"5 best practice tips to become an omni-channel expert" Next edition will be held in may 2017 - stay tuned! :) http://targiehandlu.pl/ BTW - we have another, similar event in Berlin ;) http://ecommerceberlin.com/

1. 5 best practices to become
an omni-channel expert
Jussi Lindberg
VP Global business development, Adyen

2. 1
1 2 3 4
Agenda
The omni-channel
landscape
Case Best Key take-

3. A constant revolution
Technology is transforming the world

4. Always on,
personal and
realtime
Same day delivery,
100% accuracy
Subscription
economy
Technology is creating an easy life for consumers

5. Customer journey
To thrive in the sharing economy of the high
demanding consumer, businesses need to
create the greatest customer journeys.
In order to create customer journeys, that fuel
brand loyalty, payments play a fundamental
role.

6. But what is holding it
back?
Businesses working in silos
• Customer service
• Organisational structure
• IT infrastructure
• Business process

7. Adyen enables companies to accept payments
from their customers using any payment method
over any sales channel.

8. wherever
people pay

9. Endless number of possible omni-channel
Card is captured
when goods
are shipped
Sales assistant finds
product on tablet. Shopper
is recognized with card and
is authorized
Product not
in store
Shopper registers online,
registers card
In-store web sales
1/3 of consumers buy the same item but at another store
10% do not purchase the item at all
1. Endless aisle

10. 90% of in-store kiosks transactions were related
to out-of-stock issues
Endless aisle strategies increased sales by up
to 14%

11. x
Endless number of possible omni-ch
Retrieves trans
inserting card a
partially if good
Visit the store to return
goods
The goods aren’t the good
size for example
Shopper shops online and
pays
Cross-Channel Refund
+
ess number of possible omni-channel
Pays with
one-click
Download app and login
and add goods to basket
Register card with POS and
receives login details by e-
mail
Visit the
store
Omni-channel one-click
Sub-optimisation of the cost of delivery
Inconvenience for the consumer to wait at home several hours
2. Click and Collect (Buy online, pick-up in store)

12. Zara Click and collect acting as a
support channel
Jumbo Supermarkets found that 40%
of their click and collect customers
were new customers
32% said they purchased additional
goods after they bought online and
picked up in-store
*Source: In Verdict’s March 2015 survey

13. +
Endless number of possible omni-channel
Pays with
one-click
Download app and login
and add goods to basket
Register card with POS and
receives login details by e-
mail
Visit the
store
Omni-channel one-click
Ensure a friction free payment experience using tokenised payment details both online and in-store
3. Omni-channel one click

14. Using tokenised payment details to
ensure frictionless hotel stay
Collect payment details online
Check-in kiosks at hotels
Payment for food and services with the
room card
Check out at the kiosk
Email with receipt
New booking using one-click

15. x
Endless number of possible omni-channel
Retrieves transaction by
inserting card and refund
partially if good is missing
Visit the store to return
goods
The goods aren’t the good
size for example
Shopper shops online and
pays
Cross-Channel Refund
42% of shoppers want to be able to bring online orders back to a store
Return fraud and abuse amounted to $17.6 billions in 2014
8.9% of sales are subjected to returns
4. Omni-channel returns

16. Lower levels of fraud (due to human
interaction)
Opportunities to cross-sell products to
the incoming consumer

17. Omni-channel initiatives - Apple Pay

18. Best practice 1
Make the payment step as
frictionless as possible
The easier it is for customers to pay, the higher the
conversions
Payment data storage
The right payment acceptance policy
Innovative technologies to address real pain
points

19. Best practice 1
Make the payment step as
frictionless as possible
The easier it is for customers to pay, the higher the
conversions
Payment data storage
The right payment acceptance policy
Innovative technologies to address real pain
points
Test in the physical environment
Train staff
Top champions in physical stores
Best practice 2
The Three Ts

20. 20
Best practice 3
Centralize payments management
Across sales channels and geographies + Centralised reporting and reconciliation
= Increased efficiency and slashed operational costs

21. Best practice 4
Leverage online technology
in-store
Delayed authorisation capture:
Reduce refunds
No amount blocked on shopper card
Tokenisation:
Streamline processes

22. Best practice 5
Adjust fraud prevention approaches
Fraudsters take advantage of lack of communication between channels
Examples of best practices:
Link risk data across channels and geographies.
Centralised risk settings across channels and geographies.

23. Key take aways
Sales channels are adding value to each other in an omni-
channel environment
Payments is a key driver behind an omni-channel strategy
Omni-channel approach to payments leads to increased
revenues and reduced operational costs.