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Four Payments Trends for 2023

Casey Klyszeiko, Head of Global eCommerce and Carat at Fiserv

As 2023 begins, businesses are navigating an uncertain landscape. Inflation has remained persistent, consistently exceeding double digit rates across the European Union (EU) and showing up in everyday purchases like energy and groceries, while global tensions also remain high and the supply chain has yet to fully stabilise.

Consumer spending, a major driver of the economy, is creating concerns too. According to McKinsey, nearly 4 in 10 European consumers have reduced spending on nonfood discretionary items. This scenario is compelling businesses that serve consumers, particularly those in the retail space, to invest in the creation of an engaging purchasing experience, which will be a particularly wise investment if spending continues to slow and competition for consumer share of wallet grows.

Casey Klyszeiko

Embracing technology innovation to streamline operations and better serve customers will help businesses navigate choppy waters while building deeper and more unified relationships for the long term.

Here are four payments trends global businesses will encounter in 2023 and beyond.

1. Payment choice will help businesses meet consumer needs

Consumers prefer, and, in some cases, need, to pay in a myriad of ways, ranging from tapping their digital wallets to scanning a QR code. From enabling people to pay using options like buy-now-pay later (BNPL) or PayPal, to allowing consumers to receive payouts instantly into the account of their choice, businesses increasingly view payments as an opportunity to maximise customer choice and build loyalty.

As consumers navigate economic headwinds in 2023, offering more payment choice will provide much needed optionality and flexibility as they look to pay and be paid using options that best fit their financial needs.

Think of the gig economy worker who wants to access their pay each day, the benefit recipient purchasing food at the local market, or a utility customer awaiting a deposit refund. Each consumer has a unique payment preference driven by a real-life need. Businesses will increasingly invest in payment choice in 2023 to create experiences that drive loyalty as they enable people to navigate their financial lives.

2. Businesses will optimise payment flows to protect against economic uncertainty

In addition to solving for consumer payment needs, companies are taking a hard look at where they can optimise their own costs and investments. Businesses that deliver unified shopping and payment experiences through a single platform can streamline operations and diminish operating costs. Other tactics include encouraging lower cost payment types, reducing manual processes with cloud-based solutions, and tapping into emerging technologies that boost authorisation rates while reducing fraud and risk.

  • Encouraging lower cost payment options, such as open-banking enabled payments directly from bank accounts, will allow businesses to reduce their cost of acceptance on a given transaction. That cost savings can benefit the brand’s bottom line and be re-invested to boost the customer experience and increase loyalty.
  • Streamlining business to business payments by closely integrating accounts receivable (AR) and accounts payable (AP) payments with enterprise resource planning (ERP) systems will create efficiencies, enhance data protection and optimise collaboration with customers and partners, which improves cash flow.
  • And finally, businesses will continue investing in fraud mitigation. During challenging economic times, history shows an increase in fraud. Pairing artificial intelligence and machine learning with robust sets of payments data will be pivotal for businesses needing to secure their digital borders in the next year.

3. Business will move their payments data to the cloud

To unlock new value from their payments data, businesses will tap cloud solutions to achieve new levels of access, analysis, and efficiency. Enabling seamless and secure data transfer via the cloud will modernise how payment data flows to decision-makers and how it guides business decisions across the board.

By leveraging data in real time across business functions, companies can innovate at the speeds expected in today’s rapidly changing commerce landscape. With ready-to-query payments data, businesses also can enhance the checkout process, helping prevent purchase abandonment.

By integrating seamless checkouts with embedded rewards programmes, businesses will also strengthen loyalty. Moreover, real-time payment data will improve decisions for embedded financial services and fortify fraud mitigation.

Similarly, companies will take advantage of enhanced access to timely payments data and use it to identify customer trends that can lead to a competitive advantage.

4. Businesses will enhance digital wallet experiences to deepen consumer loyalty

As competition heats up, businesses will invest in branded digital experiences, turning to their own wallets to create value by streamlining financial experiences and driving deeper customer relationships. One example is how businesses can leverage their mobile applications to streamline payment experiences across multiple wallets within their digital environment. This functionality allows consumers to store and move funds between multiple financial purses, including loyalty, prepaid, financial, and health/wellness, within the business’s digital wallet. Doing so allows businesses to create engaging experiences and offer more services within their digital ecosystem.

To illustrate, a retailer could provide cash back into a stored value account, a healthcare wallet can hold funds to be spent at a pharmacy, or a consumer-packaged goods company can provide rewards into a consumer’s digital wallet for purchasing their product at that retailer.

The ability for large retailers to extend functionality across multiple purses within their digital wallets will help businesses improve customer experiences in 2023, drive loyalty and engagement, and deliver more value to the consumer.

Businesses that invest in payment choice and in an omnichannel platform that unifies and optimises payment methods and purchasing options will be well positioned to accelerate innovation, build better experiences for their customers and stay competitive in a challenging economic year ahead.

Casey Klyszeiko is the Head of Global eCommerce and Carat at Fiserv, developing strategy and delivering solutions to leading brands in areas such as payments, money movement, value-added services, and embedded finance. These include the Carat omnichannel commerce operating system that enables enterprise merchants to create new customer experiences and drive more commerce. His experience includes multiple senior leadership positions across the payments and financial services industry, including roles at Visa and American Express.

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Business

Enhancing sustainable commitments in retail banking

Source: Finance Derivative

Mikko Kähkönen, Head of Payment Cards Portfolio at Giesecke+Devrient

Today, more consumers are keeping environmental pledges from banks at the forefront of their financial decisions, and those banks that fall behind their competitors on sustainable action are risking the loss of customers, particularly among the younger generation. This shift highlights a growing expectation from consumers for their banks to make and uphold sustainable commitments, signalling a change in consumer priorities where environmental responsibility is increasingly seen as essential, not just an optional extra. Giesecke+Devrient research shows that as many as 64% of Gen Z consumers would be happy to switch banks if their current provider didn’t meet their expectations.

However, sustainable commitments must be authentic to avoid any accusations of greenwashing. Unfortunately for the banking sector, consumer trust is being strained as greenwashing incidents have risen by 70% around the world. Banks can’t simply make claims that can’t be backed up; pledges must be supported by evidence. There’s a number of practical steps they can take to prove their credentials.

Banking on the evolution of cards

The bank card has increasingly become a physical symbol of the relationship between consumer and bank. As such, banks have taken steps to ensure that it is designed with sustainability in mind. Many are now created with recycled PVC material, commonly up to 100%, with a lower carbon footprint.

Some banks are elevating their sustainable credentials by utilising cards that are made from plastic collected in oceans and coastal regions, helping to clear up the world’s beaches. Alongside this, others are issuing cards made of polylactic acid sourced from (inedible) corn starch. This is a fully renewable biomass that could be industrially composted.

Sustainable cards can then encourage further sustainable initiatives. We’re more often seeing issuers now actively taking part in local conservation, community development and educational projects around the world to help benefit the planet. Communicating these efforts to customers can help reinforce sustainable credentials and leave tangible evidence that proactive action is taking place.

Contributing to the circular economy

Powering the sustainable credentials of issued cards is one aspect, but it’s also vital that banks encourage their customers to do the right thing with them once they expire and they need to be discarded of. We’re already seeing prominent banks making progress in this area. UK retail bank, Santander, has launched a pilot scheme in branches and ATMs that encourages customers to return their outdated credit and debit cards for recycling, for example.

The collected cards are then turned into plastic pellets to be used elsewhere, for instance to make outdoor furniture, sponsored by Santander, for local communities. As more banks opt for card recycling, consumers will be empowered to dispose of their old or expired cards in a green way and help to reduce ecological footprint.

Into the digital world

Outside of card innovations, retail banks can add to their credible green claims with digital solutions. As an example, the card issuance process has typically involved paper letters, with additional PIN letter, that are posted out to customers to activate their payment cards. Instead, an ePIN service can enable customers to instantly access their PIN via their choice of a mobile app or SMS message, reducing paper waste and waiting times.

There are also innovations taking place in terms of QR codes and augmented reality (AR) solutions to enable digital marketing offerings. This means that printed collateral doesn’t need to physically sent out in the post. The more that these types of communications are sent out digitally, the more that consumers see a tangible commitment to sustainable practices.

Banks can even take an additional step by deploying third-party partners to track the CO2 footprint involved with every purchase or payment. By opting for organisations that have a solid track record in green practices, such as supporting product certifications and information on eco-products and their claims, they can make steps to compensate for each transaction carbon footprint.

Contributing to the green story

To ensure they don’t come under any criticism regarding their environmental claims, banks and financial institutions have the opportunity to adopt sustainable practices that align with their customers’ expectations for eco-friendly commitments in both their physical and digital services. They can introduce banking cards made from recycled or entirely compostable materials, eliminating plastic waste.

Digitally, banks can minimise unnecessary paper use by employing online applications to simplify the process of delivering PINs. By innovating in these domains, they can fulfil their environmental responsibilities and establish that essential trust with consumers, contributing positively to the planet’s wellbeing.

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Business

Successfully dealing with the unintended consequences of change

by Daniel Norman, Change Management Consultant at Symatrix

Most people dislike change. We are drawn to stability and established routines and feel unsettled when anything happens to disrupt the ‘status quo’. It’s bad enough when the local supermarket moves the bread section – but when the company we work for introduces a new digital system that completely changes how we work, it feels like ‘the sky is falling in’.

When change happens within businesses, there may initially be some resistance from employees: whether it be in the form of avoiding new systems, skipping training, clinging to old methods, or even quitting altogether. Change in business is a constant, however, and it is usually driven by a desire for improvement, and typically over time, becomes the new normal.

Good change management is all about smoothing this process of transition and that means engaging with people and helping them to seamlessly switch to a new model or ways of working.  Change management is not just concerned with implementing new systems or processes; it is just as much about listening intently to colleagues, customers, and stakeholders.

It’s working with people to get things right, building a deep understanding of the challenges we and our colleagues face, and shaping the vision for a future that resonates with people. Change is most successful when everyone feels they have a part to play in moving things forward. And that’s true of all change initiatives, large and small.

Finding a way forward

When it comes to managing change, it’s important to recognise that everyone will have their own journey; they’ll work through things at their own pace, and that’s more sustainable than pretending we’ll all arrive at the same point at the same time.

 It’s also important to focus on creating a supportive environment, or the right conditions for people to adapt, with as little friction as possible. The goal is to establish conditions that minimise friction and foster a collective sense of purpose. This philosophy is crucial in creating a environment conducive to individual and organisational growth.

Getting the planning process right

When planning for change, it’s essential to consider both the intended and unintended consequences. Just as technological advancements like social media have transformed communication but also introduced challenges such as misinformation and mental health concerns, organisational changes can have extensive, unforeseen impacts. A thorough exploration of current operational practices, beyond process maps or managerial assertions, is therefore, always a vital feature of any effective change management approach.

For that reason, it can often be a mistake to pull out those process maps the team updated 12 months ago or rely on the word of line managers that will tell you ‘this is how we operate’ without taking into consideration the work-arounds or simplifications that employees have developed over time.

Teams will naturally evolve, and patterns of work; ways of doing things that aren’t written down, will always be there. A good change manager must always be cognisant of that. Even small changes, like when a key person in the team changes roles, can have a big impact.

To manage change well, it’s important to talk to the people who will be most affected by it. This helps change managers to plan and effectively execute the change journey. By ignoring these key considerations, organisations risk their change strategy stalling from the outset and the opportunity for operational efficiencies may therefore never be fully realised.

Throughout the process, it is crucial to continuously monitor and measure the impact of change on all key stakeholders. One effective way of doing that is by embracing the principle of change curves: a popular model organisations can use to understand the different stages people and the organisation go through when a change occurs.

An effective strategy involves mapping stakeholders against this curve, whether as individuals or groups, during project check-ins. This approach can help project leaders gauge the current position of every team member on the curve, the impact of the project’s upcoming phase on them, or their colleagues, and additional support measures that could be implemented. Such an assessment facilitates a more tailored and effective change management strategy, ensuring stakeholders are adequately supported throughout the transition.

Not everything will run like clockwork, of course, no matter the change management approach that is put in place. Challenges, setbacks, and opportunities for improvement are inherent to any process, but proactive anticipation and planning for potential worst-case scenarios and unintended consequences significantly enhance our ability to support our colleagues and teams effectively. This strategic foresight is crucial in managing transitions smoothly and realising the intended benefits of initiatives.

A positive route ahead

Change, especially in business, are inevitable and often aimed at fostering improvement and growth. However, the journey through change is deeply personal and varies from one individual to another. By acknowledging this, creating a supportive environment, and engaging with all stakeholders, organisations can navigate the complexities of change with minimal resistance and maximum efficiency.

Effective change management, therefore, is not just about the technical implementation of new systems but about genuinely listening to and working with people to adapt and thrive in new circumstances. It’s about understanding the nuanced ways teams operate, the unofficial shortcuts and workarounds they’ve developed, and considering the broader implications of change beyond immediate operational efficiencies. Through a thoughtful approach that anticipates challenges and values stakeholder input, organisations can not only manage change but turn it into a catalyst for positive transformation and growth.

It is clear then that while people may inherently dislike change, with the right conditions, support, and leadership, the transition can become a journey of collective progress and innovation. Change, managed well, can transform the initial discomfort into an opportunity for development, making the once feared ‘sky falling in’ scenario a launchpad for reaching new heights.

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Business

Embedded finance: What consulting firms need to know

By Michael Pierce, VP of Sales at Toqio

Consulting firms are the architects of change in the business world, offering insights and solutions that guide companies toward growth and success. They navigate the intricate landscape of markets and industries, providing invaluable advice to their clients. In this evolving milieu, an opportunity is arising as embedded finance enters the scene, creating a unique and prospectively vital synergy between consultants and platform providers.

Embedded finance, especially within the scope of B2B enterprises, is a hot topic right now among consultancies and the outlook seems to be quite positive.

To date, much of the initial traction in embedded finance has been in the consumer sector, with products such as no- or low-interest financing, buy-now-pay-later (BNP), and others. On the B2B side, there is an increasing amount of mobilization. In recent months we’ve seen incumbent banks either entering the banking-as-a-service (BaaS) market or enabling their services through open banking partnerships, while strategy firms are busy advising corporate entities on the potential routes they can take. Early adopters have already made embedded finance a cornerstone of their digital or financial transformation programs: MVPs and proofs of concept have been on the rise.

As we all peer forward, the market is starting to look for scalable use cases to take advantage of these massive, predicted opportunities. Companies are searching for solutions that go beyond the hype.

For consulting firms, the messaging remains positive. The fundamentals of embedded finance drive strong service revenue. Even more importantly, the business cases for their clients stack up as well. Numerous opportunities are on the table when consultants incorporate embedded finance platforms into their projects, including increased revenue, improved retention rates, access to a wider range of data for better decision-making, and many more.

Adaptability delivers excellent results

Embedded finance helps to break down barriers faced by many companies when trying to access affordable financial services. By integrating financial services directly into the supply chain, companies can enjoy many benefits, such as liquidity management, credit accessibility, risk mitigation, and many others. That’s one of the reasons why embedded finance platforms are proving to be the latest addition to the consultant’s toolkit. They offer a wide array of solutions that enable businesses to integrate financial services into their products and services. What makes embedded finance platforms especially appealing to consultants is their adaptability and scalability.

Consulting firms understand the need for versatile solutions capable of addressing various business requirements. Versatility and adaptability are key, giving consultants the flexible tools they need to deliver on time and within budget.

Embedded finance platforms are a natural extension of consulting firms’ capabilities as they offer a comprehensive range of financial solutions that integrate perfectly into existing business processes. This alignment provides consulting firms with several advantages, such as  enhanced client services, data-driven insights, streamlined processes, scalability, and versatility.

A match made in finance

The compatibility between consulting firms and embedded finance platforms is readily apparent. Consultants excel at diagnosing business issues and embedded finance platforms provide a precise prescription for financial enhancements.

There is an extensive list of benefits that consulting firms can get from platforms like this. Diversifying their business is just one of them as embedded finance platforms augment the services that consultants offer. They allow consultants to present clients with solutions for intricate business ecosystem operations, such as payment processing, receivables management, and liquidity optimization.

Partnering with an embedded finance platform can also open up new revenue streams as well as being able to scale the solutions built with more agility. Consultants can use them to address the unique needs of projects of any size, whether working with an SME or a multinational enterprise.

The relationship between consulting firms and embedded finance platforms isn’t just about expanding services, it’s about offering integrated financial solutions that improve efficiency, profitability, and competitiveness. This partnership drives results. In a world where businesses seek comprehensive solutions, embedded finance platforms empower consulting firms to address complex financial challenges effectively.

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