By David Maisey, CEO of MultiPay Global Solutions
Payment methods are constantly evolving. Where cash was king, now cards rule the roost. However, nothing is permeant and while unlikely to happen soon, even the days of credit and debit cards are numbered. For retailers, this constantly shifting sand of new payment methods can be difficult to navigate and know where to focus time and resources. Get it wrong and it can be an expensive mistake to fix, both financially and with consumer trust.
To help retailers stay on top of the five biggest trends in payments right now, it’s worth taking a bit of time to look at them each in more detail.
- Real-time payments (RTPs)
RTPs are a form of payment where transactions are initiated and settled instantly. While other forms of faster payments have previously existed, they didn’t allow for instant settlements. For consumers, RTPs mean purchases are made quicker, reducing the time spent waiting for authentication, freeing them to go about their day. Retailers also benefit, as having transactions settled instantly helps aid cashflows that are crucial to business survival.
The importance of RTPs cannot be understated. Data from ACI found that payment gateways processed around 70.3 million RTPs globally in 2020, which is a 41% rise from 2019. As both consumers and businesses realise the benefits they offer, expect RTP adoption to accelerate.
- Embedded payments and BNPL
In the simplest terms, an embedded payment is a payment processing functionality integrated directly into an application used by a retailer. Being built directly into an app allows payments to be collected via a retailer’s own software, removing the need for third-party sites and systems to be used for the competition of a transaction. In turn, this helps reduce processing fees, allowing retailers to keep more of the transactional value.
For consumers and the customer experience (CX) this is huge. Embedded payments make it possible for retailers to offer instalment payment plans including buy now pay later (BNPL). By offering BNPL payment options at checkout, retailers can instantly improve their CX especially around the purchase of big-ticket items, as customers can gain access to them much sooner. Right now, BNPL is going through an unprecedented boom. Research projects that by 2030 its market cap will be worth over $3 trillion, up from its current size of $90 billion. Retailers who fail to keep pace with consumer demand and fail to offer BNPL options will find customers are very quickly looking elsewhere.
- Alternative payment methods (APMs)
APMs are a set of payments that don’t require the use of cash or a credit or debit card. Instead, the most common alternative method for completing a transaction is via the use of QR codes and mobile phones. Simply scan a QR code from a mobile device at checkout and a transaction is complete, with payment taken from a linked account. By removing credit and debit cards from transactions, retailers can enjoy reduced processing fees, creating huge savings that can then either be passed on to customers or reinvested back into the business.
For consumers, APMs offer an improved payment experience as transactions can be completed quickly, and loyalty programmes can be built directly into the payment process. On top of this, retailers can use APMs to facilitate transactions via cryptocurrencies, expanding their use and further enhancing CX.
Biometrics have existed for several years as a form of payment authentication but has seen increased usage thanks to the rise of mobile devices using it to unlock and authorise payments. Providing a faster and more convenient authentication method than PINs, biometrics have increased CX and helped combat fraud too.
Expect the move to biometrics to gather pace over the next few years with it being used more for in-store payments via POS systems. In addition, the often-promoted arrival of till-less stores will further drive adoption as biometrics are a key technology to their success.
- Fraud protection
The final trend retailers need to be aware of is fraud protection. Just as payments evolve, fraud protection systems do too as they keep pace with criminals. However, while needing to keep retailers and customers safe, fraud protection systems must also avoid damaging CX.
To achieve this, expect to see new fraud detection and protection system evolve that make the process of checking transactions quicker, easier, and less intrusive. Businesses such like Luxochain are already doing just this, using blockchain technology to authenticate luxury items.
Keeping pace with the latest payment trends is an ongoing battle for retailers. What was a new trend today, may not be tomorrow. However, for retailers focused on growing their business in 2022 and beyond, following the five latest trends, and selecting a payment partner that offers speed, flexibility, and a couture customer service will enable them to navigate their way to success.
Wealth Managers and the Future of Trust: Insights from CFA Institute’s 2022 Investor Trust Study
Author: Rhodri Preece, CFA, Senior Head of Research, CFA Institute
Corporate responsibility is more important than ever. Today, many investors expect more than just profit from their financial decisions; they want easy access to financial products and to be able to express personal values through their investments. Crucial to meeting these new investor expectations is trust in the financial services providers that enable investors to build wealth and realise personal goals. Trust is the bedrock of client relationships and investor confidence.
The 2022 CFA Institute Investor Trust Study – the fifth in a biennial series – found that trust levels in financial services among retail and institutional investors have reached an all-time high. Reflecting the views of 3,588 retail investors and 976 institutional investors across 15 markets globally, the report is a barometer of sentiment and an encouraging indicator of the trust gains in financial services.
Wealth managers may want to know how this trust can be cultivated, and how they can enhance it within their own organisations. I outline three key trends that will shape the future of client trust.
THE RISE OF ESG
ESG metrics have risen to prominence in recent years, as investors increasingly look at environmental, social and governance factors when assessing risks and opportunities. These metrics have an impact on investor confidence and their propensity to invest; we find that among retail investors, 31% expect ESG investing to result in higher risk-adjusted returns, while 44% are primarily motivated to invest in ESG strategies because they want to express personal values or invest in companies that have a positive impact on society or the environment.
The Trust Study shows us that ESG is stimulating confidence more broadly. Of those surveyed, 78% of institutional investors said the growth of ESG strategies had improved their trust in financial services. 100% of this group expressed an interest in ESG investing strategies, as did 77% of retail investors.
There are also different priorities within ESG strategies, and our study found a clear divide between which issues were top of mind for retail investors compared to institutional investors. Retail investors were more focused on investments that tackled climate change and clean energy use, while institutional investors placed a greater focus on data protection and privacy, and sustainable supply chain management.
What is clear is that the rise of ESG investing is building trust and creating opportunities for new products.
TECHNOLOGY MULTIPLIES TRUST
Technology has the power to democratise finance. In financial services, technological developments have lowered costs and increased access to markets, thereby levelling the playing field. Allowing easy monitoring of investments, digital platforms and apps are empowering more people than ever to engage in investing. For wealth managers, these digital advancements mean an opportunity for improved connection and communication with investors, a strategy that also enhances trust.
The study shows us that the benefits of technology are being felt, with 50% of retail investors and 87% of institutional investors expressing that increased use of technology increases trust in their financial advisers and asset managers, respectively. Technology is also leading to enhanced transparency, with the majority of retail and institutional investors believing that their adviser or investment firms are very transparent.
It’s worth acknowledging here that a taste for technology-based investing varies across age groups. More than 70% of millennials expressed a preference for technology tools to help navigate their investment strategy over a human advisor. Of the over-65s surveyed, however, just 30% expressed the same choice.
THE PULL OF PERSONALISATION
How does an investor’s personal connection to their investments manifest? There are two primary ways. The first is to have an adviser who understands you personally, the second is to have investments that achieve your personal objectives and resonate with what you value.
Among retail investors surveyed for the study, 78% expressed a desire for personalised products or services to help them meet their investing needs. Of these, 68% said they’d pay higher fees for this service.
So, what does personalisation actually look like? The study identifies the top three products of interest among retail investors. They are: direct indexing (investment indexes that are tailored to specific needs); impact funds (those that allow investors to pursue strategies designed to achieve specific real-world outcomes); and personalised research (customised for each investor).
When it comes to this last product, it’s worth noting that choosing advisors with shared values is also becoming more significant. Three-quarters of respondents to the survey said having an adviser that shares one’s values is at least somewhat important to them. Another way a personal connection with clients can be established is through a strong brand, and the proportion of retail investors favouring a brand they can trust over individuals they can count on continues to grow; it reached 55% in the 2022 survey, up from 51% in 2020 and 33% in 2016.
TRUST IN THE FUTURE
As the pressure on corporations to demonstrate their trustworthiness increases, investors will also look to financial services to bolster trust. Wealth managers that embrace ESG issues and preferences, enhanced technology tools, and personalisation, can demonstrate their value and build durable client relationships over market cycles.
2022 ESG Investment Trends
Jay Mukhey, Senior Director, ESG at Finastra
Environmental, Social and Governance (ESG) themes have been front and center throughout the pandemic. While the framework has been surging in popularity for several years, COVID-19 served as a period of reflection causing many companies, investors and other individuals to take these factors seriously. It’s something that we can no longer afford to ignore.
We are witnessing drought, adverse weather patterns, hotter climates, and wildfires with more regularity, raising the profile of the climate crisis. Efforts were renewed at COP26 in Glasgow last November to help address the challenge, with the signing of the Glasgow Climate Pact and agreement of the Paris Rulebook. As a result, we are now seeing record net new inflows into ESG investing and impact.
Evaluating ESG criteria
Long gone are the days when ESG issues were at the periphery of a company’s operations. In just a few short years, ESG criteria have become a key metric for investors to evaluate businesses they are considering investing in.
Investor money has poured into funds that consider environmental, social and governance issues. Data from the US SIF Forum for Sustainable and Responsible Investment shows that ESG funds under management have now reached more than $16.6 trillion. It’s not just institutional investors who are embracing ESG, with Bloomberg Intelligence predicting that savers across the world will amass £30.2 trillion in ESG funds by the end of the year.
Due to the multitude of divergent factors that contribute to a company’s success on ESG, it can be tricky to pin down exactly what criteria to measure. Depending on the industry a company operates within, environmental criteria could include everything from energy usage, the disposal of waste and even the treatment of animals.
Social criteria are primarily related to how a company conducts itself in business relationships and with stakeholders. For example, does it treat suppliers fairly? Is the local community considered when the business makes decisions that would impact them? Do they have a statement and policy around modern slavery?
While governance criteria have traditionally been an afterthought, this may be changing. Everything from executive pay to shareholder rights and internal controls are relevant to investors within these criteria.
Tracking ESG for competitive advantage
Many experts within the financial services industry point to the power of ESG as a major competitive advantage, if used correctly. It has been noted that increasingly corporations, from big Fortune 500 companies down to small scale-ups, will communicate on their sustainability metrics to grow their business and to attract talent. However, it’s no longer enough to just pay lip service to ESG issues, with abstract commitments increasingly being seen as insufficient. Companies must now quickly progress to concrete objectives that can be measured and tracked.
A wide range of data providers now offer detailed information and tools that can measure ESG performance and effectiveness. Yet major challenges remain around bringing together what is often extremely fragmented data and transforming it into actionable insights.
Focus areas for 2022
The ESG criteria that investors measure is by no means stagnant. Complex societal challenges regularly emerge that require the attention of companies. Contributors recognize several topics that demand a sophisticated approach, including the COVID pandemic, diversity challenges and powerful social movements.
Companies operating within the financial services sector face several specific challenges related to ESG, with contributors believing that fintech will also continue to play a central role in finding answers to them.
For example, industry experts expect customers to be more demanding of firms in SME lending when it comes to understanding exactly what impact they are having on the climate. For many financial services firms, 2022 will be the year that they will try to reduce the time it takes to bring ESG products and services to market, such as green loans and mortgages, as well as checking accounts with sustainability and carbon tracking capabilities.
When selecting a service provider, customers are increasingly interested in the ESG credentials of their bank or financial institution. Research from PwC finds that 80% of consumers are more likely to buy from a company that stands up for environmental and governance issues. Consumers are one of the main drivers of ESG and many are putting their money where their mouth is. It’s a trend that’s not going away; financial institutions need to start implementing their strategy for ESG now.
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