Visa Insights 2013 – day two

Visa Insights Live Day 2Here are my notes from the second (and final) day of Visa Ins. The first day’s notes can be found here.

I only went to two of the presentations because it was a half day and I was covering a the Endava stand.

Again, apologies for brevity and any grammatical or layout issues.

E-commerce comes of age

Duncan Olboy. Helps merchants.

  • Ecommerce is 24% of Visa’s business
  • Ecommerce is growing twice as fast as face to face


  • The rate of adoption of new technologies being adopted is quickening
  • 4G will accelerate user migration from face to face quicker
  • Customers want cloud services – it simplifies things for users and feels more natural
  • Digital goods are 24% of Visa transactions
  • Apple claim iPhone users use Siri once a week
  • There was a demonstration of the ease of a mobile payment on stage (BH: but it is any easier than using a card?)
  • 40% of users want their card details shielded from anyone across the internet. That is the core foundation of
  • 25% want a quick checkout
  • PayPal was launched in 2009.  It’s the only wallet at scale
  • Merchants also want a quick checkout/wallet process to reduce abandonment
  • The live demo of was based on receiving an email from a retailer
  • The wallet includes delivery information
  • The user interface auto detects the bank from the start of the user entering the card number
  • 3 live trials underway, 16 banks signed on to
  • Phase 2 trials are planned
  • visa’s challenge is the demand for these new layers of the ecosystem keeps growing

Shane Happach, Chief Commercial Officer, e-commerce, Worldpay

Worldpay has £300bn turnover, 120 countries, 400,000 merchants, 200 payment types

Shane spoke about ‘selling’ to retailers. 80pc of responds to retailer challenges

  • Needs a differentiating experience for retailers
  • needs to demonstrate benefits / incremental sales for retailers

Why has Worldpay committed to

  • “Low impact technically to implement”
  • Cost effective
  • Multichannel… Shane said in 5 years’ time, no one will mention multichannel, or even omni-channel

Discussion panel

Eric Rebour, E. Leclerc supermarkets

  • Customers have changed. Going to the supermarket isn’t fun or sociable anymore, people want to shop from home.
  • The move from supermarkets to the web was a security learning experience. Increasing credit card security meant a [20%!!!] drop in customer conversion.
  • Customers asked to use PayPal. However PayPal was cost prohibitive for supermarkets (the product margins aren’t high enough to support PayPal).
  • Leclerc chose because the transaction fees are far lower
  • Very customer focussed (quite usual for supermarkets). Customers want to find something easily, quickly, and secure.
  • 25% of Leclerc food orders are done on a mobile phone. Average basket size on a mobile is 42 items, so it’s not a short experience. It’s probably during a commute.

Duncan Olby

  • The payment process needs to be quick and easy. Making users think about the process any more than the physical equivalent will increase form abandonment. (BH: Through the event there was lots of discussion around the invisible, seamless experience).

Benjamin Ensor, Forrester

  • Quick and easy: that’s why people want to use a mobile device for bank maintenance, because the login process is far easier than the web equivalent of long username and password.

Closing Plenary

Peter Ayliffe, Steve Perry and Sir Stuart Rose

  • Reminder of over 20% of visa transactions are ecommerce
  • Smartphone grows at 30% year on yar
  • One bank at the conference said their mobile app is used on average 26 times per month.

Peter gave some experiences of his own family:

  • His 81 year old father who buys art supplies from Amazon
  • His son’s girlfriend does their grocery shopping online
  • His younger son moved home and his first priority when he moved to a new house was to get the TV working and streaming content from his phone to the TV
  • His oldest son uses a NikeID chip and Spotify on his mobile. The previous day he’d received a cheque through the post from a friend.
  • Peter said his family isn’t unique (which is why the audience can relate to these scenarios). It’s not even unique in the UK, its right across Europe.

His comments on how Visa has delivered NFC:

  • Visa process over 10m transactions a month in Poland
  • London buses have adopted NFC cards, and bearing in mind there is already an Oyster contactless card in use, there have been 1m payments on buses, 90% of which are on Visa
  • The average person checks their mobile device every 6.5 mins, including checking the time
  • £1.7m downloads of the RBS app with visa payments, in the first 10 days
  • is unique. It shields the card holder for the customer and moves the liability shift from the retailer. And it will be branded as the bank.

The Financial Services moving toward a Financial Information Services company:

  • Financial Services companies need to focus on the information that they have. Financial Services currently move money around the system. Soon they will be moving information around.
  • The information industry already has 50% of the revenue of the Financial Services industry.

Google can’t see the end sale take place. Visa can. This is Visa’s Unique Selling Point over Google, and pretty much any other company.

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