Executive summary

  • The COVID-19 pandemic has dramatically accelerated change in the payments industry. Digital payments have soared as the world has worked and played from home. Innovation has ramped up as the payments industry has raced to meet demand and develop new products and services. And organizations’ resilience has come under greater stress as they scramble to meet their payments obligations while mitigating risks such as cyber threats. 
  • Against this backdrop, this research looks forward rather than backward. It charts what lies ahead using the results of a quantitative survey of 1,500 public and private sector organizations across Europe and the U.S. and qualitative interviews with industry experts.

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