"COVID-19 has shifted consumers away from card-based payments experiences, while P2P has accelerated a change enabling merchants to own the payments experience itself,
Debbie Guerra, executive vice president of merchant and payments intelligence solutions at
ACI, told PYMNTS in a recent interview.
Guerra said that’s because consumers increasingly value speed and simplicity when it comes to all aspects of life, including their interactions with businesses. “Payments are no exception,” she said, noting that a variety of firms – from retailers to insurance providers – are tailoring their customer journeys to meet consumer demands."