This document summarizes research from First Data Corporation on consumer expectations in payments. Key findings include:
1) Consumers want seamless online and offline experiences when shopping and managing finances.
2) Beyond transactions, consumers want personalized experiences through loyalty programs, tailored offers, and brands that understand their needs.
3) Consumers actively manage their money and expect real-time access and control over finances on their mobile devices.
4) Mobile devices are increasingly central to how consumers shop and bank, with rising expectations of convenience.
Bridging the divide between legacy and mobile paymentsDistraslides
The document discusses how the payments world is being disrupted by new technologies and non-traditional players. It is dividing the "old payments world" of traditional banks and processors from the "new payments world" of mobile, social media, and real-time payments. Legacy payment systems are struggling to keep up with these advances. Distra helps bridge this divide by enabling legacy systems to connect to new channels through its Universal Payments Platform, allowing for innovation while maintaining security, reliability and performance without replacing existing infrastructure.
The document discusses the divide between traditional payment providers like banks and newer players like Google and PayPal in the mobile payments world. It identifies key drivers of change like faster payments, regulations, technology advances, and evolving customer expectations. The mobile payments opportunity is large with billions of phones globally and transaction values projected to grow substantially. Mobile is changing how payments are delivered from P2P transfers to mobile wallets to offers and loyalty programs. Successful mobile payment solutions require collaboration across different players and provide both flexibility and security in processing transactions.
1) The document discusses emerging trends in seamless commerce, use of personal data, and augmented/interactive content.
2) It notes an increase in "vicarious window shopping" and the importance of connecting the consumer journey.
3) Personal data is being used to track individuals' lives and sell customized experiences and products. Concerns around data privacy and education are mentioned.
4) Augmented content involves enhancing TV and other media with extra social media interactions and brand collaborations to create more engaging experiences.
Deloitte Social Media Analytics Event: Insight through social analyticskamalesl
This document discusses how analyzing social media and customer interactions can help companies better understand customer behavior in three connected ways. First, companies can capture social media signals to build customer relationships or resolve issues. Second, combining social and corporate customer data through analytics allows companies to act based on customer insights. Third, a granular single view of each customer considering all interactions helps cluster customers and target adoption strategies. The key is using all available customer data, including social media, to transform how organizations engage customers.
Mobile payments will only be able to disrupt if user is king. Tieto Corporation
At his presentation at Bankdagen 2012, Mr Johan Lofmark from Tieto shared his thoughts around how critical it is for actors in the payment industry to focus on the users when designing new disruptive mobile payment services.
Notes Version: The Real-Time Difference Reaching Customers on the Go with Per...Vivastream
Visa has developed a new Real Time Messaging platform that uses transaction and location data to deliver highly personalized offers to customers' mobile devices in real-time. The platform aims to improve on traditional digital couponing by offering more relevant, flexible and seamlessly redeemable offers. It leverages Visa's network scale and data to enable merchants to trigger tailored promotions based on customers' purchase histories and proximity to store locations. An example partnership with Gap demonstrates how customers can receive customized discount codes on their phones after making qualifying purchases near Gap stores. The new platform represents Visa's latest effort to connect retailers and customers through innovative mobile marketing.
This document discusses the development of virtual assistants and their growing capabilities. It begins by looking at early assistants like iConcier from NTT DoCoMo, which provided personalized recommendations and deals to users. Apple then developed Siri based on this model. The document argues that virtual assistants will continue advancing, with the ability to understand users' unique contexts and perform tasks on their behalf. It profiles a company called xBrainSoft that aims to create intelligent services across multiple devices using conversational interfaces.
Aegis Media - A View From The Top - Mobile Media Upfront - NYC 2012Michael Nicholas
This is the opening setup for our discussion at the 2012 NYC Mobile Upfront ( http://youtu.be/kf1UTtdMYcI ). These slides were put together by my good friends Jason Newport, SVP, Mobile at Carat and Aubrie LaMar, CSM, Mobile Team Lead at iProspect and myself.
Bridging the divide between legacy and mobile paymentsDistraslides
The document discusses how the payments world is being disrupted by new technologies and non-traditional players. It is dividing the "old payments world" of traditional banks and processors from the "new payments world" of mobile, social media, and real-time payments. Legacy payment systems are struggling to keep up with these advances. Distra helps bridge this divide by enabling legacy systems to connect to new channels through its Universal Payments Platform, allowing for innovation while maintaining security, reliability and performance without replacing existing infrastructure.
The document discusses the divide between traditional payment providers like banks and newer players like Google and PayPal in the mobile payments world. It identifies key drivers of change like faster payments, regulations, technology advances, and evolving customer expectations. The mobile payments opportunity is large with billions of phones globally and transaction values projected to grow substantially. Mobile is changing how payments are delivered from P2P transfers to mobile wallets to offers and loyalty programs. Successful mobile payment solutions require collaboration across different players and provide both flexibility and security in processing transactions.
1) The document discusses emerging trends in seamless commerce, use of personal data, and augmented/interactive content.
2) It notes an increase in "vicarious window shopping" and the importance of connecting the consumer journey.
3) Personal data is being used to track individuals' lives and sell customized experiences and products. Concerns around data privacy and education are mentioned.
4) Augmented content involves enhancing TV and other media with extra social media interactions and brand collaborations to create more engaging experiences.
Deloitte Social Media Analytics Event: Insight through social analyticskamalesl
This document discusses how analyzing social media and customer interactions can help companies better understand customer behavior in three connected ways. First, companies can capture social media signals to build customer relationships or resolve issues. Second, combining social and corporate customer data through analytics allows companies to act based on customer insights. Third, a granular single view of each customer considering all interactions helps cluster customers and target adoption strategies. The key is using all available customer data, including social media, to transform how organizations engage customers.
Mobile payments will only be able to disrupt if user is king. Tieto Corporation
At his presentation at Bankdagen 2012, Mr Johan Lofmark from Tieto shared his thoughts around how critical it is for actors in the payment industry to focus on the users when designing new disruptive mobile payment services.
Notes Version: The Real-Time Difference Reaching Customers on the Go with Per...Vivastream
Visa has developed a new Real Time Messaging platform that uses transaction and location data to deliver highly personalized offers to customers' mobile devices in real-time. The platform aims to improve on traditional digital couponing by offering more relevant, flexible and seamlessly redeemable offers. It leverages Visa's network scale and data to enable merchants to trigger tailored promotions based on customers' purchase histories and proximity to store locations. An example partnership with Gap demonstrates how customers can receive customized discount codes on their phones after making qualifying purchases near Gap stores. The new platform represents Visa's latest effort to connect retailers and customers through innovative mobile marketing.
This document discusses the development of virtual assistants and their growing capabilities. It begins by looking at early assistants like iConcier from NTT DoCoMo, which provided personalized recommendations and deals to users. Apple then developed Siri based on this model. The document argues that virtual assistants will continue advancing, with the ability to understand users' unique contexts and perform tasks on their behalf. It profiles a company called xBrainSoft that aims to create intelligent services across multiple devices using conversational interfaces.
Aegis Media - A View From The Top - Mobile Media Upfront - NYC 2012Michael Nicholas
This is the opening setup for our discussion at the 2012 NYC Mobile Upfront ( http://youtu.be/kf1UTtdMYcI ). These slides were put together by my good friends Jason Newport, SVP, Mobile at Carat and Aubrie LaMar, CSM, Mobile Team Lead at iProspect and myself.
inStream Washington Business Journal Articlejimmymich
InStream Solutions offers free financial software to over 700 financial advisory firms. This breaks from the typical paid licensing model for enterprise software. The software provides tools and alerts to help advisers track client data and recommend services like refinancing mortgages. InStream makes money by connecting advisers to service providers when alerts indicate clients need services, and taking a cut of resulting sales. This marketplace model has helped speed adoption of the free software. The CEO was initially hesitant about a free model but has found it drives faster growth through larger data sets and opportunities in analytics to help clients.
This document discusses how the Internet of Things (IoT) can help businesses build stronger relationships with customers by providing insights into customers' behaviors and interests through connected devices. It notes that IoT allows the collection of previously unobtainable data from sensors and uses this data to better understand customers in real-time. The document provides examples of how IoT could enable personalized and timely marketing messages tailored to what customers are doing. It argues that IoT offers unprecedented opportunities for businesses to deliver the right message to the right customer at the right time.
Trendwatching.com is a leading global consumer trends firm that provides insights and examples of innovations to over 160,000 business professionals in more than 180 countries. This document highlights dozens of recent innovations in various categories like mobile apps for emotional wellbeing, cashless payment technologies using smartphones, and mobile banking services in developing countries where traditional banking infrastructure is limited. The innovations show how companies are delivering new experiences and services to meet changing consumer needs and behaviors.
The document summarizes a student project to design a responsive website for an electronic waste management company. The students conducted research including interviews with an e-waste company. They created personas representing key users and used these to design storyboards, screen maps, wireframes, and prototypes of the website. The final design aimed to streamline the waste disposal process for corporate, individual, and service provider users through features like online order tracking, live-streamed equipment destruction, and a business management dashboard. The presentation reflected on lessons learned around visual design, iteration, and usability testing.
The document provides a framework for understanding digital and how it can be used effectively for brands, defining digital as including social media, websites, apps, and more, and explaining how digital activation can be part of an overall brand experience strategy to influence what people think, feel and do.
cloud computing is becoming the business of choice and is expected to have an exponential growth in the days to come. What is the status in India, especially in the Government sector? A ppt made in a recent seminar called Inflexion 2013 held at India Habitat Centre is being shared for circulation.
The document discusses innovation in banking and financial services. It summarizes that (1) banks have digitized money and customer relations, but are not leading in front-office innovation. (2) Mobile banking will replace online banking as the preferred channel for routine transactions due to its simplicity, immediacy, and ability to provide contextually relevant information. (3) Financial services are increasingly being delivered as a service from the cloud.
Utilising mobile to serve loyal customers discusses how mobile technology can be leveraged to improve customer loyalty and experience. Key points include using mobile for self-service, personalization, location-based marketing and payments. A unified mobile experience is proposed to replace disparate customer interactions. Data and analytics are emphasized to understand customer needs and behavior better. Benefits highlighted are enhanced customer relationships through a more engaging experience and targeted communications.
GoogleThink Automotive Media AttributionDatalicious
This document discusses challenges and strategies for effectively allocating media budgets. It presents an ideal marketing dashboard showing returns on media investments across different channels like brand equity, offline, direct, and online. It also addresses issues like lack of baselines, conflicting figures, attribution of profits, and channels influencing each other. The document advocates for de-duplication of conversions and full purchase path tracking across devices and browsers.
State of the Internet Operating SystemTim O'Reilly
The document discusses the emergence of an "internet operating system" made up of loosely connected services and data sources. It provides examples of early applications that use combinations of mobile devices, cloud services, sensors and data to provide new functionality. These include local search powered by GPS, speech recognition, and business data, as well as future possibilities like real-time translation. The architecture of this emerging "internet OS" is seen as distributed and decentralized, avoiding central control and allowing innovation at the edges through open APIs and standards.
From Intent to Expression: The Meaning of Payments in the Web 2.0 WorldBen Saren
Presentation at the 2011 Web 2.0 NYC Expo, titled "From Intent to ExpressiThe Meaning of Payments in the Web 2.0 World."
"Digital payments are customer expressions - statements of behavior and interest. Payments intelligence is the next layer of CRM which Web 2.0 demands. Join this discussion about the future of digital transactions, what they tell you about your consumers, what you need to learn from the data, where to get it, and how to act on it."
iStrategy Melbourne - Redefining Commerce in the Age of the Empowered Consume...iStrategy
This session will examine how today's hyper-aware consumer will continue to change the engagement approach of today's organisations. It will focus on the importance of meeting the needs of today's consumer and look at the key imperatives required by marketers to succeed in this ever changing environment by knowing your customer as an individual, creating value at every touch point and being an authentic brand and culture.
Digital Influencer Marketing Seminar - VibesCT1Media
The document discusses consumers' attachment to mobile phones and opportunities for mobile marketing. It notes that consumers check their phones on average every 90 seconds and are more likely to read and use mobile product reviews and coupons in-store. The document outlines common mobile marketing experiences like advertising, sponsorship, coupons and incentives. It shows how mobile can be woven into the customer journey at different touchpoints. Finally, it stresses that mobile marketers should have clear, specific goals like increasing sales or building a mobile database.
Being Digital: Making Digital Real and RewardingCognizant
Businesses can 'do' digital by focusing on isolated initiatives. But to truly 'be' digital, they need to ensure they are digital to the core, and redefine the nature of customer centricity.
The document provides information on 20 startup companies that will be presenting at a DemoDay event on August 30th, 2012. It includes each company's name, a brief description of its product or service, contact details and current status. The startups cover a range of sectors including payments, energy efficiency, social media, retail technology, real estate analytics, education, and more.
There’s a major transformation happening between people and their relationships to their money, a transformation enabled by the arrival of mobile payments (mPayments). The magnitude of this change—and the disruption—will greatly impact consumers, banks, retailers, merchants and wireless carriers, among others, and will be felt across the globe.
http://sap.com/bi - This keynote will outline important trends in analytics and how leading-edge companies are accelerating innovation and transforming the way employees, partners, and customers work with information and each other. Presenter: Adam Binnie, SAP
The ‘Future of Mobile’ focuses in on location based services and the opportunities mobile presents for brands at the point-of-sale.
This is part of Mindshare's ongoing Future Of... research programme which explores the development of the media and technological landscape, and assesses the likely impact on advertisers and media businesses.
The document discusses Jornaya, a company that provides marketers insights into consumers' online behaviors and buying journeys. Jornaya tracks consumers across over 25,000 domains using unique identifiers, gaining a comprehensive view of their interests and intent. This data is used to help marketers better understand consumers, optimize bidding and spending, and ensure compliance with TCPA regulations on telemarketing. Jornaya offers solutions like Intelligence, Predict, and Guardian to give marketers attributes on consumers and predict their likelihood to purchase.
inStream Washington Business Journal Articlejimmymich
InStream Solutions offers free financial software to over 700 financial advisory firms. This breaks from the typical paid licensing model for enterprise software. The software provides tools and alerts to help advisers track client data and recommend services like refinancing mortgages. InStream makes money by connecting advisers to service providers when alerts indicate clients need services, and taking a cut of resulting sales. This marketplace model has helped speed adoption of the free software. The CEO was initially hesitant about a free model but has found it drives faster growth through larger data sets and opportunities in analytics to help clients.
This document discusses how the Internet of Things (IoT) can help businesses build stronger relationships with customers by providing insights into customers' behaviors and interests through connected devices. It notes that IoT allows the collection of previously unobtainable data from sensors and uses this data to better understand customers in real-time. The document provides examples of how IoT could enable personalized and timely marketing messages tailored to what customers are doing. It argues that IoT offers unprecedented opportunities for businesses to deliver the right message to the right customer at the right time.
Trendwatching.com is a leading global consumer trends firm that provides insights and examples of innovations to over 160,000 business professionals in more than 180 countries. This document highlights dozens of recent innovations in various categories like mobile apps for emotional wellbeing, cashless payment technologies using smartphones, and mobile banking services in developing countries where traditional banking infrastructure is limited. The innovations show how companies are delivering new experiences and services to meet changing consumer needs and behaviors.
The document summarizes a student project to design a responsive website for an electronic waste management company. The students conducted research including interviews with an e-waste company. They created personas representing key users and used these to design storyboards, screen maps, wireframes, and prototypes of the website. The final design aimed to streamline the waste disposal process for corporate, individual, and service provider users through features like online order tracking, live-streamed equipment destruction, and a business management dashboard. The presentation reflected on lessons learned around visual design, iteration, and usability testing.
The document provides a framework for understanding digital and how it can be used effectively for brands, defining digital as including social media, websites, apps, and more, and explaining how digital activation can be part of an overall brand experience strategy to influence what people think, feel and do.
cloud computing is becoming the business of choice and is expected to have an exponential growth in the days to come. What is the status in India, especially in the Government sector? A ppt made in a recent seminar called Inflexion 2013 held at India Habitat Centre is being shared for circulation.
The document discusses innovation in banking and financial services. It summarizes that (1) banks have digitized money and customer relations, but are not leading in front-office innovation. (2) Mobile banking will replace online banking as the preferred channel for routine transactions due to its simplicity, immediacy, and ability to provide contextually relevant information. (3) Financial services are increasingly being delivered as a service from the cloud.
Utilising mobile to serve loyal customers discusses how mobile technology can be leveraged to improve customer loyalty and experience. Key points include using mobile for self-service, personalization, location-based marketing and payments. A unified mobile experience is proposed to replace disparate customer interactions. Data and analytics are emphasized to understand customer needs and behavior better. Benefits highlighted are enhanced customer relationships through a more engaging experience and targeted communications.
GoogleThink Automotive Media AttributionDatalicious
This document discusses challenges and strategies for effectively allocating media budgets. It presents an ideal marketing dashboard showing returns on media investments across different channels like brand equity, offline, direct, and online. It also addresses issues like lack of baselines, conflicting figures, attribution of profits, and channels influencing each other. The document advocates for de-duplication of conversions and full purchase path tracking across devices and browsers.
State of the Internet Operating SystemTim O'Reilly
The document discusses the emergence of an "internet operating system" made up of loosely connected services and data sources. It provides examples of early applications that use combinations of mobile devices, cloud services, sensors and data to provide new functionality. These include local search powered by GPS, speech recognition, and business data, as well as future possibilities like real-time translation. The architecture of this emerging "internet OS" is seen as distributed and decentralized, avoiding central control and allowing innovation at the edges through open APIs and standards.
From Intent to Expression: The Meaning of Payments in the Web 2.0 WorldBen Saren
Presentation at the 2011 Web 2.0 NYC Expo, titled "From Intent to ExpressiThe Meaning of Payments in the Web 2.0 World."
"Digital payments are customer expressions - statements of behavior and interest. Payments intelligence is the next layer of CRM which Web 2.0 demands. Join this discussion about the future of digital transactions, what they tell you about your consumers, what you need to learn from the data, where to get it, and how to act on it."
iStrategy Melbourne - Redefining Commerce in the Age of the Empowered Consume...iStrategy
This session will examine how today's hyper-aware consumer will continue to change the engagement approach of today's organisations. It will focus on the importance of meeting the needs of today's consumer and look at the key imperatives required by marketers to succeed in this ever changing environment by knowing your customer as an individual, creating value at every touch point and being an authentic brand and culture.
Digital Influencer Marketing Seminar - VibesCT1Media
The document discusses consumers' attachment to mobile phones and opportunities for mobile marketing. It notes that consumers check their phones on average every 90 seconds and are more likely to read and use mobile product reviews and coupons in-store. The document outlines common mobile marketing experiences like advertising, sponsorship, coupons and incentives. It shows how mobile can be woven into the customer journey at different touchpoints. Finally, it stresses that mobile marketers should have clear, specific goals like increasing sales or building a mobile database.
Being Digital: Making Digital Real and RewardingCognizant
Businesses can 'do' digital by focusing on isolated initiatives. But to truly 'be' digital, they need to ensure they are digital to the core, and redefine the nature of customer centricity.
The document provides information on 20 startup companies that will be presenting at a DemoDay event on August 30th, 2012. It includes each company's name, a brief description of its product or service, contact details and current status. The startups cover a range of sectors including payments, energy efficiency, social media, retail technology, real estate analytics, education, and more.
There’s a major transformation happening between people and their relationships to their money, a transformation enabled by the arrival of mobile payments (mPayments). The magnitude of this change—and the disruption—will greatly impact consumers, banks, retailers, merchants and wireless carriers, among others, and will be felt across the globe.
http://sap.com/bi - This keynote will outline important trends in analytics and how leading-edge companies are accelerating innovation and transforming the way employees, partners, and customers work with information and each other. Presenter: Adam Binnie, SAP
The ‘Future of Mobile’ focuses in on location based services and the opportunities mobile presents for brands at the point-of-sale.
This is part of Mindshare's ongoing Future Of... research programme which explores the development of the media and technological landscape, and assesses the likely impact on advertisers and media businesses.
The document discusses Jornaya, a company that provides marketers insights into consumers' online behaviors and buying journeys. Jornaya tracks consumers across over 25,000 domains using unique identifiers, gaining a comprehensive view of their interests and intent. This data is used to help marketers better understand consumers, optimize bidding and spending, and ensure compliance with TCPA regulations on telemarketing. Jornaya offers solutions like Intelligence, Predict, and Guardian to give marketers attributes on consumers and predict their likelihood to purchase.
This document discusses the results of a study conducted by the mobile marketing agency Plastic Mobile to understand what engages consumers on mobile apps. The study found that successful retail mobile apps rely on visuals like images to engage consumers because images can be processed more instinctively than text. It also found that the opening experience, and how quickly an app loads, strongly impacts the user's first impression. The study evaluated apps from Pizza Pizza, Best Buy, and Hyatt, and found consumer sentiments toward Hyatt declined after a negative app experience. The document also discusses VF Corp.'s approach to mobile, including how some of its brands like The North Face use dedicated apps versus mobile-optimized sites.
tRetail Summit 2014 May 2014 Personalisation, Context, Proximity. IoT and wea...Brian H. Fitzsimons
The document discusses emerging technology trends in communication, applications, location, personalization, context, retail, wearables, APIs, and their organizational impacts. Key points include: Michael Jackson performed as a hologram at the Billboard Music Awards; driverless vehicles will soon be licensed in California; beacons and biometrics will enable personalized, proximity-based retail; and wearables like Google Glass could transform experiences like travel, security, and social sharing. Organizations must prepare for an integrated, customer-focused approach driven by data, APIs, and contextual experiences across physical and digital worlds.
This document discusses the growing importance and opportunities of mobile marketing. It notes that mobile phone and tablet usage is increasing dramatically, with nearly 200 million mobile internet users in the US by 2016. Effective mobile marketing requires a closed-loop approach of understanding audiences, engaging them with targeted mobile ads, and driving responses through mobile transactions. However, there are challenges in measurement, proving ROI, delivering engaging content, and enabling transactions on mobile. Carriers are developing solutions to help marketers with audience understanding, targeted engagement, and driving mobile transactions. Privacy is also a key consideration, with transparency, choice and control being important.
This document provides a mid-year review of the IPG Media Lab's 2014 Outlook. It summarizes progress in the first half of the year on the key trends identified in January: Internet of Things/Anticipatory Computing, Notification Nation, Data Doing Good, and Generations Y and Z. Smart devices are creating new ecosystems in cars, homes, and retail. Consumers recognize benefits but privacy concerns remain. Notifications must be timely, visual, and personalized to earn attention. Younger generations influence new technologies that later spread more broadly.
The Data Dilemma: How Can Consumers Trust Brands with Personal InformationIPG Media Lab
As brands collect more data, consumers are understandably concerned about how their personal information will be used. In this POV, we discuss how brands can deliver real value in exchange for data, and the keys to increasing trust.
marketing in a digital age 23rd Jan final with videos Rajesh Krishnan
The document discusses key trends in digital marketing strategies. It notes that digital marketing is no longer a separate discipline and that marketing must occur wherever consumers are, in a digital world. It outlines four areas of emerging customer demand: interacting anywhere at any time, doing new things, personalized experiences, and simple interactions. The document then examines major digital trends influencing marketing, including mobile devices becoming central, always-on commerce, enabling user-generated content and social interactions. It provides examples of companies adapting strategies based on these trends, such as mobile-optimized content and apps facilitating in-store and online shopping.
Now into its ninth year, Fjord’s annual Trends Report 2016 has arrived and, once again, we unveil what we believe to be the most significant technology and business developments emerging and describe how they will transform our world in the coming 12 months.
Our Trends Report is the result of months of research, discussions and debate, pooling the collective experience at Fjord and Accenture Interactive and distilled into ten core ideas.
We believe 2016 will be another defining year for digital and will bring even more transformation, disruption and delight to organizations and their audiences. In the report you can expect to discover more about big data etiquette, the rise of employee experience (EX) design, disappearing apps, the true power of wearables and nearables and much more.
Check out the full Fjord Trends Report 2016 below, visit trends.fjordnet.com, and follow the conversation at #FjordTrends.
Enjoy!
See more at www.trends.fjordnet.com
The Accenture Fjord Trend Report features what we believe to be the most significant technology and business developments emerging and how they will impact our lives.
Our Trends Report is the result of months of research, discussions, and debate, pooling the collective experience at Fjord and Accenture Interactive and distilled into ten core ideas.
Visit trends.fjordnet.com and follow the conversation at #FjordTrends.
Enjoy!
The document discusses designing for privacy in the digital age. It notes that corporations are collecting and sharing vast amounts of consumer data without users' knowledge or consent. With the rise of mobile devices and wearables, individual privacy is shrinking rapidly. The document then outlines some approaches designers can take to address privacy concerns, including transparency about data collection and use, informed consent from users, and safeguarding user data security. It provides examples of apps that demonstrate better and worse practices regarding privacy and user experience.
Mobile devices are driving the growth of e-commerce as more consumers access the internet through mobile than desktop computers. Location-based services allow merchants to engage customers based on their physical location using their mobile devices. This includes searching for nearby businesses, receiving promotional messages, and making impulse purchases. As the technology evolves, merchants can create more personalized and customized offers tailored to customers' preferences and purchase history. The presentation describes how a location-based marketing solution can integrate with a merchant's mobile app and CRM system to generate demand, engage customers in-store, collect analytics, and measure campaign results.
The document discusses marketing strategies in a multi-screen world. It addresses questions around who should own mobile objectives, the customer experience needed to reach customers across different screens, and how to measure success. It describes how consumer behaviors have evolved with the use of multiple devices simultaneously and the types of journeys consumers take across screens. It provides tips for marketers on measuring campaigns, testing approaches, and understanding their audiences and goals in this new environment.
Mobile retail summit 26 1-12 - incentivatedJason Cross
The document discusses how integrating mobile messaging and websites can help retailers reach shoppers. It notes that mobile users expect fast loading sites and are more likely to purchase from retailers with optimized mobile experiences. The company Incentivated is presented as a mobile marketing specialist that can help clients with acquisition, customer relationship management, and mobile commerce through technologies like SMS, mobile internet, apps, and location marketing.
Mobile retail summit 26 1-12 - incentivatedJason Cross
This document discusses integrating mobile messaging and websites to reach shoppers. It provides examples of how Marks & Spencer uses messaging to engage customers, drive traffic to stores, and provide customer service. The document also compares different mobile app and site options and provides tips on deep linking between desktop and mobile sites.
Queuing and The Age of Context: Release 1 The Digital Consumer CollaborativeDave Norton
Companies are trying to understand the digital consumer but they often get the basics wrong. Digital consumers are not a segment. They aren't 'early adopters.' Almost every consumer today is a digital consumer. A digital consumer wants to do more with his or her digital tools and will share data to get the job done. Sensors, data, location, social media, and mobile are five forces that create digital context.
This deck was presented in February 2014 to 100 companies who are following the general insights gathered from the Digital Consumer Collaborative via web seminar.
Release 1 covers
- What is the Digital Consumer Collaborative
- How to define the digital consumer
- Three key attributes of consumer behavior: queuing, topics, and tasks.
- The five forces that create digital context
- Sensors, data, location, social media, and mobile
- Scoble & Israel’s, The Age of Context
- Redefining what context means
- Digital ethnography and other steps that companies can take to understand the consumer.
An audio presentation can be found on Stone Mantel’s website, YouTube, and SlideShare.
Brands as Services: How the IoT Is Creating New EcosystemsIPG Media Lab
Mel Wilson, Head of Strategy at IPG Media Lab, was a keynote speaker at the 2014 Geoweb Summit. This presentation examines how smart devices are creating new data which brands can use to develop new services, as well as ways for developers and marketers to work together.
Similar to Consumer Expectations and the Great Transition (20)
The Customer Engagement Roadmap - The Key to Increasing the Value of Your Membership Base
Want to increase your subscription site’s profitability? The Customer Engagement Roadmap will show you how!
This document contains a list of 14 single words, each beginning with a different letter, ranging from A to T. The words include various materials, colors, audio equipment and other nouns. Overall, the document presents an alphabetical listing of short single words from different semantic categories.
This document provides an overview of software quality assurance. It discusses key quality concepts, quality control, the cost of quality, and software quality assurance. It also describes formal technical reviews, statistical quality assurance, software reliability, and the components of a software quality assurance plan. The goal of software quality assurance is to achieve a high-quality software product through standards, reviews, testing, and other quality control measures.
The document describes JEEVA, a mobile application for recognizing, collecting, sharing, surveying, and exploring flora and fauna. The app allows users to take photos of plants and animals and upload them to the system for identification. If the photo is of a new species, the user can start a new section for it. Otherwise, the user can update existing details. The app is intended for academic, conservation, exploration, and nature lovers to study nature. It has features like image recognition of species, location-based species reporting, automatic species notifications, guides and checklists, article writing and sharing, and discussions. Potential users include students, researchers, tourists, Ayurvedic practitioners, conservation organizations, nature lovers
This document provides tutorials for learning Apex programming using the Force.com platform. The tutorials cover topics such as creating custom objects, using the Developer Console, creating sample data, defining classes, Apex language fundamentals like data types and variables, executing transactions, adding triggers, writing unit tests, and integrating Apex with Visualforce. The goal is to provide hands-on exercises to help developers learn the Apex language and how to develop applications using the Force.com platform. Completing the tutorials will equip developers with essential Apex programming skills.
Breaking Up is Hard to Do: Small Businesses’ Love Affair with ChecksVivastream
This document discusses small businesses' reliance on checks and the challenges they face in adopting electronic payments. It notes that small businesses write billions of checks per year at high costs. While checks meet their needs of being easy to use and widely accepted, electronic payments could offer benefits like cost savings and fraud protection. However, small businesses are often too busy with core operations to prioritize alternatives. The document also outlines hurdles small businesses face in using ACH or credit cards, such as navigating bank requirements and understanding fees. It suggests that businesses more open to electronic payments tend to have standardized payment processes or receive remittance data with payments.
Banks see Smart Commerce as a growing threat that could distance them from customers. Smart Commerce is defined as involving digital payment methods that simplify purchases and enriched communication between merchants and consumers using mobile technology. It is driven by demand from both consumers and merchants, and by large profit pools outside of just payments, particularly merchant sales promotions. Many banks believe Smart Commerce will become widespread within two years and pose the main risk of intermediating banks and reducing their relevance in consumer commerce.
This document summarizes key findings from a global consumer banking survey conducted by EY. Some of the main points include:
1. Customer advocacy and trust in their primary banking provider is high, driven largely by positive customer experiences. However, banks still have opportunities to improve certain aspects of the customer experience.
2. Convenience through digital banking channels is important to customers, but mobile banking features still lag online banking. Simplifying fees and communications remains a top priority.
3. Customers are generally satisfied with their primary bank but open to switching for better service or advice. Segmenting customers reveals opportunities for banks to better meet different needs.
4. Banks should focus on making banking simple and clear
This document summarizes the key findings from EY's 2014 Global Consumer Banking Survey. Some of the main points include:
1. Customer trust and advocacy are important drivers of growth for banks. Customers with complete trust in their primary bank are much more likely to recommend them.
2. Customer experience is a key factor influencing trust and advocacy. Customers cited how they are treated and quality of communications as important reasons for trust. Experience also influenced account openings and closings.
3. Banks can improve the customer experience by making banking simple and clear, providing helpful advice, and resolving problems well. Specifically, banks should improve fee transparency, mobile and online banking, and customer service.
Sereno is a fraud detection solution that uses image analysis and multi-source correlation modeling to identify check fraud. It integrates with existing image processing systems and analyzes check images using multiple recognition engines to flag potential fraud. Sereno reduces false positives and focuses analysts on a small number of suspect transactions. It builds databases of check stock and signatures over time to improve accuracy. Sereno provides cost savings through reduced manual review and losses from fraud while allowing banks to expand their fraud detection capabilities.
Orbograph's new Accura XV solution leverages Next Generation Recognition (NGR) Technology to provide virtually 100% check processing performance at the teller. The solution achieves read rates as high as 95% and can attain 100% read rates on small transactions using V100 mode. It provides tangible benefits like reducing data entry costs and recognition errors as well as intangible benefits like highly reliable technology and streamlined processes. Accura XV is the foundation for all of Orbograph's centralized and distributed recognition solutions and services.
Growth in remote deposit capture is driving additional requirements in check recognition. Orbograph provides a scalable check recognition solution for RDC that uses multiple recognition engines to achieve read rates from 90-98%. The solution can identify alterations, validate fields, and ensure image quality to reduce fraud while streamlining the deposit process. Orbograph offers flexible licensing and deployment options to meet the needs of various sized financial institutions supporting desktop, consumer, and mobile RDC.
The document introduces Orbograph's Healthcare Payments Automation Center (HPAC), a cloud-based platform that hosts two services: P2Post for converting paper explanation of benefit forms into electronic files for practice management systems, and E2Post for matching electronic funds transfer payments to remittance advices. By leveraging image processing and recognition technologies, HPAC can convert claims at high volumes while reducing costs up to 60% by eliminating manual data entry and exceptions. The platform provides adaptive onboarding of forms, HIPAA compliance, and guaranteed performance.
The document discusses next generation check recognition technologies that can improve teller image capture (TIC) and remote deposit capture (RDC) workflows. It outlines several business problems with early generation technologies like low read rates, balancing issues, and fraud risks. Next generation technologies aim to solve these by using multi-engine correlation, dynamic thresholding, item verification, and check box detection to achieve near 100% recognition performance and reduce errors. The benefits include cost savings, improved efficiency, customer experience, and reduced fraud.
Orbograph introduces Automation Services and Automation Services LE, innovative recognition solutions that provide up to 40% labor cost savings through high levels of automation and accuracy. Automation Services achieves 98% automation and 99%+ accuracy, while Automation Services LE attains 90% automation with 99% accuracy. Both solutions support various check processing workflows and can be implemented on Orbograph's legacy OrboCAR platform or new G6 Enterprise Recognition Technology platform. Orbograph also offers managed recognition services to continuously monitor performance and ensure solutions meet guaranteed service levels.
Orbograph is a provider of electronic solutions for healthcare revenue cycle management and check processing recognition software. It has over 1,500 financial institution and biller clients that process billions of documents annually using Orbograph's technologies. Orbograph converts paper-based documents like EOBs into electronic files to automate payment data reconciliation and provide reporting tools. It is a subsidiary of Orbotech and was founded in 1996, employing over 50 people who serve the banking, financial, and healthcare industries.
1. Consumer Expectations and the
Great Transition: Understanding
What Consumers Really Want In
Payments
Jill Gonzalez
Bank of the West, Senior Vice President of the Card Services Division
Shelly Belvill
Vice President, First Data
Christopher Bumcrot
Partner, Applied Research & Consulting LLC
2. Copyright 2013 First Data Corporation. All Rights Reserved.
This document contains unpublished, confidential and proprietary
information of First Data Corporation. You may not disclose, copy or
use any part of these materials for any purpose without the express
written consent of First Data Corporation. All trademarks, service
marks and trade names used in this material are the property of their
respective owners.
2
3. PAUSE: Smart Phone Addiction!
What do you do first thing when
you wake up in the morning?
25%
20% 16%
11%
Copyright 2013 First Data Corporation. First Data Universal Commerce Consumer Tracker.
3
4. Approach
CLIENT CONSUMER
EMPATHY EMPATHY
UNDERSTANDING INNOVATION
Copyright 2013 First Data Corporation. First Data Universal Commerce Consumer Tracker.
4
5. What Works?
MUST BE
PERCEIVED
EASY
AS SECURE
TO USE
PROVIDE A BENEFIT
Copyright 2013 First Data Corporation. First Data Universal Commerce Consumer Tracker.
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6. Wave 2
FIRST DATA
UNIVERSAL COMMERCE
CONSUMER TRACKER
Copyright 2013 First Data Corporation. First Data Universal Commerce Consumer Tracker.
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7. Ever Wonder…
How are real consumers
dealing with all
the changes happening US TOO.
in payments and money
management?
That’s why we’ve been doing
some very interesting research to get
into the lives of our target audience.
60 consumers…
Copyright 2013 First Data Corporation. First Data Universal Commerce Consumer Tracker.
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8. EARLY TECH ADOPTERS &
SAVVY SHOPPERS
Copyright 2013 First Data Corporation. First Data Universal Commerce Consumer Tracker.
9. …Used a Clever Little Tool
• Who they are & what they’re about
Called OVER THE SHOULDER
• Their personal approaches to
to ride along with them on their interacting with money
smartphones for • The ‘tools’ they use during their day
• How they pay for things & think
2 weeks to see… about money
Then they joined us in person…
Make a 60-second
video that shows us
your diagram,
explains why you
sketched it together
the way you did, and
how you FEEL about
plus we refreshed our quant data it.
to support what we found
Copyright 2013 First Data Corporation. First Data Universal Commerce Consumer Tracker.
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10. The Skinny…
• ON = OFF
– Consumers blur online and offline shopping and banking.
• BEYOND THE TRANSACTION
– They want more than just a transaction. They want an experience –
to be recognized for their loyalty, to have a personalized experience,
to best utilize their time (in and out) and to get a good deal.
• CONTROL ISSUES
– Consumers actively manage their money and expect real-time information
wherever, whenever.
• MOBILE TIPPING POINT?
– Mobile’s role in shopping and banking continues to increase,
as do the expectations.
Copyright 2013 First Data Corporation. First Data Universal Commerce Consumer Tracker.
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11. OFF = ON
38% 21%
Want Want to start
seamless online or offline
experiences and finish on the
other… easily!
55% 64% 41% 12%
Use smartphone Have retailer apps Received Remote deposit
in-store to on phone; eReceipt from checks sometimes
comparison typically use in-store or frequently
shop <4 frequently purchase
Copyright 2013 First Data Corporation. First Data Universal Commerce Consumer Tracker.
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12. OFF = ON
Copyright 2013 First Data Corporation. First Data Universal Commerce Consumer Tracker.
12
13. Beyond the Transaction
• Let’s Make a Deal
• Like Me Back
• Know Me
• Make it Easy
Copyright 2013 First Data Corporation. First Data Universal Commerce Consumer Tracker.
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14. Let’s Make a Deal
APPROXIMATELY 1/2 SEEK A GOOD DEAL
• Active coupons/deal user
(54% of smartphone users)
• 33% receive coupons/offers
near store today…
• BUT 56% want to receive
offers/coupons on phone
near store
Copyright 2013 First Data Corporation. First Data Universal Commerce Consumer Tracker.
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15. Like Me Back
81%
Carry 2+ loyalty/rewards cards
43%
Banks should reward/
recognize me
Copyright 2013 First Data Corporation. First Data Universal Commerce Consumer Tracker.
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16. Know Me
64%
Expect bank to consider my
circumstances
44% 40%
Expect bank to offer products/ Want tailored ads/offers
services to match lifestyle
Copyright 2013 First Data Corporation. First Data Universal Commerce Consumer Tracker.
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17. Make it Easy
55%
My time is valuable – speed up
shopping and checkout
47% 50%
New technologies should empower me If technology is not easy the first
to be a savvier shopper time, I stop using!
Copyright 2013 First Data Corporation. First Data Universal Commerce Consumer Tracker.
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18. Control Issues
81% 82%
Expect real time access Expect online banking
32% Expect app
47%
Use bank app on smartphone
55% 18-34 year olds
Copyright 2013 First Data Corporation. First Data Universal Commerce Consumer Tracker.
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21. 5 in 10 Smart Phone Owners
Use Mobile Phone to Make Purchases
s
28% Interest in Mobile Wallet
(up from 19% March ‘12)
Copyright 2013 First Data Corporation. First Data Universal Commerce Consumer Tracker.
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22. Mobile Wallet Security Concerns
Remain the Same from Wave 1
5% 17% 77% 1%
Not Concerned Neutral Concerned Don’t Know
Copyright 2013 First Data Corporation. First Data Universal Commerce Consumer Tracker.
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23. Mobile Wallet Security Concerns
Remain the Same from Wave 1
72%
Payment info could be stolen by
59%
Worry about losing their phone
someone hacking into phone with payment information
Interesting: Millennials also worry about security – but as savvier phone users
also worry about everyday technical glitches
56%
Millennials concerned they might
54% Don’t Know
Concerned their battery might die
not have a strong enough signal to when they need to make a
complete a purchase payment
Copyright 2013 First Data Corporation. First Data Universal Commerce Consumer Tracker.
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24. Bottom Line…
Whether you are a bank,
a store, small or large…
CONSUMER expectations
continue to increase and
across industries
Copyright 2013 First Data Corporation. First Data Universal Commerce Consumer Tracker.
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