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How customer experience is driving the new era of payments, in four charts

  • Increased demand for experience-led solutions rather than products is defining a new era in the payments industry
  • Customer behaviour is changing, driving financial institutions towards offering new lifestyle-embedded payment methods
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How customer experience is driving the new era of payments, in four charts

The post-pandemic payments industry is evolving to provide personalized financial solutions with a strong focus on customer experience (CX), according to Capgemini’s 2021 World Payments Report. Demand is rising for smooth integration of lifestyle-embedded payments, paving the way for Payments 4.X, a new era in the payments market.

“Growing consumer desire for convenient, lifestyle-embedded payments, together with retailer requirements for instant confirmation, smooth reconciliations, and seamless cross-border transactions, sparked Payments 4.X”, said the report. 

Capgemini identified four pillars of the Payments 4.X era: data, shared infrastructure, robust platform capabilities, and embedded finance. 

Financial providers can gain a competitive advantage by collaborating with payment companies and other partners in order to yield CX solutions that differentiate offerings for the new digital consumer. 


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