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The Wallet in the Cloud
             € $
             £
Eelco van Wijk
Algemeen Directeur, PayPal Nederland en België
About PayPal

m-Commerce is here

How will the market evolve?

Our vision: the mobile wallet

How we realize the vision

Real life examples

1 yr mobile on the NL market: insights
About PayPal

m-Commerce is here

How will the market evolve?

Our vision: the mobile wallet

How we realize the vision

Real life examples

1 yr mobile on the NL market: insights
PayPal REPRESENTS 18% OF GLOBAL E-COMMERCE

>230 millions accounts worldwide, >106           million active




   110                                            Incl. 67 million in Europe

                                                                          2

                                                            26
                                                                   3,5
                                                                         12
                                                                 10
          2011 Key figures
 Created in 1998, part of       since 2002                                 5
 $118B in total payment volume (+29%)
 $3B in stored value (saldo) spent every 2
                                                            3
weeks
 Bank License in Europe


           2/2/2012              PAYPAL MOBILE   CONFIDENTIAL AND PROPRIETARY   4
MOBILE IS IN OUR DNA




                                    2001     2002
                      1998
                                                           2004




                  2011                              2007
                                      2010

                             DONE




LOGIN   REVIEW
                 PAYMENT
                 COMPLETE
About PayPal

m-Commerce is here

How will the market evolve?

Our vision: the mobile wallet

How we realize the vision

Real life examples

1 yr mobile on the NL market: insights
M-COMMERCE IS HERE, NOW…



       TRENDS                                          NEW OPPORTUNITIES



• Rakuten (Japan) sales already                   • m-Commerce to represent
  20% via mobile1                                   20% of e-commerce by 20152

• eBay, Inc.:                                     • Mobile devices will „close the
                                                    loop„ by getting customers
                                                    back into the stores

                                                  • Mobile offers high street
                                                    retailers opportunities to take
                                                    proven internet consumer
                                                    acquisition & CRM methods
                                                    offline

                                                                           1) Morgan Stanley 2) ABI Reserach



           2/2/2012               PayPal MOBILE      CONFIDENTIAL AND PROPRIETARY                      7
IF EU FOLLOWS US TREND, M-COMMERCE WILL AT LEAST DOUBLE


m-Commerce adoption in US twice as high as in Europe, and still growing…




         2/2/2012              PAYPAL MOBILE   CONFIDENTIAL AND PROPRIETARY   8
Who is the mobile shopper, and what do they buy?

A VERY attractive consumer            Buying digital goods (as expected)…
for any retailer…                     & a lot more!

                                                  MP3 Music                                  43%
  36% make a purchase on their                       Ringtone                          38%
  phone while in-store
                                                          App                         36%
  83% are between 18-44 years old      Music (other than MP3)                   31%
  72% are smartphone owners                        Electronics                  31%

  54% are male, 46% are female                          Books                  30%
                                                      Clothing                 30%
  52% make more than $50k a
                                                DVD/Blu-Ray                   28%
  year; 32% make more than $75k a
                                                         Hotel          23%
  year
                                                           CD           22%
  32% have an iPad                              Airline Tickets         22%
                                             Streaming Movie      19%
                                                    Groceries     18%




                  Source: Insight Express
Most attractive segment: “Dual owners”

                                                 Highly Engaged with Mobile:
                                                 • Make 2x as many mobile purchases as
                                                 smartphone-only buyers (40% made >20
                                                 purchases in past 12 months)
                                                 • Make purchases as frequently as online
                                                 purchases

                                                 Incremental Spenders:
                                                 • 60% indicated higher overall spending
                                                 due to their mobile purchase activity (vs.
Different set
                                                 29% for smartphones)
of shopping
activities for
                                                 High Value Customers:
each device
                                                 • 67% Male; 37 yrs old, $120K average
                                                 Household Income, 65% with kids



Tablet owners may be enticed to spend more due to the larger screen/keyboard
and touchscreen capabilities. Retailers should think about how dual owners use
both devices in complementary ways to shop their brand.
                   PayPal Mobile PayPal
                     Source:                                                                        10
                                          &Confidential and Proprietary& Attitude Research, October 2011
                                            Ipsos Mobile Usage
                                                                                                           10
About PayPal

m-Commerce is here

How will the market evolve?

Our vision: the mobile wallet

How we realize the vision

Real life examples

1 yr mobile on the NL market: insights
The wallet in the cloud
M-COMMERCE WILL EVOLVE INTO NEW AREAS


  M-COMMERCE WILL Remote commerce
     Apps         EVOLVE INTO NEW AREAS
                                   Online2offline


Global Mobile Apps
  Revenues ($B)
                     29



              19


       11.8

 6.8
                          •Portion of $700B+ e-               • Mobile driving store
                           Commerce migrating to m-             traffic with deals
                           Commerce                           • Mobile key enabler for
                          •LBS, time sensitive sales &          redemption
2010 2011 2012 2013
                           ubiquity create incremental        • Estimated $1T
(Gartner)                  sales opportunities                  opportunity
                          •eBay sold $5B+ in 2011
                          •Japan showing the way


              2/2/2012           PAYPAL MOBILE    CONFIDENTIAL AND PROPRIETARY       13
JAPAN SHOWING THE WAY IN “BLURRING THE LINES”




       2/2/2012        PAYPAL MOBILE   CONFIDENTIAL AND PROPRIETARY   14
About PayPal

m-Commerce is here

How will the market evolve?

Our vision: the mobile wallet

How we realize the vision

Real life examples

1 yr mobile on the NL market: insights
The future of shopping




         2/2/2012        PAYPAL MOBILE   CONFIDENTIAL AND PROPRIETARY   16
A SEPARATE PAYMENT METHOD FOR EVERY SINGLE USE CASE?




      THEORY                                  REALITY


        2/2/2012         PAYPAL MOBILE   CONFIDENTIAL AND PROPRIETARY   17
THE FIRST 3 STEPS




                           In 2
                           clicks!




      Mobile
      Wallet
                     Mobile
                    Commerce
                                    Convergence
                                     Online, Mobile
                                       & Offline
CONVERGENCE INTO 1 MULTICHANNEL WALLET
A WALLET JUST LIKE YOUR LEATHER ONE… BUT BETTER


       PROMOTIES &
       COUPONS                       LOYALITEIT




MOBILE                                        SCANNEN
COMMERCE




             €$£                             IN-STORE
  BETALING                                   PRIJSVERGELIJKING




                                     BOODSCHAPPEN-
    WINKELLOKATIE
                                     LIJSTJES
MULTICHANNEL WALLET NOT RESTRICTED TO 1 DEVICE



       Existing devices….                                        & new ones!




Android &                  Navigation
other tablets

                                          Parking



 Xbox 360




                                           Kiosk
                                POS
   Samsung TV                (Ingenico)


                2/2/2012                   PAYPAL MOBILE   CONFIDENTIAL AND PROPRIETARY   21
ROAD TO A MULTICHANNEL WALLET


    From a smartphone                                       …to a multichannel
       application…                                               Wallet

   5m consumers engaged




Apps available on iPhone, Android, RIM
                                                       All that you have in your leather
Key Features: Send/Request Money, Check                 wallet: Cash, payments cards, loyalty
 balance/History, Bank Transfer, Split Check,
 Charity Donation, Mobile Check Capture, Local          cards, receipts


           2/2/2012                    PAYPAL MOBILE        CONFIDENTIAL AND PROPRIETARY    22
WALLET CONCEPTUALIZATION: USE CASE “SHOPPING” 1/3




                                             MOBILE 2011 STRATEGY 2/2/2012
                                             Confidential and Proprietary    23
WALLET CONCEPTUALIZATION: USE CASE “SHOPPING” 2/3




                                             MOBILE 2011 STRATEGY 2/2/2012
                                             Confidential and Proprietary    24
WALLET CONCEPTUALIZATION: USE CASE “SHOPPING” 3/3




                                             Confidential and Proprietary   2/2/2012   25
About PayPal

m-Commerce is here

How will the market evolve?

Our vision: the mobile wallet

How we realize the vision

Real life examples

1 yr mobile on the NL market: insights
OPEN PLATFORM ENABLES ACCELERATED INNOVATION




       2/2/2012     PAYPAL MOBILE   CONFIDENTIAL AND PROPRIETARY   27
BEYOND MOBILE: OPEN PLATFORM LETS DEVELOPERS EMBED AT WILL




 Pay with remote control on Philips &      Integration of SendMoney
 Samsung connected TV‟s                    functionality in Internetbanking




   Empowering “social commerce”
                                        1-click payment for paid content

                                                                              28
BUT, TODAY IS ABOUT MOBILE…


   ..and taking away the hurdles in mobile payments is a
   key factor for successful m-Commerce models




      2/2/2012            PAYPAL MOBILE   CONFIDENTIAL AND PROPRIETARY   29
TAKING AWAY THE M-COMMERCE HURDLES


User experience
  • Consumers less patient on mobile devices.
    Experience has to be better than the web                                  FAST
  • Users unwilling to fill forms on a mobile device for
    billing and shipping information
                                                                              CONVENIENT
  • Entering debit or credit card info on a phone still a
    hassle


Trust & security perception

  • Mobile is like the web: open to fraudsters and                            SECURE
    attacks
  • Consumers perception at risk when requesting to
                                                                              TRUSTWORTHY
    enter financial info into an unknown environment

            2/2/2012                 PAYPAL MOBILE    CONFIDENTIAL AND PROPRIETARY     30
HOW PayPal ADDRESSES NEED FOR SPEED &
CONVENIENCE


                 LOGIN                                      REVIEW

                   Expands to list                                       Expands to change
                   purchase details                                      funding source




                                                                         Expands to change
                                                                         shipping address
                   Log In using email and
                   password or phone and pin




      Login                                             Review




      2/2/2012                          PAYPAL MOBILE   CONFIDENTIAL AND PROPRIETARY         31
About PayPal

m-Commerce is here

How will the market evolve?

Our vision: the mobile wallet

How we realize the vision

Real life examples

1 yr mobile on the NL market: insights
SUCCESSFUL M-COMMERCE EXAMPLE 1




Proposition:
• See listings, trailers
• Select movie, cinema, time
• Pay
• Get QR-code as ticket

Advantages:
• Buy ticket anyplace,
anytime
• No more waiting in line
• Show up last minute

Result:
• 5K tickets in 2 weeks,
iPhone only!
• Success led to decision to
do Android, Streaming

            2/2/2012           PAYPAL MOBILE   CONFIDENTIAL AND PROPRIETARY   33
SUCCESFULL M-COMMERCE EXAMPLES 2




Consumers
asked for buying
functionality in
the app




Time sensitive
component
crucial for
auction model




           2/2/2012    PAYPAL MOBILE   CONFIDENTIAL AND PROPRIETARY   34
About PayPal

m-Commerce is here

How will the market evolve?

Our vision: the mobile wallet

How we realize the vision

Real life examples

1 yr mobile on the NL market: insights
PayPal: MOBIEL BETAALGEDRAG VERRAST OP ALLE VLAKKEN




                             Wat wordt mobiel afgerekend?
                             Hoogste mobiele trx: $2.451 (juwelen)

                             Merchants met grootste omzet mobiel:
                             1. Consumentenelectronica deals
                             2. Private sales
                             3. Mode-merk

                             Meeste transacties via mobiel:
                             1. Consumentenelectronica deals
                             2. VOIP top-up
                             3. C2C handelssite
Concluding…




Mobile shopping is happening
now. It’s a huge opportunity for
retailers



Simple, safe checkout will help
drive conversion and adoption



Mobile will cause convergence
of e-Commerce and traditional
retail channels




                                   37
€ $
       £
Thank you

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The wallet in the cloud

  • 1. The Wallet in the Cloud € $ £ Eelco van Wijk Algemeen Directeur, PayPal Nederland en België
  • 2. About PayPal m-Commerce is here How will the market evolve? Our vision: the mobile wallet How we realize the vision Real life examples 1 yr mobile on the NL market: insights
  • 3. About PayPal m-Commerce is here How will the market evolve? Our vision: the mobile wallet How we realize the vision Real life examples 1 yr mobile on the NL market: insights
  • 4. PayPal REPRESENTS 18% OF GLOBAL E-COMMERCE >230 millions accounts worldwide, >106 million active 110 Incl. 67 million in Europe 2 26 3,5 12 10 2011 Key figures  Created in 1998, part of since 2002 5  $118B in total payment volume (+29%)  $3B in stored value (saldo) spent every 2 3 weeks  Bank License in Europe 2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 4
  • 5. MOBILE IS IN OUR DNA 2001 2002 1998 2004 2011 2007 2010 DONE LOGIN REVIEW PAYMENT COMPLETE
  • 6. About PayPal m-Commerce is here How will the market evolve? Our vision: the mobile wallet How we realize the vision Real life examples 1 yr mobile on the NL market: insights
  • 7. M-COMMERCE IS HERE, NOW… TRENDS NEW OPPORTUNITIES • Rakuten (Japan) sales already • m-Commerce to represent 20% via mobile1 20% of e-commerce by 20152 • eBay, Inc.: • Mobile devices will „close the loop„ by getting customers back into the stores • Mobile offers high street retailers opportunities to take proven internet consumer acquisition & CRM methods offline 1) Morgan Stanley 2) ABI Reserach 2/2/2012 PayPal MOBILE CONFIDENTIAL AND PROPRIETARY 7
  • 8. IF EU FOLLOWS US TREND, M-COMMERCE WILL AT LEAST DOUBLE m-Commerce adoption in US twice as high as in Europe, and still growing… 2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 8
  • 9. Who is the mobile shopper, and what do they buy? A VERY attractive consumer Buying digital goods (as expected)… for any retailer… & a lot more! MP3 Music 43% 36% make a purchase on their Ringtone 38% phone while in-store App 36% 83% are between 18-44 years old Music (other than MP3) 31% 72% are smartphone owners Electronics 31% 54% are male, 46% are female Books 30% Clothing 30% 52% make more than $50k a DVD/Blu-Ray 28% year; 32% make more than $75k a Hotel 23% year CD 22% 32% have an iPad Airline Tickets 22% Streaming Movie 19% Groceries 18% Source: Insight Express
  • 10. Most attractive segment: “Dual owners” Highly Engaged with Mobile: • Make 2x as many mobile purchases as smartphone-only buyers (40% made >20 purchases in past 12 months) • Make purchases as frequently as online purchases Incremental Spenders: • 60% indicated higher overall spending due to their mobile purchase activity (vs. Different set 29% for smartphones) of shopping activities for High Value Customers: each device • 67% Male; 37 yrs old, $120K average Household Income, 65% with kids Tablet owners may be enticed to spend more due to the larger screen/keyboard and touchscreen capabilities. Retailers should think about how dual owners use both devices in complementary ways to shop their brand. PayPal Mobile PayPal Source: 10 &Confidential and Proprietary& Attitude Research, October 2011 Ipsos Mobile Usage 10
  • 11. About PayPal m-Commerce is here How will the market evolve? Our vision: the mobile wallet How we realize the vision Real life examples 1 yr mobile on the NL market: insights
  • 13. M-COMMERCE WILL EVOLVE INTO NEW AREAS M-COMMERCE WILL Remote commerce Apps EVOLVE INTO NEW AREAS Online2offline Global Mobile Apps Revenues ($B) 29 19 11.8 6.8 •Portion of $700B+ e- • Mobile driving store Commerce migrating to m- traffic with deals Commerce • Mobile key enabler for •LBS, time sensitive sales & redemption 2010 2011 2012 2013 ubiquity create incremental • Estimated $1T (Gartner) sales opportunities opportunity •eBay sold $5B+ in 2011 •Japan showing the way 2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 13
  • 14. JAPAN SHOWING THE WAY IN “BLURRING THE LINES” 2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 14
  • 15. About PayPal m-Commerce is here How will the market evolve? Our vision: the mobile wallet How we realize the vision Real life examples 1 yr mobile on the NL market: insights
  • 16. The future of shopping 2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 16
  • 17. A SEPARATE PAYMENT METHOD FOR EVERY SINGLE USE CASE? THEORY REALITY 2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 17
  • 18. THE FIRST 3 STEPS In 2 clicks! Mobile Wallet  Mobile Commerce  Convergence Online, Mobile & Offline
  • 19. CONVERGENCE INTO 1 MULTICHANNEL WALLET
  • 20. A WALLET JUST LIKE YOUR LEATHER ONE… BUT BETTER PROMOTIES & COUPONS LOYALITEIT MOBILE SCANNEN COMMERCE €$£ IN-STORE BETALING PRIJSVERGELIJKING BOODSCHAPPEN- WINKELLOKATIE LIJSTJES
  • 21. MULTICHANNEL WALLET NOT RESTRICTED TO 1 DEVICE Existing devices…. & new ones! Android & Navigation other tablets Parking Xbox 360 Kiosk POS Samsung TV (Ingenico) 2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 21
  • 22. ROAD TO A MULTICHANNEL WALLET From a smartphone …to a multichannel application… Wallet 5m consumers engaged Apps available on iPhone, Android, RIM All that you have in your leather Key Features: Send/Request Money, Check wallet: Cash, payments cards, loyalty balance/History, Bank Transfer, Split Check, Charity Donation, Mobile Check Capture, Local cards, receipts 2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 22
  • 23. WALLET CONCEPTUALIZATION: USE CASE “SHOPPING” 1/3 MOBILE 2011 STRATEGY 2/2/2012 Confidential and Proprietary 23
  • 24. WALLET CONCEPTUALIZATION: USE CASE “SHOPPING” 2/3 MOBILE 2011 STRATEGY 2/2/2012 Confidential and Proprietary 24
  • 25. WALLET CONCEPTUALIZATION: USE CASE “SHOPPING” 3/3 Confidential and Proprietary 2/2/2012 25
  • 26. About PayPal m-Commerce is here How will the market evolve? Our vision: the mobile wallet How we realize the vision Real life examples 1 yr mobile on the NL market: insights
  • 27. OPEN PLATFORM ENABLES ACCELERATED INNOVATION 2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 27
  • 28. BEYOND MOBILE: OPEN PLATFORM LETS DEVELOPERS EMBED AT WILL Pay with remote control on Philips & Integration of SendMoney Samsung connected TV‟s functionality in Internetbanking Empowering “social commerce” 1-click payment for paid content 28
  • 29. BUT, TODAY IS ABOUT MOBILE… ..and taking away the hurdles in mobile payments is a key factor for successful m-Commerce models 2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 29
  • 30. TAKING AWAY THE M-COMMERCE HURDLES User experience • Consumers less patient on mobile devices. Experience has to be better than the web FAST • Users unwilling to fill forms on a mobile device for billing and shipping information CONVENIENT • Entering debit or credit card info on a phone still a hassle Trust & security perception • Mobile is like the web: open to fraudsters and SECURE attacks • Consumers perception at risk when requesting to TRUSTWORTHY enter financial info into an unknown environment 2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 30
  • 31. HOW PayPal ADDRESSES NEED FOR SPEED & CONVENIENCE LOGIN REVIEW Expands to list Expands to change purchase details funding source Expands to change shipping address Log In using email and password or phone and pin Login Review 2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 31
  • 32. About PayPal m-Commerce is here How will the market evolve? Our vision: the mobile wallet How we realize the vision Real life examples 1 yr mobile on the NL market: insights
  • 33. SUCCESSFUL M-COMMERCE EXAMPLE 1 Proposition: • See listings, trailers • Select movie, cinema, time • Pay • Get QR-code as ticket Advantages: • Buy ticket anyplace, anytime • No more waiting in line • Show up last minute Result: • 5K tickets in 2 weeks, iPhone only! • Success led to decision to do Android, Streaming 2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 33
  • 34. SUCCESFULL M-COMMERCE EXAMPLES 2 Consumers asked for buying functionality in the app Time sensitive component crucial for auction model 2/2/2012 PAYPAL MOBILE CONFIDENTIAL AND PROPRIETARY 34
  • 35. About PayPal m-Commerce is here How will the market evolve? Our vision: the mobile wallet How we realize the vision Real life examples 1 yr mobile on the NL market: insights
  • 36. PayPal: MOBIEL BETAALGEDRAG VERRAST OP ALLE VLAKKEN Wat wordt mobiel afgerekend? Hoogste mobiele trx: $2.451 (juwelen) Merchants met grootste omzet mobiel: 1. Consumentenelectronica deals 2. Private sales 3. Mode-merk Meeste transacties via mobiel: 1. Consumentenelectronica deals 2. VOIP top-up 3. C2C handelssite
  • 37. Concluding… Mobile shopping is happening now. It’s a huge opportunity for retailers Simple, safe checkout will help drive conversion and adoption Mobile will cause convergence of e-Commerce and traditional retail channels 37
  • 38. € $ £ Thank you