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A new wave of payments innovation: how the NPP is set to shake up the Australian Financial Services industry
In this article, Adrian Lovney, CEO of the NPP explores how the new platform will impact banks, merchants and retailers from a CX and operational point of view and the plans and prospects for the overlay services now and in the future.
Simplifying and enhancing the customer experience through payments innovation: Insights from ANZ, Samsung Pay and the NPP
In this eBook, Jo Spencer, Head of Technology, Strategy and Architecture – Payments at ANZ, Mark Hodgson Head of Product and Services at Samsung Pay Australia and Adrian Lovney, CEO of the NPP, explore how to harness new technology platforms to ensure innovation in payments, including how:
- ANZ is re-inventing banking services by placing an organisation-wide emphasis on CX
- Samsung is building a digital wallet through strategic partnerships
- Banks, retailers and merchants can prepare for the NPP and capitalise on the opportunities it provides
While more than 90 billion apps were downloaded in 2016, more than 75% of apps are opened just once. With the emergence of the app economy, businesses need to think beyond simply having an app, but instead need to think about driving greater engagement across their channels. The expectation is growing that experiences are seamless across various contexts, both digital and actual, and the right use of apps can make this a reality.
In this presentation from Payments Innovation 2017, Peter Santiago, Director In-store and Engineering at PayPal, explores:
- Harnessing technologies - technologies, such as bots, can drive change by providing a fluid experience that mirrors human interaction
- How are we seeing the lines blur between bricks and mortar, social, online, and in-app? Increasingly customers expect their digital and actual worlds to coincide rather than disconnect. How can companies make this happen?
- “Closing the loop” – an end to end digital experience. If consumers start within one app, but then are pushed across to various platforms to finish a transaction we’re pushing them away rather than winning them back
According to Tourism Australia, Chinese tourists spend about $8000 on average per person during each visit. The growing demand for Australian-made goods from Chinese consumers is fuelling the expansion of Alipay, a mobile payments platform to Australia. To cater for this market, Alipay has established an embedded POS payment method where customers have the ability to scan a QR code on their smartphone to pay for goods in their currency.
In this presentation from Payments Innovation 2017, George Lawson, Country Manager, Alipay ANZ explores:
- Creating a simple and intuitive customer payments experience
- Driving cross border transactions and servicing a gap in the marketplace
- Establishing channels for merchants and extracting data to provide insights to retailers
- Partnering with Commonwealth Bank to expand reach and service offering
2018 is set to be a game-changing year for banks, digital service providers and customer expectations. As PSD2 (revised Payment Service Directive) is adopted in Europe and the Open Banking initiative takes off in the UK, banks’ interaction with their customers is under threat and the demand for real-time information and services is becoming the norm. Is this a chance to re-invent banking services, delivered through APIs and how will Australian banks and retailers be pushed to take NPP to the next level?
In this presentation from Payments Innovation 2017, Jo Spencer Head of Technology, Strategy and Architecture – Payments, ANZ, explores:
- What the PSD2 and Open Banking initiatives look to achieve
- What this means for customers in Australia and other countries
- The risk of disintermediation and banks losing touch with consumers
- The meteoric rise of the API and the need to find the right partner
- The push for banks to place emphasis on customer experience (CX) to differentiate and maximize their platform impact
- The change agenda and who in Australia’s ecosystem can capitalize on it
- The potential extended use of NPP current and future features in this ever-evolving environment
- The need for an industry response on data, customer arrangements, identity and security
This whitepaper analyses the top 10 trends expected to affect payments' industry dynamics as well as stakeholder strategies in the coming year