What are the key trends for the future of retail?
The retail sector has been through tough times over the past few years. Clearly, the disruption from the pandemic played a huge part, but businesses still need to innovate. We are now witnessing a strong focus on new services. Everybody is aware of what Amazon is doing through, for example, Amazon Go, and the reaction is stimulating a new shopping experience in the UK, driven by advancing technology.
Consequently, consumers have to learn and adapt to a different way of buying goods and services. We are also seeing a great deal of innovation within new channel development. Companies are investing in live commerce and people are increasingly using chat bots; we’ve also witnessed customers looking at voice commerce to use natural characteristics to place orders. There is a huge amount of change in the pipeline.
The importance of loyalty is also coming to the fore. The process can be clunky for customer when it comes to registering for loyalty schemes. At the same time, we also see investment in new payment methods. Covid-19 had a huge effect on the number of contactless transactions, which, compared to cash, have risen dramatically.
This trend will inevitably continue. Innovation is also key, because delivering that seamless and reliable experience is important to bolster revenue in the long term, as it encourages retention among shoppers towards their favourite brands.
How is Worldline as a paytech company helping merchants achieve their goals?
Worldline is a global leader in secure payments and at the forefront of the digital revolution. Our expertise and experience have allowed us to identify several areas where we can offer genuine value. One important way is through mobility.
One of the most cited reasons customers abandon their shopping journey and don’t complete their purchase is because of online ‘queues’. Indeed, Worldline has been approached by companies to understand how to serve customers at the most convenient point, which also drives personalisation in the shopping experience.
This again enhances retention. Concerning the shift towards loyalty schemes, Worldline has a service called ‘tap and collect’, which means people with a loyalty card in their wallet don’t need to present their phone twice - once for the payment and then again for loyalty. Rather, they can do everything at once because their wallet will connect through the payment to enable the points to be registered. Again, it’s about making the experience as seamless as possible.
Traditionally, when customers join loyalty schemes, they can find filling out an online or physical form intrusive and time-consuming. At Worldline, we are facilitating push mechanisms, which sends a message to somebody’s device to ask if they’d like to join the loyalty scheme; if they agree, they then enter their details for a quicker and more efficient registration process.
Another important area is scan and pay, whereby customers use their own device through a progressive web application. Customers can scan the QR code and their goods as they walk around the store. At the point of payment, they decide whether to pay through their device or interact with a POS terminal. With advancing technological capabilities, there’s a huge plethora of ideas and payment options in these areas.
How would you say Nexo Standards fits into this landscape of helping to bring additional value to merchants?
We undertake a great deal of work with very large merchants that operate complex businesses that are geographically diverse and require a simple yet consistent way of managing all their payments, reducing the burden on their teams.
A standard way of working and using the Nexo Standards platform means merchants need only one POS system integration and one acquirer accreditation. For large and international businesses, it means they can deploy one payment service and solution across many countries without the need for multiple integrations and various accreditations, which as well as providing working efficiencies, also come with cost improvements.
At Worldline, we are proud of our work with Nexo Standards. Moving forward, we will bring a huge benefit for international merchants.
For more information on Nexo Standards: https://www.nexo-standards.org/
About the interviewee
Lee Jones, Managing Director Northern Europe, Merchant Services at Worldline
Lee is the Managing Director Northern Europe for Worldline and, alongside his team, has an unparalleled track record of helping organisations deliver a reliable, secure and fuss-free checkout experience. Having held a variety of leadership roles with market leading technology companies over a 20-year period, Lee is passionate about driving solutions that deliver real value to his customers. Leading Worldline into new markets, where the introduction of cashless payments (such as mobile payments) is just starting to emerge, while supporting existing customers in their ambition to meet and exceed shopper expectations, is something which highly interests Lee. Lee is proud of the trust customers have placed in Worldline and his team. Being able to help organisations reduce the cost, complexity and burden of PCI while assuring their revenues and enabling them to increase their customer satisfaction scores is at the heart of Worldline’s strategy.
Want to know more? watch Lee’s video interview with nexo