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Entrust Report Finds Consumers Are Ready for the Next Wave of Payment & Identity Technology




News Room Media Inquiry

News Room Media Inquiry

Woman using a phone

Respondents indicated comfort with AI-enabled biometrics to combat banking fraud, while maintaining interest in digital and physical payments services for daily banking activities

MINNEAPOLIS, October 18, 2023 – Today, the Entrust Cybersecurity Institute introduced its latest research, the Digital-First Banking Report. Drawing from a survey of 1,000 consumers in the United States, France, Chile, and Singapore, this report highlights the growing momentum toward digital onboarding in an omnichannel world.

Consumers are ready for the next wave of payment technology, including deployment of AI-driven biometrics to verify identity in digital-first account opening processes. Nearly two-thirds (63%) of respondents indicated that they are comfortable with AI helping their bank detect fraud. Almost half of respondents abandoned a new bank account application after starting because it didn’t feel secure or was too cumbersome.

The new wave of technology needs to seamlessly mix smartphones and payment cards. While almost half of respondents cited instant access to a digital debit or credit card when opening a new account as an important criterion, 89% of respondents also indicated they still have a preference to use physical credit or debit cards. As the transition to digital banking continues, Millennials and Gen Z respondents indicated they strongly preferred physical cards.

“This report clearly demonstrates that we are entering a hybrid future; banks need to provide both physical and digital payment options in order to remain competitive and relevant,” said Jenn Markey, Vice President of Payments and Identity, Entrust. “Digital-first experiences can enable AI-driven digital account opening and onboarding while still providing a digital payment card along with the physical credential, allowing customers secure and accessible options.”

Supporting both physical and digital services will be vital to a bank's success in today’s competitive environment. Three out of four respondents (78%) indicated they would prefer to do their basic daily banking online including making deposits or withdrawals, applying for a credit card, and opening a checking, savings, or investment account. Financial institutions equipped to meet the need for multiple payment and service options will be most likely to remain competitive and thrive in this new banking era.

The Digital-First Banking Report identifies consumer sentiments, preferences, attitudes, and habits during this shift to digital banking and uncovers how physical assets will still be of value to banks as they transition. All respondents had opened, or considered opening, an account within the last three years. To view the full report visit

About Entrust
Entrust keeps the world moving safely by enabling strong identities, secure payments, and protected data. We offer an unmatched breadth of solutions that are critical to the future of secure enterprises, governments, the people they serve, and the data and transactions associated with them. With our experts serving customers in more than 150 countries and a network of global partners, it’s no wonder the world’s most trusted organizations trust us. For more information, visit