Jordan McKee is a Principal Research Analyst for Customer Experience & Commerce, leading the coverage of the payments ecosystem at 451 Research, a part of S&P Global Market Intelligence. He focuses on the digital transformation of the commerce value chain, with an emphasis on the major trends and technologies impacting payment networks, issuing and acquiring banks, payment processors and other payments industry stakeholders. His research helps vendors and enterprises assess and address the implications of the ongoing digitization of the shopping journey.
Jordan joined 451 Research with the company's acquisition of Yankee Group in 2013. Before joining 451 Research, he worked at OnProcess Technology, helping telecom and financial services businesses improve their customer experience and service supply chain strategies. Prior to this, he was a member of FM Global's internal market research unit, analyzing trends in the insurance sector.
Jordan is listed on the Electronic Transactions Association's Forty Under 40 list for 2018. He is frequently engaged by the media to share his insights on digital payments and has been quoted in the Wall Street Journal, New York Times, Forbes, TIME, Businessweek and The Financial Times. McKee is a regular speaker at client and industry events, delivering keynotes and moderating panels at SXSW, Money20/20 and ETA TRANSACT. Additionally, Jordan is a Forbes fintech contributor and sits on the board of advisors for the Mobile Payments Conference.
Jordan holds a bachelor's degree with a concentration in marketing from Bryant University.
The company recently held its first analyst day under the leadership of its new CEO. Throughout the event, ACI concentrated on communicating a simpler story while emphasizing its commitment to becoming more focused and agile in its approach to the market.
This report presents key payments findings from 451 Research's VoCUL population representative survey, which queried more than 1,250 consumers on the commerce and payment experiences they've engaged in during the COVID-19 pandemic, in addition to pain points they've encountered before and after checkout.
Combining 451 Research's industry-leading analysis with a proprietary global panel of IT and line-of-business decision-makers, Voice of the Enterprise: Customer Experience & Commerce tracks the disruption occurring in the market and exposes the major opportunities for enterprises, IT vendors, suppliers and investors. This survey focuses on commerce, payments and fraud trends. It was completed in April 2020 with approximately 260 commerce technology decision-makers in North America.
Payment service providers can gain compelling advantages by connecting directly into Visa and Mastercard, but doing so entails integration challenges and ongoing operational requirements. Silverflow has emerged to modernize and abstract the complexity of this process for PSPs with its cloud-native processing platform.
451 Research's Voice of the Connected User Landscape (VoCUL) conducts a population representative survey of US consumers about technology adoption, usage and buying intentions to understand how various tech trends are materializing in the mass market. Topics covered in our Connected Customer end-user survey include spending and shopping expectations, adoption and usage of connected experiences, tracking of the ideal customer experience, digital payment utilization and preferences for online vs. in-store shopping experiences. It also includes tracking of millennials and other age groups, customer service behaviors and demand for new customer touchpoints. The Q2 2020 survey was fielded from April 2 to May 5, 2020 among approximately 5,000 respondents.
Presented 10/22/2020. Presenter: Jordan McKee, Principal Research Analyst, Customer Experience & Commerce
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