagner, global managing director of Decision
Analytics for Experian. “What started as necessity has turned into
a preference and a digital channel strategy simply isn’t enough.
There needs to be a re-imagined customer journey that puts the
consumer at the center.”
The study also found that businesses are investing more
resources around the digital experience. In fact, 9 in 10
businesses have a strategy in place related to the digital customer
journey. 47 percent have put this strategy into place since
Covid-19. In addition, more than a third of businesses are
increasing staff or support for digital operations and experience,
which is important because the research also found there is still a
need to improve customer service online.
To develop the study, Experian interviewed 3,000 consumers and
900 businesses across 10 countries around the world, including
Australia, Brazil, France, Germany, India, Japan, Singapore, Spain,
United Kingdom and United States, on insights related to consumer
and business economic outlooks, financial well-being, online
behavior and more. This report is the final in a longitudinal study
exploring the major shifts in consumer behavior and business
strategy throughout Covid-19.
Additional findings from the report include:
- 90% of businesses have a strategy in place related to the
digital customer journey. 47% of business put this strategy into
place since Covid-19.
- As stimulus and payment deferment terms expire, businesses are
expecting an increase in personal and small business loan
applications, HELOC and credit card.
- 41% of businesses intend to use AI to acquire and onboard new
customers.
- 55% of consumers say security is the most important factor in
their digital experience – this is highest in the UK (73%),
followed by Japan (71%).
- Fraud is the biggest challenge among businesses. 55% of
business plan to increase fraud management budgets.
Learn about more findings from the 2021 Global Insights Report
or visit our research page on the global insights blog.
About Experian
Experian is the world’s leading global information services
company. During life’s big moments — from buying a home or a car to
sending a child to college to growing a business by connecting with
new customers — we empower consumers and our clients to manage
their data with confidence. We help individuals to take financial
control and access financial services, businesses to make smarter
decisions and thrive, lenders to lend more responsibly, and
organizations to prevent identity fraud and crime.
We have 17,800 people operating across 45 countries, and every
day we’re investing in new technologies, talented people and
innovation to help all our clients maximize every opportunity. We
are listed on the London Stock Exchange (EXPN) and are a
constituent of the FTSE 100 Index.
Learn more at or visit our global content hub at our global news
blog for the latest news and insights from the Group.
Experian and the Experian marks used herein are trademarks or
registered trademarks of Experian and its affiliates. Other product
and company names mentioned herein are the property of their
respective owners.
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version on businesswire.com: https://www.businesswire.com/news/home/20210217005236/en/
Kristie Galvani Rubenstein Public Relations 1 212 805 3005
kgalvani@rubensteinpr.com
Scott Anderson Experian Public Relations 1 714 830 3185
scott.n.anderson@experian.com
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