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Whitepaper

Data Says Retailer Perceptions and Consumer Experiences Don’t Align

This report breaks down insights from 150 retailers and 1,000 consumers, highlighting what’s working, what’s not, and how retailers are meeting customer expectations. The retail industry has seen dramatic changes over the past five years, and more changes are ahead. In 2025, as merchants strive to unify commerce and enhance omnichannel experiences, they must also navigate economic uncertainty, boost customer engagement, and invest in artificial intelligence (AI)—all while striking a balance between short-term gains and long-term investments.
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What's Inside?
To get a clear view of what the payment journey looks like, from both sides of the aisle, a recent survey of 150 retailers and 1,000 consumers explored what’s working and what’s not, what consumers want, and how retailers are delivering on customer experiences.
 
The results point to a major retail reset ahead—one with major revenue growth potential—and reveal:
 



    • Where retailers are falling short and missing key opportunities.





    • What’s creating gaps between merchants and shoppers.





    • What these insights mean for the future of retail.



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