Customer Engagement In The Fast-Paced Digital Payments World


The rapidly evolving and disruptive dynamics of the payments industry, coupled with the great expectations and digital savvy of the modern customer, is compelling retailers to adopt innovative new customer experiences that deliver real value to each customer interaction in a personalised, flexible and frictionless manner.

Speed and Simplicity

In today’s fast-paced digital world, time is extremely valuable. Customers expect the fastest possible service, across multiple channels, with minimal inputs required. Similarly, retailers want to provide great customer service whilst speeding up the customer transaction process. These trends are augmented today by leading local and international retailers adopting technology to deliver faster, seamless, self-service and even no check-out services in-store and online.

Convergence of Payments and Loyalty

In the last 18 months, we have seen a significant shift in payment behaviour from cash to digital, and as the vast number of technologies and available payment methods grow, it is crucial to understand the impact on the digital customer experience.

Today, mobile phones and smart devices enable payments, digitalise loyalty and rewards, facilitate gifting and virtual vouchers, and provide paperless digital receipts. In our experience, no single service should be considered in isolation - seamlessly integrating processing services such as loyalty, rewards and electronic receipting by connecting them with various customer payment mechanisms such as Mobile QR, is critical to fully optimise and streamline the checkout process on a channel.

Through the integration of these services, retailers can gain access to aggregated customer data that enables them to identify who their best customers are; how much they spend; where, when, and how often they shop; what their preferred payment methods are; and even compare loyalty member spend to non-member spend. Using these powerful insights, retailers can make informed business decisions based on real-time intelligence.

Chat to us today to find out more about our digital payments and customer engagement solutions that can help grow your business – sales@innervation.co.za