Report

Moving the needle with digital cardholder engagement

Digital cardholder engagement is becoming a critical growth lever for card issuers as mobile-first banking becomes the standard. This report shows how issuers can move beyond basic card features to richer, AI-ready experiences that drive usage, loyalty, and operational efficiency. 

This FIS and Celent report examines the evolution of digital cardholder engagement, from table-stakes capabilities like card controls and alerts to differentiated experiences such as subscription management, transaction enrichment, and real-time decline guidance. It also outlines how issuers can prepare for AI-first engagement, including AI copilots, agentic commerce, and interactions with customers’ AI agents.

Key Takeaways

• How stronger digital engagement can increase card usage, loyalty, and transaction activity
• Why issuers must move from basic features to orchestrated cardholder experiences
• What capabilities differentiate leading issuers across setup, transaction, and servicing journeys
• How AI copilots, agentic commerce, and customer AI agents will shape future engagement

Topics