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The Future of Multi-channel Transactional Communications in the U.S.
Where wi l l consumers prefer to access transact ional communicat ions in the future?
What are businesses doing to support changes to consumer preferences?
How does channel adopt ion and penetrat ion vary by vert ica l market?
What does the presentment and payment ecosystem look l ike?
Where are the opportunit ies for technology vendors and serv ice providers?
What should key stakeholders do to keep pace with these changes?
A Mult i -Cl ient Study
A Questex Company
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I f y o u h a v e a s t a k e i n t h e t r a n s a c t i o n a l c o m m u n i c a t i o n s m a r k e t – a s
a v e n d o r , s e r v i c e p r o v i d e r , o r e n t e r p r i s e – t h i s s t u d y w i l l s e r v e a s a
c r i t i c a l b u s i n e s s p l a n n i n g t o o l f o r f u t u r e m a r k e t p o s i t i o n i n g .
IntroductionShifts in consumer behavior, bus iness pol ic ies,
technology, and serv ices have dr iven susta ined
changes within the presentment and payment
markets in the United States.
Consider these recent changes:
Consumer behavioral changes
• More connect iv i ty and hunger for apps
• Exponent ia l increases in tablet computing
• Increased comfort t ransact ing business
onl ine and v ia mobi le
• Polar iz ing v iews on data secur i ty –
d ig i ta l i s super ior to pr int and v ice versa
Business policy changes
• Paper less by default at account incept ion
• Pay for pr int vers ions of bi l l s and statements
• Householding of cr i t ica l communicat ions
• Summary statements
• More robust market ing efforts
• S lower del ivery v ia the USPS ( in some cases)
The Fu tu re o f Mu l t i - channe l Transac t iona l Commun ica t ions in the U .S .
Technology & service changes
• Entrance of digita l mai lbox serv ices
• Focus on preference management
• Advances in Customer Communicat ions
Management (CCM)
• Expansions of mobi le payment technologies
and serv ices
• Cloud-based serv ices
As a result , many businesses are asking how to
best support their t ransact ional communicat ions
needs. Having a proper understanding of this
landscape is paramount. This study serves as a
cr i t ica l bus iness planning tool for a l l companies
with a stake in the transact ional communicat ions
marketplace.
Who Should Subscribe
Vendors and Service Providers
The businesses you support expect to be educated on
emerging tools and technologies, consumer needs, and
changes within their vert ica l market. This study provides
the ins ight you need to be v iewed as a trusted advisor
and help your customers dr ive forward their mult i -
channel t ransact ional communicat ions in i t iat ives.
Enterprise Organizations
Your customers’ needs are changing faster now than
ever before. Your chal lenge is to manage the breadth
of their requirements and make educated decis ions on
where to invest . This study helps you better understand
the channels that your customers are exposed to
and where they expect to communicate with you in
the future.
Project Objectives
This study provides answers to quest ions surrounding
the mult i -channel t ransact ional communicat ions market
from the perspect ive of:
• Consumers
• Bi l l presentment profess ionals
• Bi l l payment profess ionals
• Other key stakeholders
Pr imary object ives inc lude:
• P inpoint behavioral and att i tudinal shifts among
consumers
• Ident i fy bus iness strategy shifts within key
vert ica l markets
• Supply an overv iew of key providers in the network
• S ize the del ivery market and forecast i ts growth
through 2017
• Provide scenar io planning and strategy
recommendat ions
Market Research
InfoTrends’ study methodology encompasses primary and
secondary research, coupled with analysis of market news
and trends in the United States and abroad.
Primary Research
Consumer Survey
2,025 web-based surveys of residents of the United States
who were at least age 18 and the primary person responsible
for household mail management.
Business Survey
267 web-based surveys of businesses in the United States.
Respondents are responsible for critical communications
delivery and/or payment strategy, have an understanding
of the various delivery and/or payment channels, and have
knowledge about their company’s future goals.
In-depth Interviews
20+ in-depth phone interviews with a combination of insight
from financial institutions, corporate enterprises, postal
service bureaus, transaction document outsourcers, and
technology providers knowledgeable about the transactional
communications market.
Secondary Research
InfoTrends thoroughly examined existing market
information on key applications, market segments,
competitors, and product categories using a variety of
sources, including industry trade associations, government
agencies, published industry reports, trade articles,
industry databases, company websites, and other sources
(including vendor white papers, user groups, and research
reports). InfoTrends also leveraged research it had
previously published as part of its continuous consulting
services and research.
Forecast Development
InfoTrends sized and forecasted the volume of
transactional communications that consumers in the U.S.
access by key channel. We will do so by combining the
qualitative research with the quantitative interviews,
secondary research, and existing internal information in
adjacent markets.
Analysis & Project Deliverables
InfoTrends’ profess ional staff performed an extens ive
analys is of the research to develop an understanding of
the opportunit ies and issues surrounding mult i -channel
t ransact ional communicat ions in the United States.
Subscr ibers wi l l receive:
• Execut ive Summary address ing key issues,
f indings, and overal l recommendat ions
• Detai led written report with text , charts , and
graphs address ing the object ives of the study
• PowerPoint s l ides containing al l survey charts
• Market s iz ing and f ive year forecast of pr imary
consumer access point for t ransact ional
communicat ions
• Cross-tabulat ions of the survey results for
addit ional analys is of key quest ions and market
segmentat ion (e.g. , vert ica l market ins ight)
• Webinar presentat ion (opt ional )
• On-s i te presentat ion (opt ional )
Terms and Conditions
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to ensure the completeness and accuracy of the
information contained in written and oral reports
in connect ion with the proposed study, no l iabi l i ty
can be accepted by InfoTrends for the results of any
act ions taken by the c l ient in connect ion with such
information, opinions, or advice.
Copyrights
InfoTrends reta ins a l l copyr ights. The reproduct ion of
any mater ia ls i s prohibited without written consent
f rom InfoTrends.
About InfoTrends
InfoTrends is the leading worldwide market research and strategic consult ing f i rm for the digita l imaging and
document solut ions industry. We provide research, analys is , forecasts , and advice to help c l ients understand
market trends, ident i fy opportunit ies, and develop strategies to grow their bus inesses.
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The Future of Multi-channel Transactional Communications in the U.S.
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Listen Now
Join Matt Swain as he discusses how this study
will serve as a critical business planning tool for
all companies with a stake in the transactional
communications marketplace.
