Wednesday, June 3, 2020 | 12 p.m. ET

The new digital consumer experience: Transparency is power

Card issuers have long grappled with the challenge of satisfying cardholder expectations across the entire purchase journey. The latest focus: the post-transaction experience. Poor interactions lead to unhappy customers, increasing disputes, higher costs and more. To succeed, issuers must understand exactly what cardholders are after. Is it improved clarity into what was purchased? The ability to access merchant rewards and discounts in their mobile app?

Unfortunately, answers to these questions have been few and far between – until now. Ethoca and Aite Group have conducted in-depth research into the issue of post-transaction customer experience by surveying vast numbers of businesses and consumers to get to root of what cardholders want. This insight – combined with the proper tools and expert execution – is exactly what payments stakeholders need to propel their business into the new decade.

In this presentation, Ethoca vice president of sales strategy Steve Durney and Aite GRoup research director Julie Conroy and an issuer guest speaker will discuss…

  • The degree of frustration customers have with current dispute resolution processes
  • The value that consumers place on tools that improve these processes
  • How moving dispute resolution upstream significantly reduces costs and improves customer experience
  • The strategies and solutions available to businesses today
  • The ways that the current dispute system is being abused

All attendees will receive a copy of the latest research report from Aite “The New Digital Consumer Experience: Transparency is Power”, compliments of Ethoca.


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