Contactless & Mobile Payments

Making an online or point-of-purchase payment by clicking or scanning with a mobile device is catching on, with $90 billion in mobile payments expected by 2017. Marketers need to understand why alternative financial services appeal to many customers and how these emerging payment methods will disrupt the economics of traditional practices.

Latest Research

  • For B2C Marketing Professionals

    REPORT: The Metropolitan Chinese Consumer Tech Stack

    Our 2018 Chinese Benchmark Data Overview Shows The Four Forces Of Adoption

    October 11, 2018 James L. McQuivey, Reineke Reitsma

    Humans were born to embrace today's technologies. In 2018, Forrester has surveyed 110,460 online adults in 20 countries to see how people embrace technology, why they use it, and what that will mean for your business. Read this report to understand how and why metropolitan Chinese online adults adopt technology and how you can give these customers the technology-enabled, emotion-rich conversations they crave.

  • For Customer Experience Professionals

    REPORT: Supercharge Your Journey Mapping

    Combine Divergent And Convergent Approaches For Great CX

    October 2, 2018 Joana van den Brink-Quintanilha

    Some companies are improving customer experience (CX) by combining journey mapping with adjacent methodologies like design thinking and Agile development and with complementary artefacts like ecosystem maps, empathy maps, and "jobs to be done" frameworks. But the benefits of this mixology still evade many companies. Why? Because they misapply two kinds of methodologies — convergent and divergent. This report lays out how CX professionals can overcome this problem.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Forrester Analytics: Mobile Payments Forecast, 2017 To 2022 (EU-7)

    ForecastView Document

    September 11, 2018 Satish Meena

    We expect mobile payments in the EU-7 to grow at a compound annual growth rate (CAGR) of 21.7% from 2017 to 2022. Mobile remote payments, which include payments for retail, travel, food ordering, and cab hailing, accounted for 80% of mobile payments in 2017. Our forecast details the growth of mobile in-person payments, remote mobile commerce, and mobile peer-to-peer (P2P) payments for France, Germany, Italy, Netherlands, Spain, Sweden, and the UK.

  • For B2C Marketing Professionals

    REPORT: The European Consumer Tech Stack

    Our 2018 European Benchmark Data Overview Shows The Four Forces Of Adoption

    August 23, 2018 James L. McQuivey, Reineke Reitsma

    Humans were born to embrace today's technologies. In 2018, Forrester has surveyed 110,460 online adults in 20 countries to see how people embrace technology, why they use it, and what that will mean for your business. Read this report to understand why Europeans adopt technology and how you can give your European customers the technology-enabled, emotion-rich conversations they crave.

  • For eBusiness & Channel Strategy Professionals

    REPORT: P2P Transfers Should Enhance Your Mobile Banking App, Not The Other Way Around

    Digital Feature Fix: Remove Barriers By Fitting Person-To-Person Transfers Into Holistic Design

    July 23, 2018 Peter Wannemacher, Gina Bhawalkar, August Du Pont

    In our recent mobile banking Forrester Industry Waves™, we found that many banks have added new P2P transfer services to their apps without explaining how to use them, thinking through money movement from the customer perspective, or considering how P2P transfers change the experience. P2P transfers end up as a bolt-on feature, sometimes making mobile banking harder to use. This brief explains why digital banking teams must focus on quality and consistency of money movement to drive engagement and illustrates good practices from leading firms.

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