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Mobile Convention Brussels - Has Anyone Asked a Customer?


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Short presentation on paradigms for mobile development, focusing on contactless payments, consumer retail and online shopping experiences and the lessons learned in The Netherlands. Given at Mobile Convention Brussels, Living Tomorrow, 05 November 2013 -

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Mobile Convention Brussels - Has Anyone Asked a Customer?

  1. 1. Has Anyone Asked a Customer? Mobile Convention Brussels (05 November 2013) Dan Armstrong (
  2. 2. marketplaceMCI (1994-96)
  3. 3. marketplaceMCI (1994-96)
  4. 4. 1-800-MUSiC-NOW (1996)
  5. 5. How shall we define “transaction”? Bank Account Value Transfer, Payments Value Depletion, Prepaid, Wallets, Transportation Loyalty, Points, Coupons, Transformation Moments Eyeballs, Trust, Engagement, Action <?>
  6. 6. Trust?  50% of consumers will pay more for products they trust  78% of consumers will look first to trusted brands when in need of products or services  78% of consumers are willing to give trusted brands a chance, even if unsure of what value the product or service will bring to them  82% of consumers will choose to use a trusted brand’s products or services frequently, rather than move between brands  83% of consumers will recommend a trusted brand to others, often un-prompted Concerto Marketing Group, Vancouver BC, Canada / Ontrack Advisory, Singapore (April 2013)
  7. 7. Focusing on “transactions” Transactions via the Channel Transactions are the Channel ”I have stuff I want to do via channels. Enable my consumers to control their bank account, make a payment, get a ticket, see an ad, save or use loyalty points, etc.” ”I have a pipe and/or network and I want to monetise the investments I made in creating it.” ”I need as many (cost effective) channels and pipes to do it.” ”I want as much to get through that pipe and the (mobile) phones accessing it as possible.”
  8. 8. Mobile Proximity Payments: A Fundamental Divide Card Emulation  Phone takes the place of a physical card to transact at a physical merchant location  Consumers are comfortable with card operating models  Standardisation and ubiquity of acceptance points a must for economies of scale  Requires compatible card/mobile acceptance infrastructure Bypass Card Emulation  Trigger remote payment with phone (apps, other manner)  Confirmation can be pushed to merchant, but how to localise the payment location without NFC?  Receipt can be printed at POS  Latency in making payment this way vs. cards  EMV / secure PIN keypad  Card acceptance still required
  9. 9. Mobile Authentication Enables Payment bypass card-emulation Card Authentication Enables Payment Counter Enables Payment card-emulation Card Emulation vs. Bypassing Card Emulation value on the card value in “the cloud’
  10. 10. Mobile NFC PIN Emulation Trial @ C1000 (2007-08)
  11. 11. Mobile NFC for Low-Value Payments in Vending (2007-08)
  12. 12. NFC Mobile as Retail Shopping Tool, Issued Device & Acceptance Point @ AH To-Go (2008)
  13. 13. Use a Phone to Accept a NonCard Payment Use a Phone to Accept a Card Payment Mobile phones accepting cards, leverages existing card bases
  14. 14. Will BLE fill the gaps? PayPal Beacon Estimote iBeacon PayPal Beacon and iBeacon aren’t really about the “transaction” in the traditional sense. They focus on the “customer journey” – and seek to address the nextgeneration merchant’s priorities.
  15. 15. What do we expect from a wallet?  A place to store cash?  A place to store payment tokens?  A place to store other tokens?  A personal object?  A private object?  Something small enough to be portable/mobile?  … but … do we need a physical object?
  16. 16. Then, what do we expect from a transaction device?  Identification of myself, my rights and capabilities, memberships.  Identification of myself, an authentication tool for payment.  Secure, multi-factor  Tamper-resistant/evident  Personal and private  Easy to use  … but … do we need a
  17. 17. The Consumer’s Perspective on NFC?  Consumers seem to love and trust it • But who will pay for it’s implementation … merchants, banks, mobile operators, handset manufacturers?  Given the “app revolution” in so many of our markets, what value does NFC bring to payments? • Convenience? • Put all cards in one apparatus? The phone-shaped wallet .. • Addiction to mobile phones, but not to our wallets? • Leave cards at home? • Add value to transactions?
  18. 18. The Consumer’s Perspective on NFC?  Cards seem to be entrenched in many markets, and are likely to remain in play for the foreseeable future, simply increasing the issuer and acquirer costs.  But, is NFC is fundamentally different from previous steps forward in functionality .. ? SMS Mobile Data Apps Online Shopping & Payment
  19. 19. Virtualisation benefits are clear, from the bank’s POV .. 500 450 400 Total Customer Contacts * 1 million 350 Contacts via devices (e.g. web browser/internet, mobile phone, IVR) 300 250 200 150 Contact via a bank advisor, bank branch 100 50 0 1980 1985 1990 1995 2000 2005 2010
  20. 20. For your consideration .. impulse purchase / spam
  21. 21. For your consideration ..
  22. 22. Thank You! Dan Armstrong Takashi Mobile | Financial Services Rapenburgerplein 81 1011 VJ Amsterdam The Netherlands +31 652 085 071 skype: dd.armstrong