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Based on interviews with around 7,000 senior IT executives, Ovum’s ICT Enterprise Insights program answers key questions concerning enterprises’ needs at a country and industry level. This brief focuses on the top findings for payment strategies among merchants.


  • Merchants plan to invest heavily in new payment solutions and related services in 2017. Across all retail and service businesses, accepting new payment tools will be the single largest top-three IT priority, with 38% of merchants investing in this area.
  • There will be strong growth in spending on projects to increase sales via online and mobile, with 66% of merchants increasing their investment in these areas, and 30% increasing spend by more than 6%.
  • Merchants surveyed as part of Ovum’s ICT Enterprise Insights study believe that in-store or physical distribution will account for a 7% smaller share of total sales in 2018 than in 2016, with growth in online and mobile (browser and app) accounting for the change.

Features and Benefits

  • Understand the pain points and the payments IT buying intentions of your customers and targets, based on our granular primary research
  • Learn exactly how attitudes to payment services differ by business type, size, and region, and adjust your go-to-market planning accordingly
  • See where and how your peers plan to invest in their payments capabilities to enhance their customer experience, and avoid being left behind

Key questions answered

  • What are the most important payments IT issues for merchants in 2017?
  • How will the move to online and mobile commerce affect the way merchants need and consume payments technology?
  • Which sectors and regions will experience the biggest changes in the coming 18 months?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for vendors

POS hardware, CRM/marketing, and payment acceptance will drive IT investment in 2017

  • Payment solutions will be an important focus area for merchants looking to improve the customer experience
  • Driving digital channel sales and new payment acceptance sales will see the greatest budget growth in 2017
  • Merchants are open to looking outside their current providers for support

Ovum's ICT Enterprise Insights program

  • IT and communications insight by line of business


  • Methodology
  • Author

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