Getting the Billing and Payments Experience Right Pays Dividends for Billers

Getting the billing and payment customer experience right is about meeting people where they are with essential services that fit how people live their lives. In particular, the study revealed the importance of meeting consumers' need for a multichannel, immediate billing and payment experience that provides important and actionable information to improve financial health.

The survey demonstrates several consumer preferences and trends:

• Consumers expect a multichannel experience
• More billing and payments activities are moving to the mobile channel
• Many consumers struggle to manage their finances and look to billers for assistance