Credit cards are undergoing a transformation. The cards — whether actual plastic or an account residing in a digital wallet — increasingly offer a range of payment and credit possibilities, according to research by Keynova Group.
In tandem with this, the nature of cardholders’ digital user experience, from shopping around for new cards to managing card account security and privacy, is changing.
Self-service channels have improved, thanks to the increasing utility of mobile devices and the growing sophistication of banking websites. Users are in direct control more than ever before and have options like video chat for when they get stuck.
Credit card issuers that don’t keep up with leaders on these trends could see interest in their offerings flag.
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