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Hosted by
JULIET MANN Journalist & Presenter
Good morning
THE FUTURE OF PAYMENTS How Your Customers’
Behaviour is Driving Innovation
CARDNET
Presented by
ANDREW WASTELL
Senior Client Development Manager,
Lloyds Bank Cardnet
Guest speaker
JEREMY LIGHT
Managing Director, Accenture Payment Services
Guest speaker
MATT BLANKS
Vice President, MasterCard Enterprise
Partnerships
Hosted by
JULIET MANN Journalist & Presenter
Communicate with us in real time… Use the contact form to send us Q&A questions and comments
Introduced by
AIDENE WALSH Managing Director, Lloyds Bank Cardnet
…the best businesses should seek to differentiate themselves through great customer experience…
• Learn about the convergence of physical and digital commerce and how it is driving the future of payments
• Discover how smartphones and digital wallets offer the retailer an
opportunity to address the needs of the consumer
• Hear how new innovators are creating opportunities for businesses of all sizes
In this webinar…
ANDREW WASTELL Senior Client Development Manager, Lloyds Bank Cardnet
…merchants are expected to meet consumer demands regardless of the channel they are using…
• Connecting with customers across the digital and physical world
• Integrating payments into overall great customer experience • Making sense of new developments and choosing what’s right for
your business and customers
AGENDA
CAUSES OF FRICTION
CHANNELS
DEVICE USAGE
50% of purchases influenced by digital information
Adobe
Only 10% of smartphone use is for calls
Worldline
80% of smartphone users ‘showroom’
Worldline
OMNICHANNEL RETAILING
NEW PAYMENT SERVICES
TIPS FOR SMEs
• SMEs can often be more nimble than larger competitors
• Demographics are key: consider accepting mobile payments sooner if your customers are younger
• Smartphone payments will outpace credit and debit cards by 2020 for younger consumers
• In the US, when business owners have embraced mobile payments quickly, their businesses have grown three times faster than the national average
JEREMY LIGHT Managing Director, Accenture Payment Services
… digital and mobile are now the strategy for transforming a business …
E-COMMERCE VS IN-STORE
UK e-commerce sales growing at 26% p.a.
Accenture
By 2018 physical shops will still account for 65% of UK
retail sales Accenture
INTEGRATED SHOPPING EXPERIENCE
Buy jeans online Try jeans in-store Search for voucher
Receive coupon via beacon
Pay at mobile Point of Sale
DIGITAL INNOVATIONS IN RETAIL
UK EXAMPLES
MATT BLANKS Vice President, MasterCard Enterprise Partnerships
… working with cities to enable frictionless payment interactions…
ATHENS JUSTRIDE
UK TRANSIT SYSTEM
JEREMY LIGHT Managing Director, Accenture Payment Services
… mechanisms to initiate payments will be found everywhere …
FUTURE CHANGES
DEVELOPMENTS IN DENMARK
More than 2.8 million Danes use MobilePay
Adobe
More than 21,000 shops accept payments via
MobilePay Worldline
More than 90 million MobilePay transactions take
place every year Worldline
OPENING UP APIs
BIG DATA INNOVATIONS
MATT BLANKS Vice President, Mastercard Enterprise Partnerships
… how contextual commerce connects with the Internet of Things could be a game changer…
CONTEXTUAL COMMERCE
JEREMY LIGHT Managing Director, Accenture Payment Services
… big data allows merchants to find ways of adding value …
ANDREW WASTELL Senior Client Development Manager, Lloyds Bank Cardnet
… security is increasingly a big concern …
E-COMMERCE IN EUROPE
31% of European e-commerce shoppers bought
from a UK website in 2014
€180 billion was spent online in Europe in 2014
159 million European consumers bought things
from abroad online in 2014
Source: PostNord E-Commerce in Europe 2015
MATT BLANKS Vice President, MasterCard Enterprise Partnerships
… working with cities to enable frictionless payment interactions…
SECURITY VS CONVENIENCE
53% of consumers forget crucial passwords more than
once a week
They lose on average 10 minutes resetting their
accounts … as a result, more than a third abandon an
online purchase
Over 50% want to see passwords replaced by
something more convenient
Source: MasterCard
• In-app commerce is a good starting point
• Mobile NFC is the next step from contactless
• Mobile banking apps are gaining traction
CHOOSING WHAT’S RIGHT FOR YOUR BUSINESS
JEREMY LIGHT Managing Director, Accenture Payment Services
… big data allows merchants to find ways of adding value …
• Easy registration or set-up
• Make the transaction friction-free
• Smartphones are integral to people’s lives
• Social media is becoming more important
• Keep your existing customers engaged
CHARACTERISTICS OF SUCCESSFUL ADOPTION
Hosted by
JULIET MANN Journalist & Presenter
LLOYDS BANK CARDNET
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Send in your questions for the Q&A
This content is produced for general information only and should not be relied on as offering advice for any specific set of circumstances. The information shared during our Cardnet webinar series is accurate at the time of recording but many of the regulations we discussed that form the basis of this report are subject to change. Lloyds Bank Cardnet encourage clients to remain up-to-date on regulations and we will continue to use a range of communications platforms to help you navigate the changing payments landscape.