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The Future of Multi-channel Transactional Communications in the U.S.

Published: May 2013

      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.

Shifts in consumer behavior, business policies, technology, and services have driven sustained changes within the presentment and payment markets in the United States.

Consider these recent changes:

  • Consumer behavioral changes
    - More connectivity and hunger for apps
    - Exponential increases in tablet computing
    - Increased comfort transacting business online and via mobile
    - Polarizing views on data security – digital is superior than print and vice versa
  • Business policy changes
    - Paperless by default at account inception
    - Pay for print versions of bills and statements
    - Householding of critical communications
    - Summary statements
    - More robust marketing efforts
    - Slower delivery via the USPS (in some cases)
  • Technology & service changes
    - Entrance of digital mailbox services
    - Focus on preference management
    - Advances in Customer Communications Management (CCM)
    - Expansions of mobile payment technologies and services
    - Cloud-based services

As a result, many businesses are asking how to best support their transactional communications needs. Having a proper understanding of this landscape is paramount. This study will serve as a critical business planning tool for all companies with a stake in the transactional communications marketplace.

Project Objectives

This study provides answers to questions surrounding the multi-channel transactional communications market from the perspective of:

  • Consumers
  • Bill presentment professionals
  • Bill payment professionals
  • Other key stakeholders

Primary objectives include:

  • Pinpoint behavioral and attitudinal shifts among consumers
  • Identify business strategy shifts within key vertical markets
  • Supply an overview of key providers in the network
  • Size the delivery market and forecast its growth through 2017
  • Provide scenario planning and strategy recommendations

Analysis & Project Deliverables

InfoTrends’ professional staff will perform an extensive analysis of the research to develop an understanding of the opportunities and issues surrounding multi-channel transactional communications in the United States. Subscribers will receive:

  • Executive Summary addressing key issues, findings, and overall recommendations
  • Detailed written report with text, charts, and graphs addressing the objectives of the study
  • PowerPoint slides containing all survey charts
  • Market sizing and five year forecast of primary consumer access point for transactional communications
  • Cross-tabulations of the survey results for additional analysis of key questions and market segmentation (e.g., vertical market insight)

Getting Started

For more information on the study, contact Scott Phinney at +1 781 616 2123 or
via e-mail at


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