Digital Wallets In Depth What are they? How do they work? And where do credit unions fit in?
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1 Digital Wallets In Depth What are they? How do they work? And where do credit unions fit in? 1
2 Today s Presenters CAROLINEWILLARD Executive Vice President, Marketing & Strategy AMANDASMITH Senior Manager, Technology & Innovation 2
3 Agenda A Look Inside: Digital Wallets Demystified Expectation: What Do Consumers Want? Experience: What Do Consumers Experience Now? Opportunity: Where Do Credit Unions Fit In? Engagement: When Will Wallets Take Off? Q&A 3
4 4 A Look Inside Digital Wallets Demystified
5 What is a Digital Wallet? Software that resides on a buyer s computer and holds digital cash, and a digital certificate with a digital signature, as well as billing, shipping, and payment information for online transactions. 5 Source: BusinessDictionary.com
6 Introducing the Mobile Wallet Contains wallet-like information Acts as payment and shopping hub Integrates payment, geolocation, merchant loyalty Eliminates the need for a regular wallet 6
7 7 Wallets in Use
8 Mobile Wallet: Unpacked Cardless Payments to Merchants ID & Insurance Info Mobile P2P: Send & Receive Tickets Electronic Receipts Geolocation Features Coupons & Special Offers 8 Loyalty Programs
9 Mobile Wallet: Unpacked Mobile Wallets Also Need These Attributes: Connect with merchants and other wallets Integrate with shopping and geolocation Secure, trustworthy Part of the financial services package 9
10 10 Expectation What do consumers want?
11 PayPal Study WHO WANTS ONE? of Americans would prefer to leave their wallet at home. PAYBACK IS A HITCH of Americans have been stiffed by friends, either intentionally or not. 11 Source: PayPal Global Study 2013 Survey conducted by Wakefield Research
12 Awareness Gap FAMILIARITY VS. USAGE FAMILIAR WITH MOBILE WALLET FAMILIAR & LOOKING FORWARD TO ADOPTING 50 percent of people are aware of what a mobile wallet is. Of those, 22 percent look forward to adopting one. 12 Source: CMB Consumer Pulse, Spring 2013: The Mobile Moment: Barriers and Opportunities for Mobile Wallet
13 Usage Gap What actions did consumers take in past 6 months, or plan to take in next 6 months? USED A MOBILE WALLET HAD NOT USED A MOBILE WALLET BUT PLANNED TO HAD NOT USED NOR PLANNED TO USE 13 Source: CMB Consumer Pulse, Spring 2013: The Mobile Moment: Barriers and Opportunities for Mobile Wallet
14 Security concerns are the top barrier to usage Which of the following reasons prevent you from using a mobile wallet? Worried about security Don t want to pay fees Don t want the store to have my wallet info Credit cards have better rewards Not as convenient as cash or credit cards No single payment system across merchants Not available at stores where I would use it Don t know which app is best 14 Technology doesn t always work properly It s too difficult on a small screen Source: CMB Consumer Pulse, Spring 2013: The Mobile Moment: Barriers and Opportunities for Mobile Wallet
15 Gartner, "Forecast: Mobile Payment, Worldwide, 2013 Update." Fantasy vs. Reality UP FROM 201 Million in 2012 in mobile payments this year UP 69% 15 Gartner, "Forecast: Mobile Payment, Worldwide, 2013 Update
16 16 Experience What s the mobile wallet space like right now?
17 Mobile Wallets NO CONSENSUS No dominant brand or identity Rival technology with no clear winner Competition over who s in charge Consumers confused, not engaged 17
18 18 Split Personality
19 NUMBER OF DEVICES (in millions) NFC Payment: So Cool, No One Uses It? NORTH AMERICAN NFC USAGE NFC Enabled Smartphones NFC Handsets in Use for Payments 19 Source: Juniper Research: NFC Mobile Payments Market update Business Models &Forecasts
20 A Vicious Cycle? The Vicious Cycle of NFC Rejection 20 Source: Juniper Research: NFC Mobile Payments Market update Business Models &Forecasts
21 The Cloud via PayPal NO NFC, BUT NOT UNIVERSALLY AVAILABLE WORKS WITH YOUR EXISTING CARDS FUN ELEMENT IS SKETCHY NOT A GAME-CHANGER YET 21
22 22 Who s in Charge?
23 Apple and the Great Unknown iphone APP 23
24 Usage is Up ACTIVE MOBILE WALLET USERS MAKING DOMESTIC TRANSFERS (in millions) AFRICA & MIDDLE EAST 75 FAR EAST & CHINA 50 INDIAN SUBCONTINENT 25 NORTH AMERICA Source: Juniper Research: Mobile Money Transfer & Remittances Business Models & Monetisation Opportunities
25 When Will We Reach Critical Mass? SMARTPHONE USE Widespread and Growing REAL BRANDS Unity Raises Awareness MERCHANT AVAILABILITY Spotty and Confused TECHNOLOGICAL CONGRUITY Fragmentation Everywhere 25
26 26 Opportunity How Do Credit Unions Win Now?
27 CO-OP Recommendations ENCOURAGE ADOPTION PARTICIPATE IN MANY PROGRAMS OFFER KEY FEATURES LIKE P2P WITH THE MARKET 27
28 28 Be There!
29 Future Engagement of Members Tied to Wallet Usage To Incentivize Adoption Mobile, Social, Online, Print, In-Branch
30 Reinforce Card Relationships Revitalize your card programs. Promote rates, features, benefits. Use analytics to track interest and usage. 30
31 Mobilize Now Real-time good funds model Digital account management Transactions between credit union accounts Me2You transactions within credit unions Remote deposit capture And more to come, including Me2Anyone payments, to ubiquity. 31
32 32 Engagement Will Wallets Take Off?
33 Mobile Wallets: A Work-In-Progress A number of elements are in place, but mobile wallets aren t there yet.? MOBILE BANKING MOBILE P2P PROPRIETARY PAYMENT CARDS/APPS 33
34 The Shopping Suite MOBILE SHOPPING LOYALTY CARDS & APPS COUPONS & OFFERS E-RECEIPTS TICKETS 34
35 Geolocation With a smartphone, you are (almost) never lost. 35
36 36 How effortlessly could the transition happen?
37 CO-OP is Here 37
38 More to Come! 38
39 39 Q&A
40 FOLLOW-UP with link to recording of today s webinar UPCOMING WHITEPAPER also coming via 40
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