Скачать или смотреть NMI Survey What Consumers Want from Payments in 2025

From self-checkout frustration to rising concerns about AI, the payment landscape in 2025 will be driven by a demand for convenience, security and choice.

In this blog podcast we uncovers how each generation approaches payments, highlighting key differences in their expectations for convenience, security and emerging technologies.

It's widely accepted that Gen X is the generation that straddled analog and digital, growing up alongside the digital revolution. Meanwhile, Millennials and Gen Z are leading the charge on digital wallets and embedded payments, while Baby Boomers remain cautious about emerging technologies like AI.

Do any of the below sound familiar to you?

🟣 Self-Checkout vs. Frustration:
54% of Gen X want more self-checkout options. Yes, they’re tech-savvy but also expect reliability after years of adapting to evolving technology. Millennials (67%) and Gen Z (67%) also want more self-service, but frustration is commonplace. 44% of all consumers find unattended payments irritating when things go wrong.

🔒 Security First:
No surprise (!) - this matters to all ages! 71% of our respondents prioritize stronger security and fraud protection. However, it was the Baby Boomers whose regard for safety reflected their cautious approach to new tech, with 42% having no interest in AI-driven payments at all.

💳 Flexible Payment Options Are Non-Negotiable:
81% want businesses to offer digital wallets, P2P payments (like Venmo), and BNPL.
36% of our Gen Z group stated they are already using wearables for payments, and a further 60% plan to increase their digital wallet use. This is an indication they’re embracing the next wave of embedded technology.

🤖 What about AI? Proceed with Caution!
Only 26% of consumers are comfortable with AI-driven payments. It was clear that transparency is key, with 51% of Gen Z worrying about over-reliance on AI, highlighting the need for clear communication.

🎁 Loyalty Pays Off:
Retail has an important role to play in driving the future of payments. 87% of consumers (especially 90% of Gen Z) prefer retailers offering instant rewards and personalized discounts.