A Questex Company
Listen Now
The Future of Multi-channel Transactional
Communications in the U.S.
Production Printing & Media
W h e re w i l l c o n s u m e r s p re f e r to access transactional communications in the future?
W h a t a re b u s i n e s s e s d o i n g t o support changes to consumer preferences?
H o w d o e s c h a n n e l a d o p t i o n and penetration vary by vertical market?
W h a t d o e s t h e p re s e n t m e n t and payment ecosystem look like?
W h e re a re t h e o p p o r t u n i t i e s for technology vendors and service providers?
W h a t s h o u l d k e y s t a k e h o l d e r s do to keep pace with these changes?
A Multi-Client Study
T h e F u t u r e o f M u l t i - c h a n n e l Tr a n s a c t i o n a l
Communications in the U.S.
If you have a stake in the transactional communications market–as
a v e n d o r, s e r v i c e p r o v i d e r, o r e n t e r p r i s e – t h i s s t u d y w i l l s e r v e a s a
critical business planning tool for future market positioning.
Int ro d u c t i o n
Shif t s i n c o n s u m e r b e h a v i o r, b u s i n e s s p o l i c i es,
Technology & service changes
tech n o l o g y, a n d s e r v i c e s h a v e d r i v e n s u s t a i n ed
• Entrance of digital mailbox services
• Focus on preference management
• Advances in Customer Communications chan g e s w i t h i n t h e p re s e n t m e n t a n d p a y m e nt
mar k e t s i n t h e U n i t e d S t a t e s .
Con s i d e r t h e s e re c e n t c h a n g e s :
Con s u m e r b e h a v i o r a l c h a n g e s
• M o re c o n n e c t i v i t y a n d h u n g e r f o r a p ps
• E x p o n e n t i a l i n c re a s e s i n t a b l e t c o m p uting
• I n c re a s e d c o m f o r t t r a n s a c t i n g b u s i n e ss
online and via mobile
• Polarizing views on data security –
d i g i t a l i s s u p e r i o r t o p r i n t a n d v i c e v ersa
• Expansions of mobile payment technologies Management (CCM)
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 serves as a
Bus i n e s s p o l i c y c h a n g e s
critical business planning tool for all companies
• P a p e r l e s s b y d e f a u l t a t a c c o u n t i n c e p tion
with a stake in the transactional communications
• P a y f o r p r i n t v e r s i o n s o f b i l l s a n d s t a tements
marketplace.
• H o u s e h o l d i n g o f c r i t i c a l c o m m u n i c a t i ons
• Summary statements
• M o re ro b u s t m a r k e t i n g e ff o r t s
• S l o w e r d e l i v e r y v i a t h e U S P S ( i n s o m e cases)
Who S h o u l d S u b s c r i b e
• Supply an overview of key providers in the network
Vendo r s a n d S e r v i c e P ro v i d e r s
• Size the delivery market and foreca st its growth The bus i n e s s e s y o u s u p p o r t e x p e c t t o b e e d u c a t ed on
through 2017
emergin g t o o l s a n d t e c h n o l o g i e s , c o n s u m e r n e e ds, and
• Provide scenario planning and strat egy change s w i t h i n t h e i r v e r t i c a l m a r k e t . T h i s s t u d y provides
the insi g h t y o u n e e d t o b e v i e w e d a s a t r u s t e d advisor
Market Research
recommendations
and hel p y o u r c u s t o m e r s d r i v e f o r w a rd t h e i r m u ltichanne l t r a n s a c t i o n al c o m m u n i c a t i o n s i n i t i a t i v e s.
InfoTrends’ study methodology encompasses primary and
secondary research, coupled with analysis of market news
Enterp r i s e O r g a n i z a t i o n s
Your cu s t o m e r s ’ n e e d s a re c h a n g i n g f a s t e r n o w than
ever be f o re . Yo u r c h a l l e n g e i s t o m a n a g e t h e b readth
of their re q u i re m e n t s a n d m a k e e d u c a t e d d e c i s i ons on
where t o i n v e s t . T h i s s t u d y h e l p s y o u b e t t e r u n derstand
the cha n n e l s t h a t y o u r c u s t o m e r s a re e x p o s e d t o
and wh e re t h e y e x p ec t t o c o m m u n i c a t e w i t h y o u in
and trends in the United States and abroad.
Primary Research
Consumer Survey
2,025 web-based surveys of residents of the United States
who were at least age 18 and the primary person responsible
for household mail management.
the futu re .
Proje c t O b j e c t i v e s
Business Survey
267 web-based surveys of businesses in the United States.
This stu d y p ro v i d e s a n s w e r s t o q u e s t i o n s s u r ro u nding
Respondents are responsible for critical communications
the mul t i - c h a n n e l t r a n s a c t i o n a l c o m m u n i c a t i o n s market
delivery and/or payment strategy, have an understanding
from th e p e r s p e c t i v e o f :
of the various delivery and/or payment channels, and have
knowledge about their company’s future goals.
• C o n s u m e r s
• B i l l p re s e n t m e n t p ro f e s s i o n a l s
In-depth Interviews
• B i l l p a y m e n t p ro f e s s i o n a l s
20+ in-depth phone interviews with a combination of insight
• O t h e r k e y s t a k e h o l d e r s
Primary o b j e c t i v e s i n c l u d e :
• P i n p o i n t b e h a v i o r a l a n d a t t i t u d i n a l s h i f t s among consumers
• I d e n t i f y b u s i n e s s s t r a t e g y s h i f t s w i t h i n k ey v e r t i c a l m a r k et s
from financial institutions, corporate enterprises, postal
service bureaus, transaction document outsourcers, and
technology providers knowledgeable about the transactional
communications market.
Secondary Research
InfoTrends thoroughly examined existing market
information on key applications, market segments,
competitors, and product categories using a variety of
• PowerPoint slides containing all survey charts
• Market sizing and five year forecast of primary consumer access point for tran sactional communications
sources, including industry trade associations, government
agencies, published industry reports, trade articles,
additional analysis of key questions and market industry databases, company websites, and other sources
segmentation (e.g., vertical market insight)
(including vendor white papers, user groups, and research
• Webinar presentation (optional)
• On-site presentation (optional)
reports). InfoTrends also leveraged research it had
previously published as part of its continuous consulting
• Cross-tabulations of the survey results for services and research.
Forecast Development
InfoTrends sized and forecasted the volume of
transactional communications that consumers in the U.S.
access by key channel. We will do so by combining the
qualitative research with the quantitative interviews,
secondary research, and existing internal information in
adjacent markets.
Anal y s i s & P ro j e c t
Deli v e r a b l e s
InfoTren d s ’ p ro f e s s i o n a l s t a ff p e r f o r m e d a n e x t ensive
Terms and Conditions
Liability for Advice
Although reasonable efforts were made by InfoTrends
to ensure the completeness and accur acy of the
information contained in written and oral reports
in connection with the proposed study, no liability
can be accepted by InfoTrends for the results of any
actions taken by the client in connect ion with such
information, opinions, or advice.
Copyrights
analysis o f t h e re s e a rc h t o d e v e l o p a n u n d e r s t a nding of
InfoTrends retains all copyrights. The reproduction of
the opp o r t u n i t i e s a n d i s s u e s s u r ro u n d i n g m u l t i - channel
any materials is prohibited without written consent
transac t i o n a l c o m m u n i c a t i o n s i n t h e U n i t e d S t a tes.
from InfoTrends.
Subscri b e r s w i l l re c e i v e :
• E x e c u t i v e S u m m a r y a d d re s s i n g k e y i s s u e s, f i n d i n g s , a n d o v e r a l l re c o m m e n d a t i o n s
• D e t a i l e d w r i t t e n re p o r t w i t h t e x t , c h a r t s , and g r a p h s a d d re s s i n g t h e o b j e c t i v e s o f t h e s tudy
About InfoTrends
InfoTre n d s i s t h e l e a d i n g w o r l d w i d e m a r k e t re s earch and strategic consulting firm for the digital imaging and
docum e n t s o l u t i o n s i n d u s t r y. We p ro v i d e re s e a rch, analysis, forecasts, and advice to help clients understand
marke t t re n d s , i d e n t i f y o p p o r t u n i t i e s , a n d d e v elop strategies to grow their businesses.
Headquarters
U.S.
97 Libbey Industrial Parkway
We y m o u t h , M A 0 2 1 8 9
USA
+1 781 616 2100
i n f o @ i n f o t re n d s . c o m
E u ro p e
9 6 0 C a p a b i l i t y G re e n
Luton, Beds LU1 3PE
United Kingdom
+44 1582 635048
e u ro . i n f o @ i n f o t re n d s . c o m
Japan
Ebisu IS Bldg. 8F
1-13-6 Ebisu, Shibuya-ku
To k y o 1 5 0 - 0 0 1 3
J ap a n
+81 3 5475 2663
i n f o @ i n f o t re n d s . c o . j p
The Future o f M u l t i - c h a n n e l Tr a n s a c t i o n a l C o m m u n i c a t i o n s in the U.S.
Join Matt Swain as he discusses how this study
will serve as a critical business planning tool for
Listen Now
all companies with a stake in the transactional
communications marketplace.
A u t h o r i z a t i on Form
Subscriber Rate
Sub s c r i p t i o n i n c l u d e s :
$14,995
• Executive Summary
• Full Report
• P o w e r P o i n t P re s e n t a t i o n
• M a r k e t S i z i ng & F o re c a s t
• E x t e n s i v e D at a B o o k s
Purch a s e o rd e r n u m b e r
Signa t u re
Name
T itle
Comp a n y
Addre s s
City, S t a t e , Z i p
Coun t r y
Telep h o n e
E-ma i l
E-mail the completed form to keith.lavangie@infotrends.com or fax to +1 781.616.2121.