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Adyen - NOAH15 Berlin

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How an omni-channel approach to payments brings huge benefits to retailers and how it fits in with the overall omni-channel trend - Workshop by Christoph von Bülow, Country Manager Adyen Germany at the NOAH 2015 Conference in Berlin, Tempodrom on the 9th of June 2015.

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Adyen - NOAH15 Berlin

  1. 1. Scratch course in omni-channel payments
  2. 2. Geographical isolation Value chain isolation Channel isolation The traditional fragmented payments landscape
  3. 3. Silos and legacy payment solutions lead to Lack of functionality, Lack of flexibility Lack of innovation, Difficulty to assess costs Prevents focus on: Omni-channel customer journeys Shopper based payments Shopper experience
  4. 4. And there came “multichannel”
  5. 5. Factors of disruption
  6. 6. New customer behavior
  7. 7. Change in merchant offering
  8. 8. Change in regulation
  9. 9. Smart POS and Payment Management Systems
  10. 10. New possibilities
  11. 11. What is actually happening? Traditional model
  12. 12. In a fragmented acquiring landscape
  13. 13. 1 merchant 30 countries 2 payment channels 50 acquirer contracts 35 front-end integrations 20 types of hardware 40 backend integrations High complexity for international active merchants
  14. 14. What is actually happening? New model
  15. 15. Global omni-channel payments
  16. 16. Tokenized payments
  17. 17. Seamless payments
  18. 18. Seamless payments
  19. 19. Mobile payments
  20. 20. Card present payments
  21. 21. Contactless payments
  22. 22. Omni-channel payments
  23. 23. Omni-channel payments
  24. 24. Omni-channel payments
  25. 25. In store payments
  26. 26. Social payments
  27. 27. Booking extra legroom
  28. 28. Listening to Spotify
  29. 29. What is sold Who pays (optional) How is paid When is charged Know shopper better (value) Faster payout journey (costs) Better experience (convenience) The four components of a payment transaction
  30. 30. Register Link card to shopper Recognize Link basket to shopper Checkout Authorize Deliver Capture The four steps of a shopper-based payment
  31. 31. Many possibilities to register a card
  32. 32. Shopper registers online, registers card Register card Card is charged when Goods are shipped. Visit the store Product not in store Sales assistant finds product online. Shopper enters email and and pays in store. 1. Shopper uses link to open app or enter his card details 2. Shopper enters email, registers card via zero- auth, and receives invoice by e-mail Card is charged when Goods are shipped. Scenario 1: Endless aisle
  33. 33. Shopper purchases online, stores card Pays with one-click Visit the store Scenario 2: Omni-channel one-click
  34. 34. Scenario 3: Kiosk
  35. 35. Scenario 4: Tracking Cross-Channel
  36. 36. Scenario 5: Express Check out
  37. 37. Scenario 6: RFID
  38. 38. Scenario 7: iBeacon
  39. 39. Scenario 8: Cross-Channel Refund Visit the store to return goodsShopper shops online and pays Retrieves transaction by inserting card and refund partially if good is missing
  40. 40. Customer present Customer not present Card present POS Tokenized payments Card not present Tokenized payments Ecommerce New approach to payments
  41. 41. Omni-Channel Payments challenges • Several sales channels and partner shops • Data scattered over various reporting • Multiple payments flow to reconcile • PCI compliance management • Inconsistent customer experience • Split operations (Charge back – refunds – D+2/3 settlements) • Many suppliers across a number of countries • Fast scaling
  42. 42. The vision Operations • Get rid of legacy systems • PCI compliance • Scaling internationally • Unified reporting, 360 view of shopper payments data User Experience • Unify customer experience across channels and countries • Cross- channel returns and customer service capabilities • Omni-channel loyalty programs • New payment opportunities e.g. Apple Pay
  43. 43. Adyen is a leading payments technology company that provides companies with a single global platform to accept payments wherever people pay.
  44. 44. Wherever people pay
  45. 45. Questions?
  46. 46. Contact Information Christoph von Bülow christoph.vonbuelow@adyen.com +49 (0)163 6301973 www.adyen.com

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