Digitalization of payments drives shifts in consumer service and financial oversight

The rapid digitalization of financial transactions is reshaping both consumer service models and anti-money laundering efforts. In Peru, the Central Reserve Bank reported that the average number of digital payments per adult reached 655 in 2025, representing a 1,230% increase since 2019. This growth is primarily driven by digital wallets, which provide a traceable record of transactions that helps authorities, such as the Financial Intelligence Unit, track illicit funds.

However, the rise of virtual assets presents new challenges. Global estimates from Chainalysis suggest that money laundering via crypto-assets grew from US$ 10 billion in 2020 to over US$ 82 billion in 2025. Experts suggest that rather than slowing innovation, authorities must strengthen detection capabilities through clear regulations and improved oversight of these new ecosystems.

On the consumer side, there is an increasing demand for 24/7 service. Data from Konecta indicates that 80% of customers prefer using digital self-management tools for inquiries and payments. To meet these expectations, companies are prioritizing digital strategies such as proactive prevention, using automated reminders and welcome communications to improve the customer journey and reduce payment delays.