{"id":2287,"date":"2022-07-18T06:41:23","date_gmt":"2022-07-18T06:41:23","guid":{"rendered":"https:\/\/dev.skillnetinc.com\/?post_type=blogs&#038;p=2287"},"modified":"2024-08-15T14:21:42","modified_gmt":"2024-08-15T14:21:42","slug":"payments-flexibility-without-complexity-part-2","status":"publish","type":"blogs","link":"https:\/\/dev.skillnetinc.com\/es\/resources\/blogs\/payments-flexibility-without-complexity-part-2\/","title":{"rendered":"Payments Flexibility without Complexity \u2013 Part 2"},"content":{"rendered":"<p id=\"block-2923330d-7f22-4d24-aff7-dbe37b7cb8b5\">This blog is Part 2 of the 2 based on the webinar \u201c<a href=\"https:\/\/dev.skillnetinc.com\/es\/resources\/webinars\/flexibility-without-complexity-on-demand-webinar\/\">Payments \u2013 Flexibility without complexity<\/a>\u201d. It provides details on how retailers can support a diverse range of shopper journeys while retaining a single view of their customers. The topics covered in the webinar include:<\/p>\n\n\n\n<ul class=\"wp-block-list\" id=\"block-31be426a-bb33-4137-9099-1482aefb8915\">\n<li><a href=\"https:\/\/dev.skillnetinc.com\/es\/resources\/webinars\/flexibility-without-complexity-on-demand-webinar\/\">Omnichannel refunds<\/a>&nbsp;(Part 1)<\/li>\n\n\n\n<li><a href=\"https:\/\/dev.skillnetinc.com\/es\/resources\/webinars\/flexibility-without-complexity-on-demand-webinar\/\">Contactless commerce<\/a>&nbsp;( Part 1)<\/li>\n\n\n\n<li><a href=\"https:\/\/dev.skillnetinc.com\/es\/resources\/webinars\/flexibility-without-complexity-on-demand-webinar\/\">Unified customer data (and how to use it)&nbsp;<\/a>( Part1)<\/li>\n\n\n\n<li>Put your customers in the driving seat of their experience ( Part 2)<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Flexibility without complexity webinar part 2\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/vqiXVRkFNKc?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p class=\"has-text-align-center\" id=\"block-36bc92a6-3568-49ac-be87-3317ed6a0cfb\"><strong>Speakers<\/strong><\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-e43c56aa wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"768\" height=\"375\" src=\"https:\/\/dev.skillnetinc.com\/wp-content\/uploads\/2023\/02\/speaker2.webp\" alt=\"\" class=\"wp-image-5810\" srcset=\"https:\/\/dev.skillnetinc.com\/wp-content\/uploads\/2023\/02\/speaker2.webp 768w, https:\/\/dev.skillnetinc.com\/wp-content\/uploads\/2023\/02\/speaker2-300x146.webp 300w, https:\/\/dev.skillnetinc.com\/wp-content\/uploads\/2023\/02\/speaker2-18x9.webp 18w\" sizes=\"auto, (max-width: 768px) 100vw, 768px\" \/><\/figure>\n<\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"block-d3dc523a-074e-4120-b1cc-5ae2daef902d\"><strong>Create successful retail customer journeys<\/strong><\/h2>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"block-48784d33-b9b7-41b6-9aaf-c1603b369ee3\"><strong>Put your customers in the driving seat of their experience<\/strong><\/h4>\n\n\n\n<p id=\"block-8d110032-8527-49d7-9415-2be68bdc7d7f\"><strong>Antonio Alvaro<\/strong>&nbsp;\u2013 Customers are looking for a specific experience, they are moving from the&nbsp;limitations that were generated&nbsp;by the pandemic&nbsp;and they\u2019re looking to continue with experiences delivered by the successful retailer. They have been engaging with the retailers in an environment where they had to shop online, they had to focus on&nbsp;transactions that were contactless&nbsp;and now they want to have that experience, but they also want to keep that flexibility. They, also want to continue&nbsp;in a contactless&nbsp;environment. So,&nbsp;putting the customers at the driver\u2019s seat of the experience really means to figure out what are the, journeys that are more successful, that&nbsp;are the preferred journeys &nbsp;for them to interact with the retailers.<\/p>\n\n\n\n<div class=\"wp-block-group has-border-color has-fontcolor-border-color is-layout-constrained wp-block-group-is-layout-constrained\" style=\"border-width:1px;border-radius:15px\">\n<div class=\"wp-block-columns alignfull are-vertically-aligned-center is-layout-flex wp-container-core-columns-is-layout-f7a0c44c wp-block-columns-is-layout-flex\" style=\"padding-top:5%;padding-right:5%;padding-bottom:5%;padding-left:5%\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"padding-top:0;padding-right:0;padding-bottom:0;padding-left:0;flex-basis:66.66%\">\n<h4 class=\"wp-block-heading has-fontcolor-color has-text-color\" style=\"font-size:1.5rem;font-style:normal;font-weight:600\">Looking for payment solution expertise<\/h4>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-a89b3969 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button has-custom-font-size has-small-font-size\" style=\"font-style:normal;font-weight:600\"><a class=\"wp-block-button__link has-primary-background-color has-background wp-element-button\" href=\"https:\/\/dev.skillnetinc.com\/es\/contact-us\/\" style=\"border-radius:8px\">Cont\u00e1ctenos<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<p id=\"block-fcd8a028-be43-4a75-8166-8c69339e2c77\">So, the traditional channels are really just a starting point of what\u00a0is the design for new customer journeys can be\u00a0and\u00a0we\u2019re seeing that\u00a0we\u2019re going way beyond the traditional\u00a0buy online\u00a0pickup in store, the sort of <a href=\"\/es\/resources\/blogs\/bopis-ropis-boris-boss-are-you-ready-for-omnichannel-fulfillment\/\">BOPIS BORIS<\/a> type of journeys.<\/p>\n\n\n\n<p id=\"block-4709afc5-6f40-4c0d-b05c-3d25078c527a\">The number&nbsp;of&nbsp;contact points, is&nbsp;more personalized to&nbsp;&nbsp;individual customers. So we\u2019ve seen, explosion of different journeys that, retailers are delivering&nbsp;and the&nbsp;selection of what needs to be built and&nbsp;implemented has to be driven by&nbsp;data. The data of what is the behavior of the customers, an approach where there is, a real focus on design, of the experience, is needed. Retailers are also looking at adapting the existing solutions. It\u2019s&nbsp;not really possible or practical to think of replacing all of the, underlying systems, for a core, omnichannel process engine.<\/p>\n\n\n\n<p id=\"block-b43e789c-d7b2-4d7c-b33f-93f6c7c0020d\">You have to really adapt and leverage what, what you&nbsp;have,&nbsp;so&nbsp;a process of, continuous improvement of iteration becomes really important alongside the&nbsp;concept of, putting the customer at the center of the design and then from a technology perspective,&nbsp;the ability to execute in an environment where&nbsp;it is possible to automate in sort of a&nbsp;<a href=\"https:\/\/dev.skillnetinc.com\/es\/services\/store-solutions\/modern-commerce-engine\/commerce-devops\/\">DevOps<\/a>&nbsp;type of methodology where you are able to leverage services in the cloud, is really important.<\/p>\n\n\n\n<p id=\"block-c1a1d71c-8d68-4cbf-849d-63cf57de54f0\">So that&nbsp;the engineering that sits behind. The integration of the different channels, the creation of the,&nbsp;<a href=\"https:\/\/dev.skillnetinc.com\/en\/partner-with-us\/digital-engineering\/cx-design\/\">customer journeys<\/a>, can be done&nbsp;in a way that is iterative, that really,&nbsp;allows you to then,&nbsp;experiment and&nbsp;figure out what&nbsp;is the behavior of your customers? what is the data telling you about what they\u2019re doing?<\/p>\n\n\n\n<p id=\"block-76216f5e-30b6-48dc-b886-43b4d1447ee7\">And subsequently modify&nbsp;and&nbsp;improve, the customer journey based on that behavior and at the center of, of many of the journeys is&nbsp;&nbsp;the contactless commerce&nbsp;you know&nbsp;even&nbsp;as&nbsp;the&nbsp;restrictions&nbsp;associated with the pandemic are&nbsp;being lifted all data points&nbsp;to&nbsp;customers that&nbsp;want to still use&nbsp;contactless, they\u2019ve now got used to operating&nbsp;using their own mobile device.<\/p>\n\n\n\n<p id=\"block-bac97aef-a28c-414e-9148-80cfbc37d465\">They\u2019re used to&nbsp;&nbsp;having certain&nbsp;apprehension to&nbsp;touching surfaces that they might not have control on. So,&nbsp;Contactless is really here to stay. The use of QR&nbsp;codes, which is really a fairly old technology. It\u2019s been with us for about 20 years. But QR codes in the last 18 months have really taken on. Many use cases now are&nbsp;delivered through QR codes.<\/p>\n\n\n\n<p id=\"block-671ccb19-fd36-4db8-892d-c339a4288848\">And&nbsp;this is something again that&nbsp;we&nbsp;think is probably&nbsp;here to stay&nbsp;it\u2019s incorporated to the payment experience and&nbsp;it is available for&nbsp;payment integration&nbsp;as an effective way&nbsp;of avoiding&nbsp;touch and&nbsp;with this contactless&nbsp;the&nbsp;emergence of&nbsp;more&nbsp;it\u2019s kind of goto solutions is&nbsp;again something that we&nbsp;are seeing as&nbsp;here to stay.<\/p>\n\n\n\n<p id=\"block-9455a89a-4272-4282-bfa3-4de35cf58f86\">So to give an example of&nbsp;what&nbsp;an integrated journey now&nbsp;looks like&nbsp;we\u2019re gonna talk briefly about the phone store orders and here the traditional call center,&nbsp;that the e-commerce channel and the store channel completely blend into&nbsp;what&nbsp;is essentially a collection of customer journeys&nbsp;and all of these customer journeys then are supported by&nbsp;analytics&nbsp;across all of the steps so that, the results of the interactions can then be analyzed and Angus was&nbsp;talking about before those results can then be incorporated into deciding, how the journey should&nbsp;evolve and the combination of technologies that is required,&nbsp;to deliver, integrated journeys, like this is&nbsp;quite extensive and so in this type of journey, the need for having a solid integration&nbsp;framework is&nbsp;really important. And&nbsp;having that&nbsp;engineering practices in place that, allow for all of these&nbsp;pieces to come together.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\" id=\"block-5c79afac-f463-40be-b682-601ac914d638\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"450\" src=\"https:\/\/dev.skillnetinc.com\/wp-content\/uploads\/2023\/01\/Payments-Flexibility-without-Complexity-1024x450.jpg\" alt=\"\" class=\"wp-image-4566\" srcset=\"https:\/\/dev.skillnetinc.com\/wp-content\/uploads\/2023\/01\/Payments-Flexibility-without-Complexity-1024x450.jpg 1024w, https:\/\/dev.skillnetinc.com\/wp-content\/uploads\/2023\/01\/Payments-Flexibility-without-Complexity-300x132.jpg 300w, https:\/\/dev.skillnetinc.com\/wp-content\/uploads\/2023\/01\/Payments-Flexibility-without-Complexity-768x337.jpg 768w, https:\/\/dev.skillnetinc.com\/wp-content\/uploads\/2023\/01\/Payments-Flexibility-without-Complexity-18x8.jpg 18w, https:\/\/dev.skillnetinc.com\/wp-content\/uploads\/2023\/01\/Payments-Flexibility-without-Complexity.jpg 1366w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">Figure : Customer Journey for a phone store order<\/figcaption><\/figure>\n\n\n\n<p id=\"block-dec3376d-f634-4611-a0d4-a00fdcc73266\">So the customer will call, asking for&nbsp;a product&nbsp;that call will be actually routed through the digital, , platform so that all of the voice interactions can be captured. And, we can then subsequently do sentiment analysis. We can&nbsp;do an overall detail voice analysis of&nbsp;&nbsp;the entire journey.<\/p>\n\n\n\n<p id=\"block-aa5493c0-1d07-4737-8b77-2daabd7bc4d0\">The call can be picked up from anybody. It can be picked up from&nbsp;the store&nbsp;by a store assistant. And that&nbsp;becomes then again, a phone store order journey&nbsp;but it could be picked up by somebody working from home as well as&nbsp;in the call center&nbsp;and it will assist in&nbsp;relation to completing the sales order.<\/p>\n\n\n\n<p id=\"block-3df394fd-e9fd-4601-a9a2-eacb9b80a93a\">The sales order&nbsp;is leveraging APIs that are coming from e-commerce, the flow&nbsp;of that&nbsp;order is optimized so that&nbsp;the self-experience&nbsp;at the other end is&nbsp;frictionless and&nbsp;focuses on the best&nbsp;conversion. The experience&nbsp;of this&nbsp;flow allows us then to develop&nbsp;a conversational AI.<\/p>\n\n\n\n<p id=\"block-587d80a4-1d5f-4145-9d34-aeb1419c5270\">If we want to use services like&nbsp;Alexa for automation, it can also allow us to have&nbsp;a chat bot available. If we want to also provide the journeys through initial steps of the journeys through, a messaging interface&nbsp;and then once the order is completed, then the payment solution is going to provide&nbsp;a pay by link option&nbsp;which will be&nbsp;&nbsp;directly displayed to the customer on their mobile phone. Hence, continuing the&nbsp;contactless&nbsp;journey,&nbsp;the customer can&nbsp;go to the store and, and pick up their goods&nbsp;and&nbsp;&nbsp;that order will be&nbsp;&nbsp;transacted in the Point of Sale. &nbsp;The POS&nbsp;will generate the receipt&nbsp;and will complete the&nbsp;payment settlement&nbsp;again, without having&nbsp;any&nbsp;contact with the pet device and&nbsp;for this, what is critical is to have the right&nbsp;payment solution that&nbsp;can adapt to&nbsp;the context of the transaction, payment solution, like Adyen&nbsp;and have the right integration so, the right data is provided to the solution at the right time, in the context of the step occurring in the customer journey.&nbsp;<\/p>\n\n\n\n<p id=\"block-befaf9d4-16a1-4871-9ce6-b6ba7ca3be8c\">So in&nbsp;this example&nbsp;just&nbsp;of phone store&nbsp;order&nbsp;one can see the&nbsp;<a href=\"\/services\/store-solutions\/pos-modernization\/\">Point of Sale<\/a>&nbsp;acting as really as an another hope for&nbsp;omnichannel&nbsp;bringing together technologies&nbsp;from&nbsp;<a href=\"\/es\/partners\/aws-services\/\">eCommerce<\/a>, payment solutions like Adyen&nbsp;and cloud services for the details for sentiment analysis. So, again an example of how stores become more of an experience center where customers can complete sales, but retailers can use them as a storeroom. So, one can&nbsp;execute stores for clienteling and also for fulfillment.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"block-4490af40-2168-48ae-b28d-3f8b4447cb8c\"><strong>Key Takeaways<\/strong><\/h2>\n\n\n\n<p id=\"block-42c4988e-4118-4f37-b563-d2c83da79c70\"><strong>Antonio Alvaro&nbsp;<\/strong>\u2013 The shopper is in control. The shopper is the one that is driving, what customer journey they want to execute. What are the options they want to take, in some cases, customer&nbsp;and we&nbsp;&nbsp;were discussing how the preference is to have&nbsp;a contactless experience&nbsp;but very much&nbsp;the case that some customers will want to have,&nbsp;a richer experience in a store.<\/p>\n\n\n\n<p id=\"block-655dfe43-d654-4416-9716-2087b84ce735\">there is more interaction and there is the advice received from story staff. And that will be an option that they will be able to take in the journey from the retail point of view&nbsp;in terms of objectives just making sure that the experiences that the retailer provide are&nbsp;distinctive&nbsp;and are recognizable&nbsp;from a brand perspective and that they can be personalized to&nbsp;a customer.<\/p>\n\n\n\n<p id=\"block-43640b6f-7159-4e9c-aadc-b4e09a2c8ae0\">The ability to have contactless shopping&nbsp;whenever regulations change&nbsp;having that option and being something that can be essentially&nbsp;switched is a really powerful thing&nbsp;to have available. And then that the processes have to be frictionless&nbsp;regardless of how rich the interaction is&nbsp;you want to avoid&nbsp;manual steps.<\/p>\n\n\n\n<p id=\"block-e0359031-54e1-46c5-9ad8-5358de779096\">You want to avoid anything that really disrupts from what&nbsp;should be seamless, transactional flow, , and then from&nbsp;an execution perspective, Continuous operational improvement&nbsp;is really&nbsp;important that&nbsp;these journeys&nbsp;are &nbsp;never done&nbsp;never completed. They&nbsp;continue to improve as the data comes in and you can understand better&nbsp;customer behavior.<\/p>\n\n\n\n<p id=\"block-52b5e6b6-1a14-4ac3-a0b8-a9eeae5949f1\">Incentivizing experimentation and innovation&nbsp;is very much &nbsp;a moving&nbsp;&nbsp;goal&nbsp;post situation where&nbsp;the things that consumers are expecting are&nbsp;continually evolving. Andso the retailers have to work with them and have the ability to&nbsp;continuously change&nbsp;and finally&nbsp;Technological transformation that improvement on engineering that is&nbsp;generally described as digital transformation&nbsp;that is really what delivers that unify commerce that is needed for&nbsp;providing customers with&nbsp;journeys.<\/p>\n\n\n\n<p id=\"block-a688d5e5-5c3f-44af-abdb-a82a87b6f79f\"><strong>Angus Blest<\/strong>&nbsp;\u2013 Lastly, it is about giving the best experience for the shoppers to create an environment where&nbsp;customers see the product in the best possible light, and they\u2019re more likely to, to spend money, to buy things and come back.<\/p>\n\n\n\n<p id=\"block-bbd2c0df-55d5-471f-a3c5-af78c2827e83\">It is about creating&nbsp;an environment and a set of experiences that can help&nbsp;retailers&nbsp;drive &nbsp;growth in transaction volumes. The more familiar, the more engaging&nbsp;the experiences are, the more likely they are to spend money.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"block-da156e09-d9b8-45cd-8fec-17b8acbed40e\"><strong>Q&amp;A \u2013 What do you think is next for the use of mobile phone&nbsp;transactional tools?<\/strong><\/h2>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"block-3410b0ca-c235-481b-9439-8bac5430fab7\"><strong>Customer Journeys using Mobile phones<\/strong><\/h4>\n\n\n\n<p id=\"block-8ed76c9f-a6d0-440b-b56c-2ee02c37b56d\"><strong>Antonio Alvaro<\/strong>&nbsp;\u2013 From the perspective of customer journeys that we were&nbsp;talking about before, what we are seeing clearly&nbsp;is that&nbsp;many different customer journeys are going to include mobile phones, the mobile phone of the customer and the customers now take for granted that they should be able to do.<\/p>\n\n\n\n<p id=\"block-01403766-ae07-4823-b097-b617bac24ebc\">With the mobile phone, whether it is through a wallet or scanning a&nbsp;QR code in a pay by link solution&nbsp;customers should be able to pay&nbsp;but at the same time&nbsp;depending on the customer journey, they should be able to pick up&nbsp;the&nbsp;sales process at different points&nbsp;so that if one actually wants to have&nbsp;a sales-assisted experience where one can have an someone &nbsp;talking &nbsp;and&nbsp;explaining the purchase and providing advice. But also only at the end, if the customer wants to provide the phone for payment. That\u2019s an option that is available. So, if the customer wants to do everything on their phone and add items to the basket in the phone and doing all those things is also possible.<\/p>\n\n\n\n<p id=\"block-4d6cab13-177e-4f45-84de-80af8ceaf1d3\">From an integration perspective, the mobile phone is already the single most important device for&nbsp;transacting and paying for things.<\/p>\n\n\n\n<p id=\"block-5e34d119-3738-4c4a-8b78-1fa3461a5206\"><strong>Angus Blest<\/strong>&nbsp;\u2013 From Adyen\u2019s perspective, the mobile phone is already the single most important device for&nbsp;transacting and paying for things. The adoption of Apple pay and Google pay as payment methods has increased significantly during the pandemic since people are very&nbsp;accustomed to&nbsp;using mobile devices.<\/p>\n\n\n\n<p id=\"block-89205fb5-b2db-4d31-863a-84bde4ffa83d\">Adyen is in the process of bringing to market&nbsp;Android payment terminals, which are in effect the size of a mobile phone that people in store will be able to run their full-blown point of sale. That becomes a mobile payment terminal and point of sale with which people are wondering around.<\/p>\n\n\n\n<p id=\"block-64a3e2a1-cf3c-4fed-ba42-c566d6c2f706\">The reality is the need to have an environment that\u2019s flexible so that when&nbsp;shoppers use of the device adapts and evolves over time, retailers have an architecture and infrastructure and a set of partners that can react &nbsp;to make the most&nbsp;of the opportunities that come with new developments in technology.<\/p>\n\n\n\n<p id=\"block-60f30389-d3f2-4bfb-8fbd-c5ef3acd8289\">The mobile phone is&nbsp;absolutely central to transacting for the future.<\/p>","protected":false},"excerpt":{"rendered":"<p>This blog is Part 2 of the 2 based on [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":6126,"template":"","categories":[],"tags":[],"ppma_author":[11],"class_list":["post-2287","blogs","type-blogs","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - 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