Banco Sabadell, Media Markt, Bankia and Air Europa analyze the improvement of the customer experience in payments

Necomplus, sponsor of the 5th Edition of Secure Payments & ID, moderated the table on the customer experience in payments and participated as a speaker at the Mobile Fraud Protection table together with experts from Gemalto, BBVA, the Ministry of Economy and Business and Air Europe.

Necomplus, the expert company in payment solutions in the banking sector, participated in the latest edition of the Secure Payments & ID Congress, the annual event for means of payment, identity management and transaction security that brought together more than 800 attendees at the Wanda Metropolitano in Madrid.

Lorenzo Campos, CEO of Necomplus, moderated the table “Improving the customer experience through payment methods” with the participation of Roser Martí – Regulation of Brands and Schemes of Banco Sabadell, Félix Uriarte – Director of Banking Digital from Bankia, Manuela Mengíbar – Head of Finance and Administration Spain & Portugal from Media Markt Iberia and Yago Casasnovas – Payments & Fraud Manager from Air Europa. The members of the table, exceptional experts, addressed the role of payment in the customer experience from the perspective of merchants and acquirers, as well as the impact that the entry into force of European regulatory changes will have.
Offering a safer experience, but without friction for the user, is one of the premises for Banco Sabadell. According to Roser Martí, “PSD2, being based on transparency, competition and security, should be a drive in the market for the revitalization of payments and the improvement of security in transactions.” He also added, “we will have to be able to adapt all the security requirements to a frictionless payment, it is the great challenge with our clients”. Martí also pointed out that there is a new trend regarding payment terminals that improves the customer experience, specifically he made reference to the new android POS devices that merge two important elements such as the functionality of the “traditional physical-financial POS together with with value-added applications for the trade and the customer” unknown until today.

Necomplus, a technology partner and service outsourcer, is a world leader in the payment method sector for offering differential solutions through its own technology. Specifically, in the payment ecosystem, it has developed more than 300 apps, including a marketplace adapted to the new Android POS devices that allows sales to be increased with personalized proposals by sector of activity, turning the moment of payment into a new broader and richer customer experience, far from the current transactional process. “The opportunity opens up for financial institutions to defend their role in the means of payment; Carrying it out is possible hand in hand with Necomplus and our functional, differential and technologically cutting-edge solutions”, says Lorenzo Campos, CEO of Necomplus.

Manuela Mengibar from Media Markt Iberia, European leader in the distribution of consumer electronics, explained how the company has integrated the point of sales with online sales to improve the customer experience. “With the new consumption patterns, we have eliminated the barriers of the physical and online world, moving towards omnichannel payment methods, reducing waiting times through express checkout with contactless payments,” Mengibar commented.
Along these lines, Félix Uriarte from Bankia stressed that his entity integrates all payment formulas “We have created a PSP where we offer all available means of payment, from cards obviously to Bizum, Paypal, Amazon, among others and all the options that arise because yesterday (for a few days) they announced Libra (Facebook’s cryptocurrency)”. Bankia’s Director of Digital Banking added “We build a relationship in which we provide everything that the business and the customer needs in a safe and friendly way” and highlighted in this regard, “Payment in one click on a mobile app, which it can increase sales by 30%, it must be available in the payment method that the customer wants to use”.

In the final stretch of the debate, the experts addressed the impact that the entry into force of PSD2 will have on September 14, a critical date as a result of the new consumption habits acquired by customers, who, oblivious to the relevance of the new European security policy, they can see the experience diminished, affecting the omnichannel, the immediacy and the ease that until now they obtained in online consumption. The new regulatory protocol that will strengthen customer authentication imposes control mechanisms that will generate friction in the customer experience, a detriment that most merchants hope to minimize by also clinging to the assumptions of exception of the norm, if a possible moratorium on PSD2 is not accepted. For the Payments & Fraud Manager of Air Europa, Yago Casasnovas, the impact of the conversion will be proportional. “The user will get used to (the authentication requirements of PSD2) and the impact (of the application of the regulations) will be reduced, as is currently the case with any business that starts to have secure payment,” said Casasnovas.

Mobile fraud and user experience
Likewise, Necomplus participated in the table “Mobile Fraud Protection: effective systems against mobile fraud and for a better user experience” together with experts from BBVA, Air Europa, Gemalto and the Ministry of Economy and Business. Tomás Pascual, Iberia Payments & Services Director of Necomplus explained that the customer experience will be key in choosing between one online retailer or another. “The final buyer, who knows nothing about PSD2, will select one e-commerce or another depending on how the path he has to go to check out is, with respect to other priorities such as price, quality, etc…” and added “the impact on some businesses will be decisive if they do not take correct measures.”
Pascual defended how the role of Necomplus in the detection and management of fraud is decisive. “The company, very focused on the technology of means of payment, accompanies businesses through the financial entities to which we provide the corresponding services” explained the Director of means of payment. And he added next, “but we also stand next to the end user to control fraud alerts and the subsequent management of it if confirmed.”

Juan Vicente Cantó, executive president of Necomplus, a reference in the comprehensive management of payment networks and leader of the Iberian and Latin American regions of Payten, Asseco’s expert division, valued the evolution of technology combined with the European regulatory changes to his passage through Congress. “The technological transformation has led the payment method industry towards new horizons in which agile, differentiating and efficient solutions such as those developed by Necomplus are key to meeting the requirements of the sector and improving the end customer experience of acquirers and processors.

Necomplus is the technological partner with more than 25 years of experience, which accompanies leading companies in sectors such as Banking, Insurance, Real Estate, Retail or Tourism in the innovation of payment services, locally implementing successful solutions for its clients from its offices in Spain, Portugal, Andorra, Peru, Colombia and the Dominican Republic.