9 trends die de ontwikkeling van betalingsverkeer beïnvloeden ericvan vuuren

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Classification: Status: Transaction Trends shaping the future Eric van Vuuren Online Betaal Congres | March 4, 2014

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Page 1: 9 trends die de ontwikkeling van betalingsverkeer beïnvloeden ericvan vuuren

Classification: Status:

Transaction

Trends shaping the future Eric van Vuuren Online Betaal Congres | March 4, 2014

Page 2: 9 trends die de ontwikkeling van betalingsverkeer beïnvloeden ericvan vuuren

•  Full-service Card & Payment processor and Acquirer •  Headquartered in Utrecht (Netherlands) with offices

across five European countries and serving clients in 17 European countries

•  We offer a distinctive, fully customisable and modular range of future proof payment processing and payment acceptance services

Company description

Actuals 2013 (per 31-12-2013)

Number of payments processed 10,4 B

Number of ATM / POS transactions 4,4 B

ATMs connected to the Equens network 21 K

POS terminals connected to the Equens network 873 K

Credit- and debit cards under management 61 M

Revenue € 357 M

Key figures

!  Utrecht, The Netherlands (HQ) Eendrachtlaan 315 3526 LB Utrecht

!  Frankfurt, Germany

!  Stuttgart, Germany

!  Milan, Italy !  Rome, Italy

!  Helsinki, Finland

!  London, United Kingdom

Locations

Online Betaal Congres | March 4, 2014 2

Page 3: 9 trends die de ontwikkeling van betalingsverkeer beïnvloeden ericvan vuuren

About

3 Online Betaal Congres | March 4, 2014

Hoe$shopt$de$consument$in$2020$en#welke#ac)es#moeten#worden#ondernomen#op$

na2onaal,$branche$en$bedrijfsniveau$opdat#B2C$ondernemend$Nederland$succesvol#hier#op#in#

kan#spelen,$na)onaal#én#interna)onaal?#

Founding#Partners:# Wetenschappelijke#partners:#Kennis#partners:# Netwerk#partners:# Media#partners:#

Page 4: 9 trends die de ontwikkeling van betalingsverkeer beïnvloeden ericvan vuuren

19 Expert groups over 460 Experts over 150 companies Equens / PaySquare host for Expert group Transaction as part of the Customer Journey

About

4 Online Betaal Congres | March 4, 2014

Page 5: 9 trends die de ontwikkeling van betalingsverkeer beïnvloeden ericvan vuuren

About

5 Online Betaal Congres | March 4, 2014

Page 6: 9 trends die de ontwikkeling van betalingsverkeer beïnvloeden ericvan vuuren

Two separate research stages: 2013 & 2020

6 Online Betaal Congres | March 4, 2014

Research$Ques2ons$Expert$Group$‘Transac2on’$

ShoppingToday$(2013)$1. What#is#the#current#situa)on#for#transac)ons#in#Dutch#retail#prac)ce?#

2. What#are#current#trends#and#examples?#

Shopping2020$1. What#are#most#important#trends,#points#for#improvement#and#opportuni)es#in#transac)ons?#

2. What#are#the#most#likely#future#scenarios?#

ORIENTATION SELECTION TRANSACTION DELIVERY CUSTOMER CARE

© Bonsing / Mann time

Expert group TRANSACTION

Cus

tom

er J

ourn

ey

Page 7: 9 trends die de ontwikkeling van betalingsverkeer beïnvloeden ericvan vuuren

How do the Dutch pay? Non electronic payments

Greece - 97% Poland - 90% Italy - 89% Spain - 80% Ireland - 75% Germany - 69% Switzerland - 66% Austria - 64% UK - 57% Belgium - 54% Netherlands - 52% France - 50% Nordics - 46%

Cash share of transactions (2011)

!  Although continuous declining, using cash is still popular !  At supermarkets 6 out of 10 consumers still pay in cash !  Cross-border payments use less Credit Card; Consumers use

Cash and Debit Card instead

Dutch using cash

7 Online Betaal Congres | March 4, 2014

Sources:#McKinsey,#Innopay#analysis,#DNB,#Betaalvereniging#Nederland#

Page 8: 9 trends die de ontwikkeling van betalingsverkeer beïnvloeden ericvan vuuren

How do the Dutch pay? Electronic payments

Source:#BLAAUW#

8 Online Betaal Congres | March 4, 2014

Offline# 93%$$Market#share###electronic#payments#

Online#59%$Last#used#

online#payment#

Two clear favorites in electronic payments (2012)

Page 9: 9 trends die de ontwikkeling van betalingsverkeer beïnvloeden ericvan vuuren

iDEAL by far most used for internet payments

iDEAL Acceptgiro

Credit Card

74% 10%

7% One-off mandate 4%

PayPal 4% Other 2%

Preferred online payment method

iDEAL Acceptgiro

Credit Card

59% 10% 8%

PayPal 5% Online banking 4%

Acceptgiro 3% PIN

Rec. Direct Debit 2% 2%

Cash 1% One-off mandate 1%

Buyers 2013-1 (n=1678)

Top 10 payment methods last purchase

Sources:#Blaauw,#Thuiswinkel.org,#Bandenergycheck#

9 Online Betaal Congres | March 4, 2014

Strongest brands in NL 1. Google 100,0 2. IKEA 99,9 3. iDEAL 99,8 4. Bol.com 99,7

Page 10: 9 trends die de ontwikkeling van betalingsverkeer beïnvloeden ericvan vuuren

Online purchases in 2020

10 Online Betaal Congres | March 4, 2014

83%

17%

Current market (2013)

Online Offline

64%

36%

Shopping2020 Experts (2020)

What percentage of your purchases will you be conducting online in 2020? Please consider all your purchases together.

© GfK 2013 Hoe shopt de consument in 2020

Consumers n=11914

48%

52%

Consumers (2020)

34% of consumers expect over half of their purchases to be made online by 2020

8% of consumers expect to be making almost no purchases online by 2020

Page 11: 9 trends die de ontwikkeling van betalingsverkeer beïnvloeden ericvan vuuren

Disappearing consumers in physical retail

11 Online Betaal Congres | March 4, 2014

To what extend do you think you will be making your purchases in the physical store? Consumers that will definitely not be using the offline channel in 2020

© GfK 2013 Hoe shopt de consument in 2020

Consumers n=11913

Media and entertainment: 24% Consumer electronics: 23% Toys: 20% Books: 20% Fashion (shoes & lifestyle) : 17% Daily groceries: 17% Home & Garden: 15% Sports goods: 14% Fashion (clothes): 12% Pr

oduc

ts

Airline tickets and accommodations: 41% Event tickets: 40% Insurances: 37% Travel packages: 36% Telecom: 31% S

ervi

ces

Page 12: 9 trends die de ontwikkeling van betalingsverkeer beïnvloeden ericvan vuuren

The Customer Journey for Shopping Towards a seamless omni-channel shopping experience

12 Online Betaal Congres | March 4, 2014

Orientation Selection Transaction Delivery Customer Care

Page 13: 9 trends die de ontwikkeling van betalingsverkeer beïnvloeden ericvan vuuren

Nine trends impacting the role of transactions in the total retail experience (1/3)

13 Online Betaal Congres | March 4, 2014

!  Many parties trying to offer wallets: ‘war on the wallets’

!  Innovative services are expected from wallets

3: Digital Wallets

!  70% of Dutch smartphone users use their phone for shopping

!  Mobile shopping is held back because of there’s no good payment service

2: Mobile Shopping

!  Increasing electronic interaction drives demand for identification/authentication in the virtual world

!  Trust is a basic requirement for consumers and merchants: we need strong online identity solutions

1: Digital Identity

Page 14: 9 trends die de ontwikkeling van betalingsverkeer beïnvloeden ericvan vuuren

Nine trends impacting the role of transactions in the total retail experience (2/3)

14 Online Betaal Congres | March 4, 2014

!  New technologies are challenging traditional POS terminals

!  Need for terminals might decrease

!  New forms of hardware arise (e.g. mPOS, Biometrics, NFC BLE and QR-code)

4: Changing POS interaction

!  The in-store checkout and payment flow is changing

!  New technologies are challenging traditional checkout systems (e.g. Assistants with tablets, self service checkout, beacons)

5: Changing checkout

!  e-Commerce is maturing

!  Growing possibility for merchants to combine channels

!  Consumers will go cross-channel and expect to be able to do this

6: Conversion of channels

Page 15: 9 trends die de ontwikkeling van betalingsverkeer beïnvloeden ericvan vuuren

Nine trends impacting the role of transactions in the total retail experience (3/3)

15 Online Betaal Congres | March 4, 2014

!  Consumers are forced to leave information everywhere

!  Scattered info means increased risk

!  As a reaction the trend is to turn the ownership of personal data around

7: Consumers in control

!  Payments with less parties in the chain and less central control, will be an alternative in retail contexts

8: P2P payments

!  The EC harmonizes payments’ legal framework

!  The regulations aim at: !  Level playing field !  Innovation !  Lower costs f/ consumers

9: Increased regulation

Page 16: 9 trends die de ontwikkeling van betalingsverkeer beïnvloeden ericvan vuuren

Uncertainty 1: Consumer attitude towards Privacy

16 Online Betaal Congres | March 4, 2014

HIGH privacy awareness and control:

•  People are conscious and want to control about what happens with their personal data

•  Dedicated services to support Digital Identity

•  A move into this direction can be sparked by an incident or examples of data breaches

LOW privacy awareness and control:

•  Currently, experts observe a trend of decreasing privacy awareness

•  The adagio ‘I don’t have anything to hide’ is still strong in the public opinion

•  People are willing to ‘trade’ their data for additional benefits

HIGH privacy awareness and control

LOW privacy awareness and control

Page 17: 9 trends die de ontwikkeling van betalingsverkeer beïnvloeden ericvan vuuren

Uncertainty 2: Number of payment methods (providers)

17 Online Betaal Congres | March 4, 2014

MANY payment Methods (providers)

FEW payment methods (providers)

FEW payment methods: •  With different channels converging, demand for an

omnipresent payment method (and brand) increases •  A force that might support this, are schemes that restrict

the use of their brand to support other payment services

MANY payment methods: •  More payment methods because user experiences

throughout various channels are more and more optimized

•  Wallets we currently see arising may develop into payment methods in their own right

•  Regulation aimed at allowing innovative parties to initiate banking transactions

Page 18: 9 trends die de ontwikkeling van betalingsverkeer beïnvloeden ericvan vuuren

Experts evaluated the scenarios

18 Online Betaal Congres | March 4, 2014

Consumer perspective

General description of the scenario Current trends shaping the scenario Expected path for the scenario

Stage 1

Stage 2

Etc.

ENABLERS

BARRIERS

Enablers and barriers for the scenario

Implications of the scenario for various stakeholders

PSPs Regulators

Merchants

Banks

Consumers

Page 19: 9 trends die de ontwikkeling van betalingsverkeer beïnvloeden ericvan vuuren

Four payment scenarios emerge from the trends, shaping development of ‘transactions’ towards 2020

19 Online Betaal Congres | March 4, 2014

Scenario 2 - ‘Consumer Driven’ “I choose for convenience and a smooth user experience in a given context”

Scenario 3 - ‘Back to the Trust’

“I trust a limited set of payment methods”

Scenario 4 - ‘Big Brands, Big Data’ “My payment provider knows a lot about me and can therefore provide me with useful services in all contexts”

Scenario 1 - ‘In Control’

“Out of the many payment methods I can choose the way I pay to fit my privacy needs”

Few payments methods (providers)

Many payments methods (providers)

High privacy awareness and control

Low privacy awareness and control

Page 20: 9 trends die de ontwikkeling van betalingsverkeer beïnvloeden ericvan vuuren

Four payment scenarios emerge from the trends, shaping development of ‘transactions’ towards 2020

20 Online Betaal Congres | March 4, 2014

Few payments methods (providers)

Many payments methods (providers)

High privacy awareness and control

Low privacy awareness and control

(Consolidation)

t=0

2

1

Disruption from incident, regulation,

technology, …

3 4

Page 21: 9 trends die de ontwikkeling van betalingsverkeer beïnvloeden ericvan vuuren

Observations and conclusions

21 Online Betaal Congres | March 4, 2014

1.  In shopping and paying consumers look for reliability & security and convenience where reliability is a qualifier and convenience is a differentiator

2.  Consumers find privacy important but seem to be willing to trade it for convenience

3.  Payment will become seamless part of the shopping experience

4.  Digital or financial identity will be a key enabler to progress the market and to realize a truly seamless shopping experience

5.  Developing an (international) ecosystem for digital identity and personal data management is considered almost conditional for any scenario

6.  Major fragmentation of payment solutions and infrastructures is likely to slow down development of truly seamless shopping innovations

Page 22: 9 trends die de ontwikkeling van betalingsverkeer beïnvloeden ericvan vuuren

See you in the future

22 Online Betaal Congres | March 4, 2014

Subtitle

www.equens.com [email protected]

www.equens.com/newsletter twitter.com/equens

www.linkedin.com/company/equens

Full report

www.equens.com

All research reports

www.shopping2020.nl