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www.KN-INTL.com
Knowledge Network International Mobile commerce for payment card issuers
2014
About mobile commerce and payment cards
Our mobile commerce / development services
How we help issuers build mobile solutions
About KNI
Knowledge Network International © 2014 2
The source for expert practitioners in
the financial services industry.
Contents
Knowledge Network International © 2014 3
The advent of ecommerce fostered in an evolution in the way customers trade with businesses. Mobile Commerce is a revolution.
Mobile commerce is opening a BIG new window of commerce. That hour train commute you have means you are now ‘open for business’. That’s 10 hours a week of possible incremental commerce availability.
Ecommerce brought about disruptive change to brick and mortar merchants – and competition.
Mobile commerce integrates them.
This changes everything.
Mobile commerce is soaking up ‘perishable inventory’ by matching customers with merchants, on-the-go. Geo-located offers means that restaurant is now filling more tables. The hair-dresser, the taxi driver, the grocery store… They are all more efficiently selling their inventory because they can know where their customers are and sell accordingly.
Mobile commerce is not just about selling – it is much, much more. Your mobile is your accountant, your concierge, your health advisor, your nanny, your security guard, your navigator, your shopping buddy, your rewards optimizer, your appointment reminder. Your everything.
Knowledge Network International © 2014 4
This revolution is transforming the payments space – issuers can now play a MUCH broader and value-add role in the customer’s payment life
Guide customers to stores, using real-time offers, based on geo-fencing?
Cross sell / Up sell? Dynamic credit decisions? Etc.
Faster, more convenient, smoother experiences
More information passed to customer, in real-time
Cross-selling Etc.
Revolving and installment options?
Post-purchase cross-selling? Etc.
Convenience, money saving for customers
More footfall for merchants Commission revenue to issuer
Customer convenience Increased transactions
Better cash-flow mgmt. for customer
Interest bearing revenue for issuer
Before the transaction During the transaction After the transaction
Bene
fits
Before mobile, the traditional role of payment card issuers has been to simply ensure the
transaction is efficiently and securely executed…
The new, broader role of the payment card issuer, enabled by mobile
Knowledge Network International © 2014 5
The source for expert practitioners in
the financial services industry.
Contents
About mobile commerce and payment cards
Our mobile commerce / development services
How we help issuers build mobile solutions
About KNI
New customer acquisitions
Cross-selling and Upselling
Customer on-boarding
Retention & win-backIncreasing product/services usage
Underwriting
Application processing
Credit risk management
Collections (recoveries)
Fraud
Operations management
We specialize in developing solutions that use mobile devices to specifically address business challenges in the banking / payments arena…
Knowledge Network International © 2014 6
Our Mission:
Determine how mobile devices can directly help payment card teams with their everyday business
problems
We address these business challenges using a robust toolkit with many building blocks, to create amazing mobile customer experiences
Knowledge Network International © 2014 7
We create tailored mobile solutions for card issuers, using a broad array of mobile capabilities and the constantly expanding
sea of apps customers love to use
A different combination of apps and functions means each solution can have a unique architecture – enabling card issuers
to significantly differentiate their propositions and break the cycle of price competition
Depending on how far along an issuer is, we provide 1) end to end mobile customer propositions (solutions) or 2) mobile infrastructure development (components)
Knowledge Network International © 2014 8
CRM/Customer Interaction Data integration E-wallets Gateway Processor Loyalty and Couponing Payments Real-time Personalization Security Software/App Integration Etc.
We deploy mobile infrastructureWhat we do
Consumer / commercial Credit / debit cards Smart phones, feature
phones, tablets iOS, Android, Windows,
Java, Blackberry…
We build mobile solutions
Our mobile solutions approach focuses on driving different ‘revenue slices’ which create incremental revenue for payment card issuers
Knowledge Network International © 2014 9
On the spot, intelligent credit limit increases? Special finance offers when you buy big-ticket
items?
Build more interest bearing balances
Roaming fees in Europe are going away in 2016. Think this
won’t create a tsunami of mobile usage when people travel?
Drive increased international usage
Enable customers to integrate their paper bills with their
electronic bills by scanning them with their phone. Displaces cash & increases dwell time and visits to mobile banking applications…
Greater financial controls for customers via mobile bill payment
Cash management tools, employee card controls, payment acceptance on phone and tablet,
invoicing and e-receipting.
Issuer-provided ‘mini ERP’ tools for small businesses via mobile
Biometrics and geo-location can verify the customer is who they
say they are. Account blocks will go away, creating happier
customers & more transactions.
Risk, fraud and authorizations
With EU interchange rates being lowered, mobile commerce is presenting new
revenue sources, just in the nick of time
Examples of mobile commerce opportunities for payment card issuers
Building full, compelling mobile solutions quickly, means not starting from scratch. This is why we built our Issuer Starter Pack…
Consumer Card Solutions1. Finance ‘on the fly’
2. Location Based Behavioural Targeting
3. Mobile as a Primary Bill Pay Hub
4. Mobile Travel Companion
5. Transaction Assurance Application
Commercial Card Solutions6. Owner-Centric Controls
7. Cash Flow Portal
8. Franchise App
1. The rationale for the solution
Research Trends Logic case
2. The use case – how it works
Introduction to the user Sign-up/set up of the
solution A “day in the life of the
customer” story
3. Description of what is in the solution
4. Positioning
Headline features Supporting features Pricing considerations Customer experience
5. Description of benefits for the stakeholders (customer, issuer and merchant)
6. Quantitative and qualitative impacts for issuers
7. ROI model (MS Excel)
Knowledge Network International © 2014 10
Issuer Starter Pack
The customer facing parts of mobile applications are just what can be seen on the surface. So, much of our work is ‘in the rear, with the gear’!
Knowledge Network International © 2014 11
Alerts, messaging Analytics Channel integration Geo Fencing Recommendation Engine Loyalty, promos, offers
CRM
P2PE PCI DSS compliance Tokenization engine Secure vault EMV level 2 Network digital certificates
(Public Keys and SIMS) PIN management
Security
Mobile Wallets Wallet integration Dynamic wallet configuration In-wallet push messaging Authentication solutions
E-wallets
Application integration Host Interfaces Embedded in-app payments Loyalty programs Fraud engine enhancements Software automation Access control
Software Integration
Transaction processing Messages & protocol
converters Data integration Dashboard Geo fencing HSM: payment systems &
Digital signatures
Gateway Processor
HCE P2P B2B NFC / RFID / … QR codes / bar codes Customer receipts Wallets (electronic/mobile)
Payments $
Some of our technology services
Knowledge Network International © 2014 12
The source for expert practitioners in
the financial services industry.
Contents
About mobile commerce and payment cards
Our mobile commerce / development services
How we help issuers build mobile solutions
About KNI
Our mobile commerce services are arranged across 5 areas – from vision and strategy definition through to the nitty-gritty of getting mobile products launched
Our Mobile Commerce Services
Mobile Opportunity Assessment and
Strategy
Mobile Proposition
Pilot Launch & Testing
Commercial Roll Out
Definition& Business Plan
Mobile Solution Development
Knowledge Network International © 2014 13
We provide cutting edge mobile technologies and services to enterprises wishing to quickly gain traction in the mobile commerce space.
We conceive of, design, build, deploy and manage bespoke mobile ecosystems for our clients.
Our mobile & e-commerce technology solutions use best-of-breed, advanced analytical components which enable 100% tailored, timely and relevant interactions with customers.
I. Market research baseline (competitive
landscape, technologies, trends and analysis)
II. Mobile commerce vision creation
III. ‘Monetising’ the vision
IV. Mobile readiness assessment
V. Partner & technology ecosystem requirements
VI. Strategy & plan
Mobile Opportunity Assessment and Strategy
It all begins with a compelling and financially sound mobile commerce vision, strategy and plan
Knowledge Network International © 2014 14
Mobile Opportunity Assessment and
Strategy
Our Mobile Commerce Services
I. Mobile proposition ideation
II. Pricing model, ROI and P&L projections
III. Rapid mobile application development
(Storyboard) & app video creation (YouTube)
IV. Success criteria definition & agreement
V. Risk assessment
VI. Product requirements document
VII. Business plan development & agreement
Mobile Proposition Definition & Business Plan
Once the plan is agreed, we help issuers quickly create their mobile commerce propositions and prototype them
Knowledge Network International © 2014 15
Mobile Proposition
Definition& Business Plan
Our Mobile Commerce Services
I. Engineering solution definition and sign-off
II. Ecosystem partner negotiations & agreements
III. Software and hardware licensing
IV. Platform implementation
i. Front-end application development
ii. Systems integration
iii. Testing
iv. Certification
v. Analytics
Mobile Solution Development
Our mobile development professionals then take over, using cutting edge tools and components to build tailored, differentiated mobile commerce solutions
Knowledge Network International © 2014 16
Mobile Solution Development
Our Mobile Commerce Services
I. Develop pilot plan & recruit participants
II. Pilot dry-run
III. Launch pilot
IV. Employee training
V. Performance assessment (system, ecosystem
partners and users)
VI. ‘Kill switch’ decision
VII. Integrate learning and agree refinements
VIII. Implement refinements
IX. Prepare for rollout
Pilot Launch & Testing
A pilot solution is then tested with the test participants and quickly refined, using agile development methods
Knowledge Network International © 2014 17
Pilot Launch & Testing
Our Mobile Commerce Services
I. Move pilot to production environment
II. Develop marketing & sales plan and materials
III. Develop training and internal communications
plan
IV. Execute internal communications and training
V. Launch marketing campaign and announce
rollout
VI. Go-to-market support
Commercial Rollout
Lastly, when the solution is completely stabilized, the full scale rollout to the market is executed
Knowledge Network International © 2014 18
Commercial Roll Out
Our Mobile Commerce Services
Knowledge Network International © 2014 19
The source for expert practitioners in
the financial services industry.
Contents
About mobile commerce and payment cards
Our mobile commerce / development services
How we help issuers build mobile solutions
About KNI
20
KNI is made up of subject matter experts in payments, payment technologies, CRM, e-commerce and mobile
Knowledge Network International © 2014
24 x 7
The Track Record 9 years of helping European banks and payment
card issuers solve a variety of business problems and open up new opportunities
75+ client projects delivered and graded by those clients
Certified Preferred Partner of Visa Europe – they use us to deliver consulting services to their banks
The Team 60 senior management
consultants (Advisors) 45 mobile, e-commerce &
payments software developers
102 systems integration professionals Resources in UK, Spain, India, United States,
Australia Many languages spoken
The Skills We’ve worked in financial services companies in
marketing, risk, IT, operations and other areas
Engagements with many financial services companies in over 30 countries
KNI advisors have between 15 and 40 years experience working in leading financial services companies
The Delivery Capacity We use three time-zones to
execute We have many years of
‘handing off the baton’ to the next team
Off-shore resourcing for competitive pricing & fun with Skype
On-shore, client-site project management
21
Some clients served
21Knowledge Network International © 2014
+44 (203) 286 2923+1 (813) 699 5433
www.kn-intl.com
Contact us and Go Mobile!
Knowledge Network International © 2014 22