2019 SHORTLIST - Card and Payments Awards
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2019 SHORTLIST
Tomorrow’s
2
payment solutions.
Today.
We pioneered contactless, one-click and biometric payments
for some of the world’s leading payment providers.
What’s next? We’re working on it.
Get to know us.
+44(0) 1904 562000
sales@tsys.com
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© 2019 Total System Services, Inc. All rights reserved worldwide. TSYS is a federally registered service mark of Total System Services, Inc.
® ®
Welcome & Thank You
Welcome to the fourteenth edition of the shortlist
for The Card and Payments Awards.
In the 14th year of this important industry event, we Two other very important groups of people need
continue to admire the payments sector. Starting as The to be recognised.
Credit Card Awards in 2006, it would have been hard
then to envisage where the industry is today – it has Firstly, our judging panel work extremely hard to ensure
been a truly astonishing transformation, one that few that the judging process remains independent and
other industries have experienced. beyond reproach. There is a lot of material to wade
through, it is time consuming and laborious and it is
With over 150 entries this year from 70 different done without recompense. Thank you in particular to
organisations, the variety of programmes involved and judging panel chair, Mr Roger Alexander, who’s interest,
the range of companies taking part is genuinely inspiring. time and commitment to the cause is instrumental in
The ever-changing profile of our participants makes The keeping the entire process on track.
Card and Payments Awards a must-attend event – who’s
doing what, who’s new, who is executing better and Secondly, our sponsoring organisations take a significant
what innovations are being executed well. You and your leadership function in the industry by supporting this
team are sure to come away from the night with some event year after year. They recognise the need for a
new ideas, a better understanding of who is doing what forum to achieve all of the matters outlined above and
and maybe, just maybe, what you see will serve as the deserve huge credit and recognition for this.
kernel or inspiration for the next big industry idea.
We are immensely proud of our charity initiative each
Best practice should always be celebrated, success year and this year our chosen charity is Anthony Nolan.
should always be rewarded and innovation, irrespective Their work in the field of blood cancer treatment and
of its ultimate success, should always be applauded. support is awe inspiring and we hope to give them a
Regardless of your personal motivations, benchmarks huge boost with our collection on the night.
should be put down by everyone for the greater good of
the industry and for the benefit of the consumer. The event in 2019 takes place as usual on the first
Thursday in February at the Grosvenor House Hotel,
Congratulations to all our entering organisations for Park Lane. Don’t wait to book as tables (and the best
contributing and I’d like to wish you all the very best of positions in the room) are going fast.
luck through the remainder of the judging process. To
those of you that didn’t make it through the shortlisting Michael Harty
process, the industry thanks you for your contribution. Managing Director, The Card and Payments Awards
We look forward to seeing you on
7 February 2019
‘YOU’D DO
ANYTHING
TO GET YOUR
CHILD HOME…’
Holly, Rupert’s mum.
You can hear more of their inspiring
story during her speech at The Card &
Payments Awards on 7 February 2019.
RUPERT NEEDED SOMEONE
TO SAVE HIS LIFE
That someone was a stem cell donor –
supported by someone like YOU.
Every day, Anthony Nolan matches stem cell donors
to people with blood cancer and blood disorders,
and gives lifesaving transplants for people like Rupert.
But we can’t save lives without your financial support.
Anthony Nolan is hugely grateful to be The Card & Payments Awards
charity beneficiary 2019. If you are interested in finding out more about
Anthony Nolan and how YOUR support can save lives, please contact
corporate@anthonynolan.org
Reg charity no 803716/SC0388271681FR 1018
Contents 06 TSYS Featured Article 08 Best Payments Industry Newcomer 09 Social Inclusion in Financial Services 10 Best Marketing Campaign of the Year 12 Best Benefits or Loyalty Programme of the Year 14 Best Consumer Credit Card or Credit Facility 15 Best Initiative in Mobile Payments 16 Best Achievement in Customer Service 18 Best Technology Initiative of the Year 20 Best Achievement in Retail Payments 21 Best Prepaid Product of the Year 22 Best Debit Card Programme of the Year 23 Best Achievement in Payments Processing 24 Best Service to Business 26 Best Initiative from an SME 27 Best Design of the Year 28 Best Industry Innovation of the Year 30 Changing Lives in the Community 31 Best Alternative or Digital Payments Programme 32 Best Security or Anti-Fraud Development 34 Thanks to all our sponsors 35 Judging Panel 36 Table Packages
Three Components Necessary for Success in Any Company’s Data and Analytics Journey by Juan Gorricho No one can dispute that data has significant value for organisations. We see it every day in how they use data to successfully deliver better customer experiences — whether that means more personalisation or better products and services based on collected and analysed customer behaviour. Examples abound: we’ve all read how Netflix has used viewership data to design and produce new series that are adjusted to viewer behaviour and preferences. Waze is also an example of the power of big data and analytics. Companies built solely on data, such as The Climate Corporation, have been successfully acquired. Making analytics work As easy and seamless as the end result may seem, many companies are still struggling to make data and analytics work for them. The data journey is indeed promising, but companies are still struggling with the fundamentals of data management: reigning data in, getting business units aligned with data solutions and creating data products that are embraced and adopted. The last point is critical because it highlights the importance of leadership and culture in successfully adopting a data and analytics culture. Progress is complicated even further by the noise created in the marketplace by things like big data, machine learning, artificial intelligence and the internet of things. The truth is, a lot of these buzzwords have been hijacked by vendors that portray technology solutions as silver bullets that will solve all problems. They imply that by acquiring these technologies alone, companies can solve all of their challenges and start implementing solutions right away. Similarly, companies believe it’s enough to hire data scientists, equip them with technology and just hope for the best. We are beyond the point of asking why companies should get into data and analytics. Using data is a core competency that is starting to make a difference between organisations that succeed and those that fail. It is imperative for companies to define and start executing their data and analytics strategies as soon as possible. That said, companies need to focus on a few things that I call the fundamentals of the data and analytics journey: • Keep a balance between people, processes and technology when designing and implementing data and analytics solutions. • Implement data solutions that are aligned with business needs. I also refer to this as always starting with the last mile in mind. • Implement solutions in an agile way, in small iterations that deliver business value quickly. Let’s take a look at each of these points in detail.
Balance between people, processes and technology
In my experience, this is one of the most fundamental elements companies should consider when delivering
data and analytics solutions. It’s also one of the most overlooked.
In the data and analytics space, the lack of balance between these three elements manifests itself in many ways.
Technology People Process
Many companies start their data journey The lack of balance can also manifest itself When it comes to the process, lack of balance
by making significant capital investments in on the people side. When companies hire manifests itself when solutions are implemented
technology, such as business intelligence tools, armies of data scientists in hopes they’ll deliver without regard to adoption methods. Or said
database appliances, Hadoop clusters or similar business value, this often results in fantastic differently, there is no plan for the last mile, for
components. Little do these companies know algorithms that are disconnected from the how the outcomes of the analytical solution
that they probably already have plenty of reality of the business needs. I call these will be embedded in business processes. This
technology they can utilise. Furthermore, the ‘orphan algorithms’ — perfect solutions with no is perhaps one of the biggest drivers of lack of
latest cloud computing offers easy access to problem to solve. Nowadays, there are plenty adoption of machine learning based solutions. For
technology that can be consumed on-demand of ways to start small in this regard, such as example, companies often develop a sophisticated
and allows companies to start without large relying on consulting companies. But first, forecasting algorithm that reduces process time
investments. Usually, aimless investments in organisations should define what they want to from weeks to a few hours. However, sometimes
technology can be traced back to business accomplish in a prototype kind of approach. the only problem is that the business team
leaders who request that companies jump into consuming the results of the forecast isn’t ready
data and analytics and technology teams that for the solution. It’s easy to assume that by
react by impulsively acquiring the technology. producing a better forecast in a more efficient
way, the business team will be able to adapt to
it and ‘run with it’ — but that doesn’t give the
process changes enough consideration.
Alignment with business needs
Similarly to the points above, teams leading data and analytics work need to have
a laser focus on the business needs of the company and how data solutions can
help address them. This requires data teams to be in close sync with the business
teams, with focused conversations on understanding what the real business
problems are. Many times, the relationship between business and data teams is
transactional in nature, putting data teams in an ‘order taking’ kind of role. Data
teams need to elevate themselves out of this position, focusing the relationship
on delivering high-value business solutions.
Agile solution delivery
I often recall a session at a data and analytics conference led by Jared Souter,
chief data officer at First Republic Bank. One of the key points he shared
was the need for data teams to understand that momentum forward is more
important than perfect trajectory. Data teams need to ensure that value is About the author
delivered quickly, in an agile way that allows business teams to realise concrete
results in the short term. Juan F. Gorricho is currently senior vice
president, data & analytics, global product
innovation at TSYS. In this role, Gorricho leads
This can and has to be done without losing sight of the long-term vision for
the development and implementation of TSYS
data and analytics: short-term gains with a long-term view. Don’t wait until data and analytics strategy aimed at enhancing
your solutions are perfect or let a significant amount of time pass before existing, and developing new data products for
implementing them. By the time the solution is delivered, the business context TSYS clients.
may have changed, rendering the solution useless. Delivering small, quick
Prior to this role, he was chief data and
solutions also has the added benefit of allowing business teams to face less
analytics officer for Partners Federal Credit
change when adopting new solutions. Union, where he led the development and
execution of Partners’ data strategy. Gorricho
Making data a core competency has more than 15 years of experience in the
data and analytics space and frequently speaks
at data and analytics-related conferences.
There is no doubt that there is plenty of value to be realised from leveraging data
as a core competency. As business processes become more digital, the amount
of data available has increased significantly. Organisations that focus on the right
priorities, in the right way, will be able to realise the most desirable benefits.Best Payments
CATEGORY SPONSOR
Industry Newcomer
Arro Money
Arro Money by Marq Millions
Arro is the account that makes managing your money straightforward. We offer both
personal and business accounts, which you can get without painful application processes,
credit checks or long waiting times.
ClearBank
ClearBank
ClearBank® is neutral and independent; our state-of-the-art technology transforms the
ability for financial institutions to provide current accounts to their customers, resulting
in faster and more efficient payments, whilst delivering financial inclusion. ClearBank®’s
platform is directly integrated with CHAPS, BACS, Faster Payments, C&CCC; and are
Principal Members of MasterCard and VISA.
Konsentus
Konsentus; confidence in PSD2 open banking
Konsentus is the first RESTful API, online, machine readable, real-time service that
provides FIs with TPP regulatory and eIDAS certificate checking services along with
OAuth2.0 Tokenisation Issuance & Management Services enabling FIs to comply with
8 PSD2 open banking.
MuchBetter
MuchBetter
MuchBetter is a next-generation e-wallet that lets users make payments instantly and
securely with just their smartphone and fingerprint. Its wallet platform for wearables also
lowers the barrier to entry for brands designing wearable/IoT NFC devices. In year one,
MuchBetter has welcomed >120 merchants and is on track to achieve 100,000 users by
the end of the year.
Token
Open Banking with Token
Open Banking with Token is the development of a platform that allows a global
ecosystem of banks, bank customers and developers to move money and information
securely, without friction and instantly worldwide. With Token, money and transaction
information move as a unit instantly, securely, and at a low cost.Social Inclusion in Financial Services Capital One Capital One & Starter Card Capital One has introduced a pioneering card that enables the UK’s 7.8 million financially excluded people to access fairly-priced credit on standard terms, even when they have been declined everywhere else. Capital One Collections Plans in Mobile App Capital One’s vision is to Change Banking for Good, when it realised that its popular mobile app could be enhanced by enabling users to set up tailored repayment plans in app it didn’t hesitate to change. The response has been hugely positive, with users engaging immediately AND proving better at sticking to the plans. ClearScore ClearScore - Coaching ClearScore is the UK’s No1 credit checking service, aiming to help everyone, no matter what their circumstances, achieve greater financial wellbeing. In addition to giving people access to their credit score and report for free, in 2017 ClearScore launched Coaching, the first bot-based programme to help people improve their finances. 9 Contis Engage & Samsung Pay Engage partnered with Samsung Pay to improve the overall experience for its customers and drive financial inclusion within the underbanked segment. The partnership integrated the mobile banking functionality of Samsung Pay to Contis’ offering to Credit Union customers for the first time. The Change Account The Change Account, issued by Wirecard The simple idea behind Change Account was to develop a transactional bank account that is “inclusive” to all, putting the customer at the centre of our business. An account that everyone can access, that rewards its customers with cashback and is safe to use without penalty or non-transparent fees.
Best Marketing Campaign
of the Year
American Express
How Amex UK used innovation to drive brand reappraisal
In May 2018, Amex UK launched the Global Brand Strategy with its positioning
‘Powerful Backing’ to drive increased brand consideration. It is the first time the brand
has communicated its B2B and B2C offering above the line. To date it has driven a
significant increase in brand consideration.
American Express
Money Well Spent
Money Well Spent is an American Express campaign to drive awareness and acquisition
among small businesses by showing them real-world examples of how the Gold Business
Card can help their company thrive. The focus is on using the card to help manage cash
flow, as well as reinvesting Membership Rewards points into their business.
Avantcard
Avantcard ‘Made for you’ Campaign
In May 2018, Avantcard launched its ‘Made for you’ campaign to coincide with the
introduction of Personalised Pricing for personal loans and credit cards in Ireland. As the
first lender in Ireland to offer Personalised Pricing, Avantcard made a significant impact
10 through the launch of strong creative and engaging marketing activities.
Barclaycard
“Be smarter with Smartpay” campaign
Customers expect payment gateways to be frictionless. Failure to do so can result in
60% basket abandonment. They’re critical to a business’ growth, but not a boardroom
priority. Barclaycard’s ”Be smarter with SmartPay” campaign deliberately targeted the
whole of the C-suite, positioning gateways as a business critical issue – and opportunity.
Capital One
Capital One’s ‘Check it, don’t chance it’ advertising campaign
In a bid to raise customer awareness and consideration on a large scale, credit card
provider Capital One created its first TV-led UK advertising campaign in ten years.
Using humour to educate customers regarding its zero-risk credit card eligibility checker
QuickCheck, the ‘Check it, don’t chance it’ campaign has produced the highest ad recall
and reach of any Capital One campaign to date.Mastercard Listening Room (BRIT Awards 2018) Can music say more than words? To celebrate 20 years as proud sponsor of The BRIT Awards, we set out to Start Something Priceless, using the power of music. We created a powerful experience, specially crafted to bring together pairs of real people and help them mend their broken relationships. What will unfold when they’re face to face in the Listening Room? Mastercard Mastercard Feed Their Future Initiative Mastercard partnered with TfL to support the UN’s World Food Day, creating the ‘Feed Their Future’ CSR initiative, a campaign intended to provide millions of school meals to those in need, whilst at the same time making the lives of commuters a tiny bit more seamless. 11 One4all Gift Cards Christmas Wishes Marketing Campaign 2017 The One4all Christmas Wishes campaign delivered a feel-good message that spread throughout our audience, generating invaluable word-of-mouth promotion throughout the country. The positive response, vast reach and excellent sales results of the campaign represented a hugely successful brand activation that encapsulated One4all’s core values and over-delivered across the board. Virgin Money Virgin Atlantic Airways Credit Card Launch Virgin Money and Virgin Atlantic Airways are entering the launch of the Virgin Atlantic Credit Cards into the Marketing Campaign of the Year category. The campaign saw the integration of two established Virgin brands to create a new card proposition, enabling customers to earn Flying Club miles for their spending. Virgin Money World Food Programme - One Million Meals Virgin Money is entering our “World Food Programme – One Million Meals” campaign into the Marketing Campaign of the Year category. The campaign resulted in a fantastic donation of two million meals to school children in Africa, with the help of our amazing customers.
Best Benefits or Loyalty
Programme of the Year
Allied Irish Banks (AIB)
AIB Everyday Rewards
First, define the problem. Ours was research telling us most customers thought us
“everyday bad”, the cause being fees being perceived as poor value. So we set up a
cashback scheme to give them excellent value – and hundreds of thousands are now
taking part. We’re now regarded as “everyday good”.
American Express
Amex Offers
In an ocean of offers, Amex Offers had to work hard to stand out. But a combination
of machine learning, massive personalisation and revamped communications increased
Cardmember enrolments and redemptions. What’s more, participating merchants
enjoyed greater non-offer spend.
Avantcard
“Avantages” - Avantcard’s new credit card rewards programme.
Avantcard launched its first ever credit card rewards programme, called “Avantages”, in
June 2018. Avantages is a unique rewards platform designed to offer the broadest range
of distinct and always-on offers in the market. It was built using multiple partners with
12 links to both global and local brands.
Barclaycard
Barclaycard Entertainment
‘Barclaycard Entertainment’ builds on the brand’s heritage in entertainment by
introducing benefits exclusively for cardholders – including ticket offers and perks for
over 3,500 live events a year.Collinson Collinson’s Priority Pass: driving loyalty with premium connected travel experiences The world’s best-known financial services brands use Collinson’s Priority Pass – the world’s number one premium airport experiences program – to reward their high-value customers. Now Collinson is creating connected traveler experiences to make Priority 13 Pass an even more effective solution for engaging customers and driving loyalty. Royal Bank of Scotland/ Natwest Royal Bank of Scotland / NatWest My Rewards Programme This diverse and wide-ranging loyalty programme is one of a kind in the UK, providing cashback on both spending and direct debits on up to seven types household bills. It underpins a series of market-leading reward current accounts and credit cards, allowing customers with multiple products to enjoy even greater value. Sainsbury’s Bank Saying thanks to loyal shoppers; how Sainsbury’s helped customers receive more Nectar points from their regular shopping Sainsbury’s Bank developed a reward proposition offering Sainsbury’s customers ten times the amount of Nectar points on Sainsbury’s shopping. To make the offer easy for customers to access it was presented to them whilst shopping. The proposition has returned significant value to customers and increased loyalty to Sainsbury’s. Virgin Money Virgin Atlantic Airways Credit Cards Virgin Money and Virgin Atlantic Airways are entering our Virgin Atlantic Credit Cards into the best benefits programme of the year category. Launched in April 2018, we introduced two new credit card propositions which reward customers with Flying Club Miles in return for their everyday spending.
Best Consumer Credit
CATEGORY SPONSOR
Card or Credit Facility
American Express
American Express® Preferred Rewards Gold Credit Card
In 2018 American Express launched the Preferred Rewards Gold Credit Card, keeping
the market-leading rewards, travel and lifestyle benefits of the old Gold Charge Card, but
letting Cardmembers revolve a balance. Customer acquisition volume and billings have
since risen, thereby raising ROI expectations.
Lloyds Banking Group
MBNA Horizon Credit Card
The new MBNA Horizon credit card offers some of the most generous and wide-ranging
benefits in the market with zero foreign exchange fees, zero transaction fees, free cash
withdrawals, 0% balance transfers and 0.5% cashback – all with no annual fee.
M&S Bank
Not just any credit card, the M&S Credit Card
M&S Reward Plus Credit Card offer enables customers to benefit from the award-
winning service, great rates and M&S loyalty points that they have always valued, along
with double points on M&S spending in the first year, bonus M&S points and six months
14 interest free on spending and balance transfers.
NewDay
Amazon Platinum Mastercard
The Amazon Platinum Mastercard, with double the earn rate (now 1.5%) for all eligible
Amazon Prime members’ purchases on Amazon.co.uk. Improved accessibility for
customers through a counter offer to the newly launched Amazon Classic card (for
customers who don’t meet the Platinum criteria), combined with the Classic card’s
promise of an upgrade after 12 months.
PayPal UK
PayPal Credit - credit without the plastic!
PayPal Credit is a global credit proposition enabling consumers to spread the cost of
purchases in an affordable and secure way, whilst empowering businesses to increase
sales and average order values. Powered by technology, data and 17 years’ experience in
online payments, PayPal Credit disrupts the lending ecosystem to meet shoppers’ needs.
Royal Bank of Scotland/ Natwest
Royal Bank of Scotland / NatWest Reward and Reward Black Credit Card
The Reward Credit Card and Reward Black Credit Card continue to provide incredible
value for customers thanks to a compelling initial offering underpinned by a market-
leading Rewards scheme. With competitive cashback, enhanced rewards, consistent
uptake and a relentless focus on personalisation, this in-demand card remains at the
front of any wallet.Best Initiative in
CATEGORY SPONSOR
Mobile Payments
Allied Irish Banks (AIB)
Best Initiative in Mobile Banking - Apple Pay
integration with AIB Mobile Banking App
If at first… Lots have tried but so far we’re the only Visa issuer to succeed in
integrating Apple Pay into a banking app. It was a knotty technical challenge but
worth it – AIB customers are now making 1,000s of Apple Pay transactions a month.
And that’s just a beginning.
Barclays
Barclays Mobile Cards Hub
Cards Hub is an online location within Barclays’ mobile banking app that enables
customers to control how their debit card (and devices it is linked to) can be used. Cards
Hub engagement has grown throughout 2018, with dedicated marketing campaigns
ensuring customers are aware of the feature, as well as, using the feature. The
components of cards hub are customer research led.
Conferma
Conferma Pay
NEW for 2019 - Conferma Pay’s mobile app is a global industry first. Conferma Pay is
transforming the way business purchases are made today with the power of a cashless
mobile app. It is the easiest and most secure way for businesses to make payments
without having to use personal or corporate cards. 15
Contis
Engage & Samsung Pay
Engage partnered with Samsung Pay to improve the overall experience for its customers
and drive financial inclusion within the underbanked segment. The partnership integrated
the mobile banking functionality of Samsung Pay to Contis’ offering to Credit Union
customers for the first time.
National Westminster Bank
ClearSpend: mobile & desktop application for Commercial Card customers
ClearSpend is a free to use, 1st to UK market mobile app and desktop application
providing NatWest customers with on the go real-time visibility & control of their
commercial card account. Developed in partnership with Silicon Valley Fin-Tech;
SpendLabs to provide customers with a superior self service experience.
Tesco Bank
Tesco Pay+: simple, convenient and rewarding payments at Tesco
Tesco Pay+, the app built for Tesco shoppers. Tesco Pay+ offers a simple, convenient
and rewarding way to pay in Tesco. The app offers customers more choice about
how they pay in Tesco, saves customers time at the checkout and saves 1,000s of
hours in store productivity.Best Achievement in
Customer Service
American Express
Merchant-led, Data-driven Relationship Management
The Client Management Group that services Amex’s largest 300 UK merchants
implemented a highly personalised, data rich programme that uses extensive client
feedback to develop new products/ services that enhance the customer experience
and build business success. This insight driven programme has increased merchant
satisfaction and loyalty (100% retention).
Barclaycard
Barclaycard Payment Solutions – Proactive Security
Service (in partnership with Sysnet)
Barclaycard and Sysnet have delivered the largest security programme roll out to
support Level 3 and 4 merchants in the UK. Proactive Security Service (PSS) auto-enrols
customers, hand holding them through PCI DSS compliance and providing additional
cyber security advice. Over 80% of customer engaged with PSS are PCI compliant.
Barclays
Barclays Mobile Cards Hub
Cards Hub is an online location within Barclays’ mobile banking app that enables
customers to control how their debit card (and devices it is linked to) can be used. Cards
Hub engagement has grown throughout 2018, with dedicated marketing campaigns
16 ensuring customers are aware of the feature, as well as, using the feature. The
components of cards hub are customer research led.
Lloyds Banking Group
Lloyds Banking Group’s Proactive Customer Service
When Monarch Airlines declared insolvency at 4 a.m. on 2nd October 2017, Lloyds
Banking Group’s data teams leapt into action, using transaction history to identify
customers who may be affected and in need of support. Throughout 2018, we have
continued to proactively reach out to those who may have been impacted by a natural
disaster or unforeseen event, offering much needed guidance and support.17 NewDay NewDay Customer feedback programme for continuous improvement This entry details how we use Voice of Customer feedback from multiple sources: NPS survey verbatim, Voice of People feedback through our bug boards, our new Brand Ambassador customer programme, Complaints analysis, Retailer client feedback and Trust Pilot reviews gathered and fed into our Customer Issue Resolution programme to drive improvements that really matter to our customers. Sage Pay Sage Pay Customer Service – Delivering Outstanding Service 24/7/365 Through a business wide Customer Focused strategy, Sage Pay delivers outstanding customer service 24 hours a day, 365 days a year to thousands of businesses across the UK and Ireland. Customers demonstrate high levels of satisfaction through multiple feedback sources. This is further showcased in impeccable access statistics across all channels and great retention rates. SmartDebit Improving standards in the face of change During 2018 our award-winning Customer Services team planned and managed the migration of 8,000 users from a legacy portal to our new flagship processing portal Pulse®. Our market leading standards have improved across NPS and CSAT whilst delivering the project four months ahead of schedule resulting in zero customer complaints.
Best Technology Initiative
CATEGORY SPONSOR
of the Year
Banking Circle
Banking Circle Virtual IBAN – a genuine game-
changer for the payments marketplace
An integral component of Banking Circle, Banking Circle Virtual IBAN gives financial
institutions the ability to issue multicurrency IBANs in their customer’s name and in
multiple jurisdictions. This enables merchants to make and accept cross border payments
in different currencies, in a way that traditional banks would simply not facilitate.
Cashplus
Cashplus makes bulk payments faster, cheaper and easier
via an innovative Payments API and Portal
Cashplus, the UK’s leading digital challenger to banks, has stolen a march on the high-
street banks and challenger banks with an innovative new Payments API. It allows any
company to make multiple simultaneous payments instantly and securely, whilst saving
potentially 50% on transaction costs and streamlining finance department processes.
Curve
Curve, issued by Wirecard
Curve was founded to simplify money, giving you the financial freedom to enjoy life’s
rich experiences. The Curve card, powered by the Curve app, allows the customers
to add all their debit and credit cards into one Mastercard, helping them manage their
18 money in a whole new way.
Divido
Building the world’s largest platform for point-of-sale finance
Divido is a consumer finance platform that enables retailers, lenders and payment
intermediaries to offer instant finance to customers at the checkout, online and instore.
Retailers offering Divido can increase sales and average order values, whilst lenders and
payment providers licensing Divido’s technology can expand their loan portfolios and
grows transaction revenues.Ethoca Ethoca and Capital One UK Collaborate to Ensure Exceptional Purchase Experiences for Cardholders Ethoca Eliminator gives Capital One UK access to real-time merchant data to instantly resolve cardholders’ complaints on unrecognized transactions, avoiding friction from the claim process. This is the first time that a leading UK issuer has been able to ‘deflect’ 19 disputes through a real-time integration into a major digital goods brand. Lloyds Banking Group Transforming the in-branch experience Lloyds Bank has harnessed powerful digital technology to transform the in-branch experience, allowing customers to enjoy a fast, highly interactive, personalised card application journey. Nationwide Building Society Nationwide/TSYS Robotic Process Automation With customer’s evolving needs and expectations for seamless, intuitive and self- directed communications, robotic process automation has streamlined our back office operations at Nationwide Building Society. But the greatest benefit is that we can augment our ability to ensure that our members can have the human touch whenever they want it. Sage Sage Business Cloud Invoice Payments As a market leader for SMB cloud software, Sage launched invoice payments, an integrated payment solution that allows accounting customers to quickly, easily and securely accept card payments and PayPal on the invoices they send. This means they get paid faster and reduce time spent chasing invoices and reconciling payments.
Best Achievement in
Retail Payments
AIB Merchant Services
#EPOnTap, the better way to pay, with Clover, as Live
Nation delivers contactless festival experience
Live Nation, in partnership with Visa, provided contactless payment solutions at 3 of
Ireland’s top music festivals. Clover, the AIBMS supported product, was the perfect
offering to improve the experience. For the first time, Irish festival goers had the
opportunity to leave cash at home, spending more time enjoying the festival.
American Express
Merchant-led, Data-driven Relationship Management
The Client Management Group that services Amex’s largest 300 UK merchants
implemented a highly personalised, data rich programme that uses extensive client
feedback to develop new products/ services that enhance the customer experience
and build business success. This insight driven programme has increased merchant
satisfaction and loyalty (100% retention).
American Express
Shop Small
Shop Small is American Express’s campaign to encourage Cardmembers to shop at small,
local merchants. Now in its fifth year, a new integrated campaign targeting Cardmembers
and merchants saw enrolments, redemptions and transactions increase significantly, as
20 well as a massive boost in merchant satisfaction.
Divido
Building the world’s largest platform for point-of-sale finance
Divido is a consumer finance platform that enables retailers, lenders and payment
intermediaries to offer instant finance to customers at the checkout, online and instore.
Retailers offering Divido can increase sales and average order values, whilst lenders
and payment providers licensing Divido’s technology can expand their loan portfolios
and grows transaction revenues.
Tesco Bank
Tesco Pay+: simple, convenient and rewarding payments at Tesco
Tesco Pay+, the app built for Tesco shoppers. Tesco Pay+ offers a simple, convenient
and rewarding way to pay in Tesco. The app offers customers more choice about
how they pay in Tesco, saves customers time at the checkout and saves 1,000s of
hours in store productivity.Best Prepaid Product of the Year Arro Money Arro Money by Marq Millions, issued by Wirecard Arro is the account that makes managing your money straightforward. We offer both personal and business accounts, which you can get without a painful application process, credit checks or long waiting times. B4B Payments B4B Payments, issued by Wirecard The B4B Payments Corporate Expenditure solution frees programme owners (SMEs and corporates) from the many problems, inefficiencies and costs of cash-based expense processes. The programme has proven especially valuable to programme owners who employ a workforce (the end user) that is either mobile or working from remote locations. Glint Glint, issued by Wirecard Glint lets you buy, save and spend physical gold: a fairer and reliable form of money, protecting you from systemic risk and inflation. Inflation erodes the value of money whilst gold retains its purchasing power. Stored in vaults all over the world, it has been inaccessible. Until now. 21 Monese with PrePay Solutions Monese Powered by PrePay Solutions Monese provides an innovative mobile banking service for the borderless generation: people whose lives step beyond national boundaries and across financial borders - whether it’s for work, study, family, travel or retirement. Powered by PrePay Solutions (PPS), the partnership strengthens Monese’s offering by providing customers with contactless Mastercard cards and direct debit functionality. MuchBetter MuchBetter, issued by Wirecard MuchBetter is a next-generation e-wallet that lets users make payments instantly and securely with just their smartphone and fingerprint. Its wallet platform for wearables also lowers the barrier to entry for brands designing wearable/IoT NFC devices. In year one, MuchBetter has welcomed >120 merchants and is on track to achieve 100,000 users by the end of the year.
Best Debit Card Programme
of the Year
Allied Irish Banks (AIB)
AIB Everyday Rewards
First, define the problem. Ours was research telling us most customers thought us
“everyday bad”, the cause being fees being perceived as poor value. So we set up a
cashback scheme to give them excellent value – and hundreds of thousands are now
taking part. We’re now regarded as “everyday good”.
Curve
Curve, issued by Wirecard
Curve was founded to simplify money, giving you the financial freedom to enjoy life’s
rich experiences. The Curve card, powered by the Curve app, allows the customers
to add all their debit and credit cards into one Mastercard, helping them manage their
money in a whole new way.
Royal Bank of Scotland/ Natwest
Royal Bank of Scotland / NatWest My Rewards Programme
This exceptional debit card programme gives customers access to tailored account
benefits, cashback on household bills along with a summer of fee-free overseas
spending and up to 15% back in rewards at participating retailers. Sophisticated
22 segmentation ensures customers receive personalised and relevant retail offers, adding
value and driving engagement.
Starling Bank
Vertical Debit Cards
Starling is a mobile-only bank, allowing customers to manage their money through an
intuitive user interface. It offers personal and business current accounts and is the first
UK bank to have a vertical debit card. It offers an in-app Marketplace of third-party
financial services and has a B2B payments service.Best Achievement in Payments Processing 3C Payment 3C Smartbox Payment Solution 3C Smartbox is an innovative payment solution from 3C Payment for Retail & Hospitality chains. Smartbox technology allows merchants to switch PED terminals from integrated to standalone mode, for continuous trading with the same payment flows. 3C Smartbox has been deployed at Tier 1 merchants including Starbucks, Marriott & Accor. Banking Circle Banking Circle Virtual IBAN – a genuine game- changer for the payments marketplace An integral component of Banking Circle, Banking Circle Virtual IBAN gives financial institutions the ability to issue multicurrency IBANs in their customer’s name and in multiple jurisdictions. This enables merchants to make and accept cross border payments in different currencies, in a way that traditional banks would simply not facilitate. Barclaycard Barclaycard Payment Solutions –Payment Acceptance Optimisation (PAO) and DASA Barclaycard has leveraged data to drive insight driven analysis to inform Payment Acceptance Optimisation. Working across the Bank and partners, they are providing consultancy and smart transaction routing to drive income & reduce declines. One customer, Admiral has 23 seen £6m incremental income Q1 through one partial recommendation. Checkout.com Accept More, with Checkout.com Checkout.com’s platform is built on 100% proprietary technology that handles every part of the payment process. This technology offers a fast, simple, and secure acceptance process that enables merchants to accept more payments around the world and grow their revenues wherever they operate. ClearBank ClearBank ClearBank® is neutral and independent; our state-of-the-art technology transforms the ability for financial institutions to provide current accounts to their customers, resulting in faster and more efficient payments, whilst delivering financial inclusion. ClearBank’s platform is directly integrated with CHAPS, BACS, FPS, C&CCC; and are Principal Members of MasterCard, VISA and Amex.
Best Service
CATEGORY SPONSOR
to Business
Allstar Business Solutions
Allstar Plus VISA card from Allstar Business Solutions
Allstar Business Solutions launched the Allstar Plus VISA card, a hybrid business expense
and fuel card, to maximise control and convenience for businesses while providing cost
savings. With its focus on providing additional value beyond its core offering, while
providing an innovate and creative solution for on the road costs, Allstar Plus has proven
itself to be the best service to businesses.
American Express
Growing International spend for American Express Merchants in the UK
Many American Express Cardmembers travel from around the World into the UK.
So American Express launched a through-the line campaign to help their Merchants
connect with them, and maximise spend by getting travellers spending wherever
American Express is welcome. As a result, inbound transactions with American Express
Merchants grew significantly.
Barclaycard Commercial Payments
Payment Strategy Consulting by Barclaycard
Barclaycard Payment Strategy Consulting service helps customers bring tangible value
and reduced costs to their business through the development of a bespoke payments
strategy and innovative payment solutions.
24
Checkout.com
Accept More, with Checkout.com
Checkout.com puts the ‘service’ back into ‘payments service provider’ by delivering
flexibility and control to merchants and customers with a superior product and
world-class merchant support that stands out from the crowd. It remains committed
to meeting the needs of modern merchants operating in a globally competitive
e-commerce environment.Handepay Cost-effective pricing and excellent customer support enables businesses of all sizes to stay competitive Handepay provides an outstanding level of service to businesses of all sizes to help them grow. Their unique pricing proposition enables independent business owners around the country to accept card payments in a cost-effective manner, without the much-reviled 25 ‘hidden fees’ that have become commonplace amongst merchant service providers. Lloyds Banking Group Lloyds Banking Group’s Partner Bank Solution Lloyds Banking Group has transformed its partner bank solution, implementing multiple innovations to deliver an exemplary service to both partners and their downstream corporate card clients. This approach has contributed to a 15-point increase in commercial card NPS, while helping Lloyds grow its partner-based corporate client volumes. National Westminster Bank ClearSpend: mobile & desktop application for Commercial Card customers ClearSpend is a free to use, 1st to UK market mobile app and desktop application providing NatWest customers with on the go real-time visibility & control of their commercial card account. Developed in partnership with Silicon Valley Fin-Tech; SpendLabs to provide customers with a superior self service experience. Soldo The Complete Spend Management Solution, Built for Business Soldo is a robust spend control platform; an intuitive way to control and delegate spending with automation, visibility and insight. Soldo saves businesses precious hours and integrates with all major accounting software. Soldo’s spend control platform comes with integrated prepaid Soldo Mastercard® cards, a web-based administration dashboard and mobile app.
Best Initiative
from an SME
Acceptacard
PayaCharity - Contactless Donations
PayaCharity is driving significant change in the not-for-profit sector, enabling charities of
all sizes to realise the potential of contactless fundraising. With use of cash in decline and
negative impact on donation revenues, we have developed a compelling one-stop-shop
proposition that simplifies and encourages the adoption of contactless technology.
Cashplus
An industry-first trio of business-ready APIs from Cashplus enhance
customer service and speed payments for UK SMEs
Three innovative new Cashplus APIs offer a breadth of functionality unmatched by
high street banks. They help a range of firms including accountants, company formation
26 businesses, payroll providers and umbrella companies cut costs, drive payment
efficiencies and enhance customer service.
Glint
Glint
Glint lets you buy, save and spend physical gold: a fairer and reliable form of money,
protecting you from systemic risk and inflation. Inflation erodes the value of money
whilst gold retains its purchasing power. Stored in vaults all over the world, it has been
inaccessible. Until now.Best Design of the Year American Express American Express® App American Express set out to fast track a ‘mobile first’ digital strategy, launching a global Amex App that included update-friendly code to keep it ahead of the pack, and more intuitive navigation to make it easier to find app features. The new design has significantly increased engagement and Cardmember satisfaction. ANNA Money ANNA Money, issued by Wirecard ANNA is available to any self-employed creative freelancer or small business that wants help organising their finances, from invoices to expenses. Giving them more time to get on with what they want to do, helping them to stay in control of their money, and freeing up more of their time. Capital One Collections Plans in Mobile App Capital One’s vision is to Change Banking for Good, so when it realised that its popular mobile app could be enhanced by enabling users to set up tailored repayment plans in app it didn’t hesitate to change. The resulting new feature for collections combines intuitive design with clear and simple calls to action, tailored to each customer’s needs, 27 generating a hugely positive customer response. Coventry Building Society Coventry Building Society’s Lady Godiva Cash Card Coventry Building Society’s open, simple and transparent approach to finance shows in its cash card. At the same time, it celebrates the Society’s long association with its home city with the iconic figure of Lady Godiva. Starling Bank Vertical Debit Cards Starling is a mobile-only bank, allowing customers to manage their money through an intuitive user interface. It offers personal and business current accounts and is the first UK bank to have a vertical debit card. It offers an in-app Marketplace of third-party financial services and has a B2B payments service. Virgin Money Virgin Atlantic Airways Credit Cards Virgin Money and Virgin Atlantic Airways are entering our two new Virgin Atlantic Credit Cards into the Design of the Year category. Launched in April 2018, the two new credit card designs reflect the very best of the Virgin Atlantic brand, incorporating values of innovation and differentiation.
Best Industry Innovation
CATEGORY SPONSOR
of the Year
Amazon Pay
Amazon Pay with Alexa Skills for Virgin Trains
Virgin Trains customers with access to Amazon Alexa-enabled devices have a
new, convenient way to buy train tickets. Using Amazon Pay with Alexa Skills for
Virgin Trains, consumers can purchase train tickets with their voice. This innovative
technology has also benefited Virgin Trains by reducing booking time significantly when
compared to web ticketing.
ClearBank
ClearBank
ClearBank® is neutral and independent; our state-of-the-art technology transforms the
ability for financial institutions to provide current accounts to their customers, resulting
in faster and more efficient payments, whilst delivering financial inclusion. ClearBank’s
platform is directly integrated with CHAPS, BACS, Faster Payments, C&CCC; and with
MasterCard, VISA, AMEX, JCB, Union and Diners.
Contis
Contis & Wirex
Wirex and Contis partnered to enable the everyday spending of converted
cryptocurrencies, allowing consumers to avoid losing value on their crypto currencies
through slow exchange.
28
Featurespace
Featurespace’s best in class innovation: multi-tenancy in fraud prevention
Featurespace introduced multi-tenancy into our award-winning ARIC platform - the
real-time, machine learning, fraud prevention software. This enables the world’s largest
payment processors and acquirers to protect all their merchants from fraudulent
activity - allowing us to provide our risk score and bespoke behavioural models
through one central client.29 Glint Glint, issued by Wirecard Glint lets you buy, save and spend physical gold: a fairer and reliable form of money, protecting you from systemic risk and inflation. Inflation erodes the value of money whilst gold retains its purchasing power. Stored in vaults all over the world, it has been inaccessible. Until now. Ikano Bank The UK’s market leading home renewables consumer protection scheme Ikano Bank launched a market leading home renewables protection scheme. Our goal was to provide consumers and retailers a customer focused finance product which would help the purchasing of renewable products by ensuring consumers are not mis-sold during the sales process and they use accredited retailers for the installation. KBC Bank Ireland Revolutionary Digital Lost & Stolen Card Replacement “Losing a debit or credit card can be a nightmare!” KBC Bank Ireland have recognised this issue and in close collaboration with TSYS and Mastercard have revolutionised the process by delivering the fastest and most friction-less lost or stolen card customer journey in the market.
Changing Lives
in the Community
Acceptacard
PayaCharity - Contactless Donations
PayaCharity is driving significant change in the not-for-profit sector, enabling charities of
all sizes to realise the potential of contactless fundraising. With use of cash in decline and
negative impact on donation revenues, we have developed a compelling one-stop-shop
proposition that simplifies and encourages the adoption of contactless technology.
American Express
Changing Lives in the Sussex Community
Almost 1,800 people have been supported by American Express’ partnership with Albion
in the Community (AITC) in the last year – a collaboration which is also having a positive
impact on the 472 Amex employees who volunteered with the charity in that period.
Together Amex and AITC make a genuine difference.
American Express
Shop Small
Shop Small is American Express’s campaign to encourage Cardmembers to shop at small,
local merchants. Now in its fifth year, a new integrated campaign targeting Cardmembers
and merchants saw enrolments, redemptions and transactions increase significantly, as
30 well as a massive boost in merchant satisfaction.
Avantcard
Avantcard, positively impacting the community in which we live and work
Avantcard is proud to support two worthy beneficiaries this year. North West Hospice
is the first, and we have come on board as their Inaugural Corporate Patron for their
planned new hospice unit. The Society of St. Vincent de Paul is our second beneficiary
and one that supports the neediest in our society that focusses at both an individual
community level, but also with a national perspective.
Capital One
Changing Futures – Capital One and humanutopia
Last year Capital One undertook a ground-breaking partnership with humanutopia to
deliver Changing Futures - a life-changing mentoring programme for students from
across schools in Nottingham. Together, Capital One and humanutopia help young
people learn the skills to progress, achieve their full potential and become valued
members of our community.
Mastercard
Mastercard Feed Their Future Initiative
Mastercard partnered with TfL to support the UN’s World Food Day, creating the
‘Feed Their Future’ CSR initiative, a campaign intended to provide millions of school
meals to those in need, whilst at the same time making the lives of commuters a tiny
bit more seamless.Best Alternative or Digital
Payments Programme
Banking Circle
Banking Circle Virtual IBAN – a genuine game-
changer for the payments marketplace
An integral component of Banking Circle, Banking Circle Virtual IBAN gives financial
institutions the ability to issue multicurrency IBANs in their customer’s name and in
multiple jurisdictions. This enables merchants to make and accept cross border payments
in different currencies, in a way that traditional banks would simply not facilitate.
Checkout.com
Accept More, with Checkout.com
Checkout.com helps companies accept more payments with their unified global payment
processing platform which features in-country acquiring, relevant payment methods,
feature parity across geographies, fraud filters, and reporting features, all via one API.
MuchBetter
MuchBetter, issued by Wirecard
MuchBetter is a next-generation e-wallet that lets users make payments instantly
and securely with just their smartphone and fingerprint. In year one, MuchBetter has
welcomed >120 merchants and nearly 100,000 users.
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PPRO
PPRO: the power behind the globalisation of e-commerce
PPRO aggregates local payment methods (LPMs) from around the world and makes
them available to payment service providers (PSPs) through a single, easy integration. In
the last year, PPRO has added new LPMs to its platform, partnered with new PSPs, and
enabled millions of online payments and e-commerce transactions.Best Security or
CATEGORY SPONSOR
Anti-Fraud Development
Accertify, an American Express Company
Automating merchant collaboration in CNP fraud
To combat payment fraud, merchants must pool resources and learnings. Accertify’s
new machine learning approach overcomes barriers to collaboration by automating it,
anonymously leveraging our merchants’ data. easyJet, the first to implement our new
approach, increased their fraud savings in just two weeks.
Argus Information & Advisory Services
Malicious Spending Fraud Detection Models
In the UK, institutions lost an estimated ~£350 million in Malicious Consumer Intent
(MCI)/ Credit Abuse (CA) in 2017. With account tenure and on-us behaviors becoming
less reliable indicators of consumer behavior, financial institutions must find efficient,
scalable ways to detect fraud or credit abuse while not impacting profitable customers in
an intensely competitive market.
Capital One
Capital One UK & Synectics Solutions - Implementation of the
Precision Machine Learning Model for Application Fraud
Capital One UK is proud to be leading the field when it comes to utilisation of new
anti-fraud technologies and this includes Precision, from Synectics Solutions, which uses
32 sophisticated predictive analytical modelling and machine learning, and was deployed so
successfully it warrants recognition within the industry.
CA Technologies
Santander UK Harmonises Authentication and
Authorisation with CA Technologies
In January 2018, Santander strategically migrated their 3-D Secure (3DS) vendor to CA
Technologies. Santander recognised that their original 3DS deployment had become
obsolete, posing customer experience and fraud management limitations. With CA
Technologies, they were able to implement a strategic design to resolve these challenges.
ECOMMPAY
FraudStop 2.0 – pairing automated risk management with the human factor
ECOMMPAY strives to simplify transactions for both the client and the end-user, ensuring
convenience and security every step of the way. Having recently reimagined its payment
platform to reflect industry trends, the payment service provider ensured comprehensive
risk management in the form of proprietary security system FraudStop 2.0.You can also read
