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2018 Global Payments Insight
Survey: Cross-vertical
Investing in the future of the customer experience
2018 Global Payments Insight Survey: Cross-vertical
Catalyst
To succeed in a rapidly changing environment, enterprises
need to invest in the foundations for future innovation
The payments market is changing, and with it next wave of organizational change and
the operating environment for enterprises in all customer-facing innovation.
industries. Across the value chain,
To understand the evolution of the landscape,
organizations are investing in new technology
technology analyst house Ovum, in
as they adjust to shifting market conditions
conjunction with ACI Worldwide, has
and consumer expectations. For many, these
conducted its annual Ovum Global Payments
investments are necessary to respond to
Insight Survey. First run in 2015, this global
short-term changes, but in a large number of
survey of merchants, retail banks, and billing
cases, these decisions also form part of
organizations examines strategic plans and IT
longer-term digital transformation plans. The
investment trends, asking respondents about
decisions that are made in the coming years
their experiences, perceptions, and
will be huge determinants of both the shape of
expectations of their payment services and
future value chains and the businesses that
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