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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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.