1. ShoppingTomorrow
Nieuwe e-commerce business modellen vragen om integrated
payments.

3. Introductie
• Expertgroep Finance & Payment hosted by Connective Payments & AfterPay;
TTW Holding

4. Doelstelling expert groep
“In kaart brengen van nieuwste ontwikkelingen en het
geven van praktische tips voor optimalisatie en
innovatie van het checkout-proces vanuit payments
perspectief"

5. Marktontwikkelingen

6. Drempels in het checkout proces
Verplicht om een account aan te maken bij de retailer
Geen gebruik kunnen maken van voorgestelde aanbiedingen en
coupons
De voorgestelde bezorgdatum past niet
De voorkeursbetaalmethode wordt niet ondersteund
Er is een opslag op de voorkeursbetaalmethode
Te veel nodig of te veel moeten weten (bijvoorbeeld betaalpas,
banktoken, 3-D Secure-wachtwoord) om de betaaltransactie af te
ronden
Verwarrende customer experience omdat de betaalpagina niet
overeenkomt met de look & feel van de website
De betaalmethode werkt niet correct of reageert niet
Onverwachte kosten duiken op tijdens het checkout proces
Een tekort aan informatie van de retailer tijdens de betaaltransactie
Onduidelijke communicatie over de stappen in het checkout proces

7. Consumers come to expect a seamless
buying experience supported by
frictionless payments. Like 1-click
payments online by leading retailers,
in-app and buy buttons.
Strong growth in remote m-commerce.
In-app purchases result in higher
engagement and conversion.
10% of Black Friday online sales
originated from In-App
Channel convergence is
happening now. Remote ordering in
store, self checkout, in-app
notifications and deals, click&collect.
Customer recognition becomes crucial,
either by active or passive check-in. A
balance off convenience and strong
authentication; combination of
biometrics, device recognition and
behavioural scoring.
These requirements and new
convenience business models like
contextual and subscription
commerce, recurring payments, and
the IoT gear towards secure payment
credentials storage and consumer
authentication.
Payments integrate in the
ordering process. Ordering
products or services, vouchers,
loyalty, payment, fast pick up or
delivery combined in apps.
Bovenop het klassieke internet…

8. 8
2020, waar gaan uw consumenten mee betalen….
http://www.paymenteye.com/2016/08/30/how-we-pay-europe/

9. 9
Mobile, mobile, mobile …….

10. Contextual Commerce:
Enable easy and natural fit purchase opportunities into regular
activities, the context.
How does it work?
Use search activities, location, preferences,
recommendations, social contacts during the moment of
interest in a specific context.
Hilton and Uber integrated functionality in each others apps.
Booking a Hilton room, checking in and receive a digital key
for the room. Reserving the cab for your leave. Discover the
local scene, tips from local Uber riders.
Next: using awareness of your location, destination,
timetable to enable cross sell offers from other partners.

11. Social Commerce:
Related to contextual commerce, buying interested that
originates from interaction with favorite brands or your social
network. Brands use chatbots and AI to manage interaction.
How does it work?
Buy buttons enable direct purchases with social media and
messaging apps. Decisions are based on interactions and
discussion.
Pinterest and Facebook beeing most succesfull.
Nieuwe business modellen & kanalen

12. Amazon dashbuttons

13. Subscription Commerce:
Enable convenience for regularly used products or services.
Better service often at a lower price.
How does it work?
Manage subscriptions that don’t require the consumer to
search for products and perform checkout per transaction.
From Blendle to Amazon Prime. Low interest volume products
like petfood to healthy food and delivery of monthly surprise
boxes.
Nieuwe business modellen & kanalen

14. Internet of Things:
Sensors and machines ability to communicate and combined
with big data and analytics solve problems, provide higher
predictability and efficiency
How does it work?
Pairing connectivity with data analytics and location
awareness
Connected cars, homes, fridges, tv’s, wearables are among the
25 billion devices that will be IoT enabled.
Nieuwe business modellen & kanalen

15. Slimme koelkast

16. Tips & tricks voor check-out optimalisatie

17. 27% of users have abandoned
orders due to a “too long /
complicated checkout process”
http://baymard.com/blog/checkout-flow-average-form-fields
https://baymard.com/blog/ecommerce-checkout-usability-report-and-benchmark
The average cart abandonment rate
currently sits at 68.8%

18. Returning customers In App or in Webshop
Store customers card details and tokenize
them. Enables a swift checkout at their next
purchase and enables subscription models.
Current top retailers provide a 30% faster
checkout. AB test the checkout regularly and
provide 2nd chance.
New customers in Webshop
Support new checkout solutions that know
your customer, have a large reach or accept
customers realtime.
Wallets and Open Invoice provide a
frictionless checkout that consumers prefer.
Instalments and consumer credit are the next
big thing.
Integrated payments for new business models
Integrate your services within other contexts.
Requires an API strategy and tokenization or Open
Invoice to enable in context buy buttons.
Vereisten voor nieuwe business modellen

19. Take-aways
• Consument staat centraal, ook in de check-out
• Opslaan en gebruiken van relevante consumentengegevens
• Toepassen van verbeterde betaal- en check out mogelijkheden zoals open invoice en
wallets
• Creëer frictie- en naadloze betaalervaringen voor consumenten via alle kanalen
• Experimenteer en A/B test met nieuwe en bestaande mogelijkheden
• Blijf op de hoogte van ontwikkelingen van PSD2 en GDPR (General Data Protection
Regulation)
• Gebruik Betaalmethode en PSP data voor verdere check-out optimalisatie

20. 20

21. 21
Dream team expert groep finance & payments

22. Bedankt!
Ward Hagenaar
Connective Payment
ward.hagenaar@connectivepayments.com
Floor Tuinstra
AfterPay
f.tuinstra@afterpay.nl