RBTE 2016 Exhibitor Spotlight: ACI Worldwide

Electronic banking and payment solutions company ACI Worldwide is returning to RBTE, and it will be showcasing its range of products at the two-day event at London Olympia between 9-10 March 2016.

Essential Retail caught up with Andrew Quartermaine, vice president, merchant retail sales at ACI Worldwide, to find out more about the company and its plans for the spring show.

Why have you booked for RBTE 2016? 

RBTE is one of the key retail technology events in Europe, where retailers discover the latest business and technology solutions and meet to discuss the latest industry trends and we want to be part of that debate.

ACI Worldwide has over 100 merchant customers across 18 European countries and RBTE provides us with a fantastic opportunity to demonstrate the breadth of our any-to-any, real-time and omnichannel payments offering as well as our fraud prevention solutions for retailers. 

What’s your business's area of focus this year?  What are you keen to discuss with retailers?

This year we will be speaking in the dedicated payments conference theatre, together with some of our clients, about omnichannel delivery as well as driving customer loyalty through payments innovation. And in the eCommerce theatre, we will be discussing how to best manage fraud in an omnichannel environment. 

We believe that the payments process represents an exciting opportunity for retailers to improve and enhance the customer experience and to gain greater insight into consumer behaviour. Payments should be a seamless part of the purchasing experience, offering consumers convenience, choice and security. Frictionless payment processing is the foundation of successful customer relationships and we want to demonstrate to our customers how our solutions can help them to achieve this. 

Another key topic for us is a new international payments standard which has been established in Europe and already has implications for retailers who are moving forward with multinational retailing. For retailers who are planning to expand internationally, adhering to multiple payment protocols can be challenging, complex and costly. The nexo (formerly EPAS) standard was created to ensure common card payment protocols that provide a consistent and secure method of satisfying all current and future card technologies. Our solution supports the new standard and we are working actively with retailers in Europe to develop new payment platforms that are compatible with nexo.

What innovations present the greatest opportunity for retail growth? 

We think that alternative payment methods, fuelled by NFC and providing the consumer with more payment choices and convenience, present substantial growth opportunities. 

Likewise, innovations in-store, such as RFID tags and beacon technology, combined with the use of tokenisation, which are helping to track customer interactions and make the payments process 'invisible', have a great future.

And the growing support for the nexo standards presents a critical opportunity for international merchants to optimise their payments infrastructure, while reducing compliance and certification costs. 

What's the best customer service you've experienced this year?

It was the Uber Taxi Service;  the person I was with got a partial refund because the route was not as direct as it could have been and the refund was not even requested but provided anyway.

Quick-fire question round: Do you...

Shop in-store or online? For Xmas it was 90% online in terms of quantity but 90% in-store in terms of value.

Prefer tea or coffee? Coffee unless I am in the UK, then I drink tea.

Use Facebook or Twitter? I prefer LinkedIN and I regularly check our own ACI Twitter feed!

Use iOS or Android? iOS

Rate beacons or digital signage? Both have their place. Personally I am not averse to mobile advertising but I am aware that some are – for it to work it needs to be relevant to time, place and activity, and I do think getting it operationally to work needs to be slick, which it is not always. Clearly digital signage is less intrusive but also less targeted, and there is less value in terms of CRM for the retailer. 

Use contactless or cash? It depends what I am buying and where. Where I can, contactless is great but I live in France and used to live in Germany, markets where there is still a strong demand for cash (especially Germany) and cheques (France). So I predict the cashless society is some way off.

Visitors to RBTE 2016 can meet with ACI Worldwide at Stand 626.

What’s Hot on Essential Retail?