Information not overload - Card and Payments Awards...Prime Sponsor Message As Prime Sponsor TSYS is...
Transcript of Information not overload - Card and Payments Awards...Prime Sponsor Message As Prime Sponsor TSYS is...
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Contents//17 INTRODUCTION
//19 PRIME SPONSOR MESSAGE
//21 THE JUDGES
//23 THE RESULTS
Martin Fielding, CEO,TheCard&PaymentsAwards
The Card & Payments Awards 2013
Introduction
The Card & Payments Awards 2013
Martin Fielding, CEO, The Card & Payments Awards
Fay RipleyActress and Cookery Writer
//Andsoour8thannualawardsceremonyforthecardsandpaymentsindustryin the UK and Ireland has come to a close! A capacity audience in the Great
RoomattheGrosvenorHousehasseenthebestproducts,programmes,campaignsandinitiativesintheindustryrewardedforexcellence,innovationandexceedingcustomerexpectationsgenerally. YoumaynothaveagreedwitheveryresultontheeveningbutIcanassureyouthatthewinnerscelebratedinthismagazineweresubjectedtoamostrigorousjudgingprocess.Thepanel,chairedexpertlyonceagainbyJohnWoodsofMoneyfacts,hadthetaskofchoosingfromnearly150entriesacrossthe22categoriesopenforcorporateentries.MythanksgotoJohnandhisteamfortheirherculeanefforts. YouwillseethenameofeachofourCategorySponsorsundereachheadinginthemagazine.MythanksgotothemandIalsoneedtothankourPrimeSponsorTSYSfortheirsupportsincewestartedtheseAwardsin2006.AlsoourSilverSponsor,Ingenico,whoprovidedthepaymentterminalsoneachtableforthecharityraffle.ThankyoutoVocalinkwhosponsoredthechampagnereception,InsigniaCardswhosponsoredthebusinesscarddrawandContisGroup,whosponsoredtheafter-showparty. Finally,Ineedtothankallthosewhoattended.WithoutyouTheCard&PaymentsAwardswouldnotbethepremiernetworkingeventintheindustry’scalendar.Iwouldencourageyoutobookyourtablesearlyfornextyearviaourwebsitewww.cardandpaymentsawards.comwhereyouwillalsofinddetailsofhowtoenterthe2014awards. Ihopethatyouenjoyedthisyear’sawardseveningandthatwewillseeyouagainnextFebruary.
Martin FieldingCEO,TheCard&PaymentsAwards
BEST CARD DESIGN OF THE YEARWinner: Barclays BankBarclays Personalised Debit Card
BEST CARD BENEFITS PROGRAMME OF THE YEAR Winner:AmericanExpressTastefromPlatinumandPlatinumCurated
BEST ALTERNATIVE PAYMENTS PROGRAMMEWinner:i-movoi-movoCashOut:DigitalVoucherSystemHighly Commended - LondonBoroughofBrent&PrepaidFinancialServices-BrentDirectPayments
BEST OVERSEAS PAYMENTS PROGRAMMEWinner: Barclaycard USRing Credit Card
BEST CHARITY CARD PROGRAMMEWinner:AmnestyInternational&TheCo-operativeBankThe Amnesty Inteternational UK Credit Card
BEST SECURITY OR ANTI-FRAUD DEVELOPMENTWinner: Capital OneCapitalOneAnti-FraudDevelopment
BEST CORPORATE SOCIAL RESPONSIBILITY PROGRAMMEWinner:AmericanExpressRealisethePotentialoftheCommunity
BEST TECHNOLOGY INITIATIVE OF THE YEAR Winner: Acceptacard LtdPayatrader
BEST BUSINESS CARD PROGRAMMEWinner: CorporatePayCorporate Pay Virtual Solution
BEST CRM PROGRAMMEWinner:RoyalBankofScotlandGroupRBS & Aimia Your Points
BEST ACHIEVEMENT IN CUSTOMER SERVICEWinner:NationwideBuildingSocietyListening to our customersHighly Commended HSBC Bank - First Direct Credit Card
LIFETIME ACHIEVEMENT AWARDWinner:KenHowes
BEST CARD MARKETING CAMPAIGN OF THE YEAR – CREDIT CARDSWinner: Tesco Bank Frozen
BEST CARD MARKETING CAMPAIGN OF THE YEAR – OTHER PAYMENT PRODUCTS Winner: Barclays Bank Barclays Personalised Debit Card
MOST RESPONSIBLE CREDIT CARD LENDING PRACTICESWinner:NationwideBuildingSocietyProactivePaths
BEST INDUSTRY INNOVATION OF THE YEAR Winner:AmericanExpressAmericanExpress+foursquarePartnership
BEST CARD CROSS SELLING PROGRAMME OF THE YEARWinner:TheCo-operativeBankShop and Win
BEST INITIATIVE IN MOBILE PAYMENTSWinner: Barclays BankPingit
BEST MERCHANT ACQUIRING INITIATIVEWinner: Lloyds TSB CardnetLondon 2012 Games
BEST AFFINITY OR CO-BRANDED CARD PROGRAMMEWinner: Asda & LaSer UKAsda Money Credit CardHighly Commended - Costco&AmericanExpress-TheCostcoTrueEarningsAmericanExpressCreditCard
BEST NEW DEBIT CARD PROGRAMME OF THE YEARWinner: M&S Bank M&SDebitCardwithRewards–DesignedbyCustomersforCustomers
BEST NEW PREPAID CARD PRODUCT OF THE YEARWinner: CitizenCard & ValitorVisa Prepaid CitizenCard
BEST NEW CREDIT CARD PRODUCT OF THE YEARWinner:NationwideBuildingSocietySelect:OutBestEverCreditCardHighly Commended - Asda&LaSerUK–AsdaMoneyCreditCard
INDUSTRY PERSONALITY OF THE YEARWinner: Colin Grannell
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Thisyear’schosencharityisGreatOrmondStreetChildren’sHospital.FayRipley,actressandcookerywriterspokeveryeloquentlyinsupportofthisworthlycause,tellingtheaudiencethattheredevelopmentofGreatOrmondStreetHospitalisthegreatestlogisticalandfinancialchallengeinitshistory,andwillcost£321movereightyears.
Thehospitaliscurrentlyworkingtoraise£45milliontocompletePhase2ofitsdevelopment.
DuringtheAwardsevening,weraisedafantastic£23,000towhichwillbeaddedtheproceedsofsalesofadvertising.
Wethankeveryonewhocontributedsogenerously.
GreatOrmondStreetHospitalChildren’sCharity.Registeredcharityno.235825
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Prime Sponsor MessageAs Prime Sponsor TSYS is proud to support The Card & Payments Awards for the eighth consecutive year since inception.
In2013,TSYScelebratesits30thAnniversaryandourthemeis“LookingBack.MovingForward”...webelievethisisasimilartheme,andmindset,sharedbymostentitiesintheUKandIrishpaymentsmarket.
• Today’spaymentsindustryisaboutspeed-to-marketandinnovation…faster,better,cheaper… anytime,anywhere,anydevice
• Wemustalllearn,andbuildon,ourexperiencefromthepast…takethebestinwhatwe’ve doneandaccomplished…refineit,reinventitandrepackageittomakethingsevenbetter
• Ourbusinesshasbeenbuiltonthe“idealsofvaluingtheworthofeveryindividual”–whether that’sacustomer,partnerorteammember–weunderstandthatifwecancreateapositive attitudeaboutourbusinessandourpeople,thisbecomescontagious(contagiousinagoodway) andwecanhelpimprovetheoverallperception,andsuccess,ofthepaymentsindustry
• TheCard&PaymentsAwardsisanotherexampleofhoweachofus,andourrespective institutions,willplayourownroleincreatingindustry-leadingsolutionsandprovidingservices, productsandcapabilitiesthattheendcustomersneedandwant
TSYS would like to congratulate all the finalists and winners at The Card & Payments Awards 2013.
Kelley C. KnutsonExecutiveVicePresidentTSYS International www.tsys.com
The Card & Payments Awards 2013
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JOHN WOODSChairoftheJudgesandChairman,MoneyfactsGroup
ROGER ALEXANDERChairman, Greenings International
PAUL BERNEYManagingDirector&ChiefMarketingOfficer,Mobile Marketing Association
TRACEY BLEAKLEYChiefExecutive,Personal Finance Education Group
JOHN CAMPBELLVice President, Visa Europe
ROBERT COURTNEIDGEGlobalHeadofCardsandPayments,Locke LordChairman, Prepaid International Forum
UNA DILLONHeadofCardServices&CommunicationsIrishPaymentServicesOrganisation(IPSO)
KEITH DOUGLASGroup General Manager - UK & Ireland MasterCardWorldwide
KEN HOWESPaymentsStrategyAdviserFoundingDirector, Prepaid International Forum
KELLEY K KNUTSONExecutiveVicePresident,TSYS International
PHIL MCGILVRAYVice President, Global Corporate Payments,AmericanExpress
ANNICH MCINTOSHManaging Editor, C&M Publications
KEVIN MOUNTFORDHeadofBanking,Moneysupermarket.com
PAUL RODFORDHeadofCardPayments,The UK Cards Association
THAER SABRIChiefExecutive,Electronic Money Association
CHRIS SKINNERChiefExecutive,Balatro Chairman, TheFinancialServicesClub
MATT SLOANManaging Director, EMEA ,Diners Club International
The Card & Payments Awards 2013
Chairman, Moneyfacts Group Chair of Judging Panel JohnWoods
The Judges//
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The Card & Payments Awards 2013 - The Winners
//BarclaysBankperceivedthattypical payment card designs
expresscorporateidentityandaretraditionallyuncompromisingwhenitcomestocustomers’individualtaste.In February 2012 Barclays Bank, in partnershipwithGemaltoandVisaEurope,launched its Personalised Debit Card intendingtodrivecustomers’emotionalengagement.
Barclaysidentifiesitsdebitcardastheprimaryinterfaceforacustomer’sbankingexperienceandsoitisthemosttangibleandvisibleaspect.Theprogrammeoffersall13millionofBarclays’customersthechancetohavecreativeresponsibility
fortheirowncarddesign–atnocost.AllcustomersrequireisaBarclaysdebitcard, an internet connection and their imagination. Customerscanhavecompletefreedomtochoosetheirdesign,pickingimagesfromthefullbreadthofhumanexperience:lovedones,magicmoments,pets,specialplaces. Barclays store the designs so thatifacardislostorstolenthechosendesigncanbereissuedexactlyasbefore.Customers can change their designs as frequentlyastheywish.
Thisentryhighlightedtheprimarybenefitasbeingincreasedwarmthandemotional
engagementwithitscustomers.Takeupofthepersonaliseddebitcardhasbeenstrongandanalysisoftransactionsbycustomerswithapersonaliseddebitcardwhencomparedagainstastatisticallysignificantcontrolgroupdemonstratedamaterialupliftinthevolumeoftransactions.
Barclays BankBarclays Personalised Debit Card
FINALISTS
WINNER
Asda & LaSer UK Asda Money Credit CardBarclays BankBarclays Personalised Debit CardCapital OneAspire EliteContis GroupcredEcardplusHome RetailGroup&VanquisBankArgos Credit CardM&S BankNewFashionedBanking:SliceofBritishLifeDebitCard
(l-r)AnitaRajdev,ChiefOperatingOfficer,Serverside,aGemaltocompany,DavidReynolds,HeadofUKDebitCardsatBarclaysBank,AlexanderArmstrong,Host.
Best Card Design of the Year
SPONSORED BY
JUDGES’VIEW“thedesignapproachencouragesgreatengagementwiththe brand”
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The Card & Payments Awards 2013 - The Winners
SPONSORED BY
//Inacrowdedaffluentcustomermarketplace,AmericanExpress
sawtheopportunitytotakethePlatinumChargeCardtothenextlevelbytappingintocustomers’passionpoints.TheTastefromPlatinumandPlatinumCuratedprogrammeswerelaunchedin2012todrivehigherengagementandsatisfaction.
WithTasteAmericanExpresspartneredwithrestaurantstobringCardmemberscomplimentaryextras.ThePlatinumCuratedprogrammebringsover20exclusiveeventseachyear.UnderthePlatinumCardpositioning“YourWorld
MoreSpecial”theprogrammessoughttoupliftNetPromoterScoresandSatisfaction.
PlatinumCardholdersareinvitedtoattendanyoftheexclusiveevents.ThesehaveincludedaseriesofprivatedinnershostedbysixfemaleMichelinstarredUKchefsincludingAngelaHartnettandawinetasting in the Moet Hennessey Boardroom. AmericanExpressconsiderthePlatinum Card to be a true companion tocardholders’lives,providingthemwithawidelyacceptedpaymenttool
and also a mechanism to unlock special experiences.Constantinnovationisakeyfactorforsuccessinmaintainingitsmarket leading position. Since the launch ofthesetwoprogrammestheuseofthelifestyleconciergeservicehasdoubledandrequestsforrestaurantbookingsareup43%.Customerserviceratingshaveimprovedwitha19.4%increasein‘Excellent’ratings.
American Express Taste from Platinum and Platinum Curated
FINALISTS
WINNER
American ExpressRealise The Potential LondonAmerican ExpressTastefromPlatinumandPlatinumCuratedCapital OneAspire EliteInterContinental Hotels Group & BarclaycardPriorityClubRewardsBlackVisa,PoweredbyBarclaycardMarriott & LaSer UKMarriottRewardsCreditCardSantander Cards123CashbackfromSantander
Best Card Benefits Programme of the Year
l(-r) Giles Desforges, Vice President, Northern Europe, Affinion InternationalLynda Williams, New Product Development Director for Premium Benefits and Membership Rewards, American ExpressAlexander Armstrong, Host.
JUDGES’VIEW“pitchedperfectlyforthetargetaudience…thisissomethingAmericanExpressdoextremelywell”
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London Borough of Brent & Prepaid Financial Services
Brent Direct Payments
HIGHLY COMMENDED
//Thejudgeshaverecognisedi-movoforitspioneeringalternative
paymentsystemwhichbringsaninnovativeandsociallyusefulpaymentmethod to the UK. CashOut is a digital vouchersystemmakingpaymentstocustomersusingtheexcesscashinretailers’tills.
Usingtextmessagevouchersthesystemaddressesashortcomingofpreviouscashpaymentsystemsbyusingpointofsaletechnology and card payment protocols to confirmsecurelythatthevoucherisvalid.The system predominantly uses PayPoint outletsforcustomerstoredeemvouchers.
Thisprovidesawidespreadnetwork.Theretailersbenefitfromtheincreasedfootfalland the reduction in cash handling costs.
CashOut addresses the statistic that 8 millionadultseitherdon’thaveabankaccount or are unable to use their account duetoover-extendedcredit.
SomeoftheorganisationsusingtheCashOutsystemincludeBritishGas’loyaltybonusesforprepaidcustomers,Gadgets4EveryonetodisbursepaymentsforrecycledgadgetsandE.ONwhohasused the CashOut system to disburse mandated£80fueltopupstovulnerable
groupswithintheircustomerbase.
Thissimplebuthighlyeffectivepaymentmethodisprovidingaverybeneficialandwidelyusedservicetoallstakeholders.Duringthequalifyingperiodpaymentsofmorethan£14millionweremadeusingthe system.
i-movoi-movoCashOut:DigitalVoucherSystem
FINALISTS
WINNER
BarclaycardPrecisionpay
i-movo i-movoCashOut:DigitalVoucherSystem
London Borough of Brent& Prepaid Financial Services
Brent Direct PaymentsO2 Money Telefonica UK& IDT Financial
ServicesO2 Money Account Virtual Visa Prepaid
CardSkrill (Moneybookers)
SkrillWorldPay
WorldPayAlternativePayments
The Card & Payments Awards 2013 - The Winners
Best Alternative Payments Programme
(l-r)JohnWoods,ChairofJudgesandChairmanofMoneyfactsGroupDavidTymm,ChiefExecutive,i-movo,AlexanderArmstrong,Host.
The Card & Payments Awards 2013 - The Winners
//Lowtrustinbankscoupledwiththeproliferationofsocialmediaand
communitybasedreviewswasthecontextwithinwhichBarclaycardUSconceivedBarclaycardRing–thefirstcommunity“crowd-sourced”creditcard.
Withalowinterestrate,nobalancetransferandnoannualfee,Ringisasimplebutcompetitivecard.Uniquely,anonlineframeworkprovidescardholderswiththeabilitytoinfluencedecisionsthataffectthecard’sProfit&LossAccount.Cardholdershavealreadyvotedonlatefeeforgivenessandareduetoprovidefeedbackonotherproducttrade-offsthat
caninfluencetheinterestrate.BarclaycardUSlaunchedRingtoaselectgroupofsocialmediainfluencerswhocouldprovidefeedbackandco-managethecommunityofcardmembers.Acquisitionhasbeendrivenlargelythroughwordofmouthreferrals.
RingallowsBarclaycardUStoraiseitsownprofile;theUScardbusinesshadpreviouslylargelybeendrivenlargelyby co-branded partnerships. With Ring, BarclaycardUShashoneditsinnovationcredentials and is leading the industry in whatmanysaycouldbethefutureofcreditcards.Thesuccessoftheproductisevident
fromthestrongbondandhighleveloftrust the Bank has generated amongst its cardmember community. Compared withtheopenmarket,Ringcardmembersaremoreactiveonlineandpaytheirbillsonline more.
Barclaycard USRing Credit Card
FINALISTS
WINNER
Barclaycard US Ring Credit CardBarclays Wealth & BarclaycardBarclaysWealthCard,PoweredbyBarclaycardCashFlowsPrego Pay2Home ProgrammeContis GroupcredEcardplus&TCSOverseasPaymentProgrammeSkrill (Moneybookers)Skrill
(l-r)JohnWoods,ChairofJudgesandChairmanofMoneyfactsGroupNick Clements, Managing Director UK Cards, Barclaycard Consumer Europe, AlexanderArmstrong,Host
Best Overseas Payments Programme
JUDGES’VIEW“aninnovativesolutionthatanswersapressingneedamongsttheunbankedandwhichalsomakescommercialsenseforallstakeholders.”
JUDGES’VIEW“Veryinnovativewithpotentialforapplicationinotherterritories”
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The Card & Payments Awards 2013 - The Winners
//In2012CapitalOneexperienceda300%yearonyearincreaseintravel
andairline(T&A)fraud.
Therewereonlylimitedexistingoptionstodealwiththisincrease;industryleadingfraudsystemshadalreadybeenimplementedandasbaselinefraudlevelswerealreadylowtherewasaninherentchallengetojustifyROIfornewertools.
CapitalOnecouldnotpreventthefraudstersbyincreasingdeclineswithoutaffectinginnocentcardholders.Howevertheywereableuncoverpreviouslyuntappedinformationheldbytheir
disputesteamwithinitsTS2systemprovidedbyTSYS.
Thisinformationofferedthefraudteamthebasisforasimplebutcompellingsolution.Analysisindicatedthattheleveloffraudissignificantlyhigherwhenthenameofpassengerdoesnotmatchthenameofthecardholder.
ThetimingsofdatafeedsmeantCapitalOnecouldnotdeclinethepotentialfraudbut they could prioritise a call to the cardholder and then the merchant to potentially cancel the booking prior to the traveldate.
Thislowcostbutelegantinitiativepaidimmediatedividends.CapitalOnecancelledover£20,000offraudulentT&Abookingsinjustonemonth,referring3casestoUKpoliceforces.CapitalOneachievedthissuccesswithoutdecliningany genuine transactions.
Capital OneCapitalOneAnti-FraudDevelopment
FINALISTS
WINNER
Barclays Wealth & BarclaycardBarclaycard Wealth Fraud StrategyCapital One CapitalOneAntiFraudDevelopmentLaSer UKLaSer UK + GB Group Anti-Fraud DevelopmentSantander CardsCreditCardAlerts…SafeandSecureWorldPayWorldPay Dispute Management System
Best Security or Anti-Fraud Development
SPONSORED BY
//TheCo-operativeBankandAmnestyInternationalhave
workedtogetherfor20yearstoprovidetheAmnestyaffinitycreditcard.Therelationshiphasevolvedovertimewithfinancialandstrategicgoalsforallpartiesbeingmetviaarangeofinnovativeactivities.
Acriticalreasonforsuccessistheethicalcredentials that both partners share. TheCo-operativeBank’sEthicalPolicystatesthattheBank‘willnotinvestinanybusinesswhichfailstoupholdbasichumanrightswithinthesphereofinfluence’Thisaffinitycardprovides
AmnestysupporterswiththedesiredethicalproductthatallowsthemtoraisemoneyforAmnesty’sworkatnocosttothemselves.
Duringthequalifyingperiod,thecreditcardraisedmorethan£220,000forthecharityandreachedthemilestoneof£3million raised by Amnesty supporters since thelaunchofthecard.
Amnesty International had been celebratingits50thanniversaryandthiswasleveragedwithaDoubleDonationcampaignandsupportedusingawiderangeofmarketingchannels.
TheAmnestyAffinitycardperformswellcomparedwithstandardcardportfoliosforarangeofmetrics.Arecentfocusgroupcontributorcommented“youwouldwanttoflashyourAmnestycard”summarisinghowpleasedCardholderscanbetohelpraisemoneyforthecharityatnocosttothemselves.
Amnesty International & The Co-operative Bank
The Amnesty International UK Credit Card
WINNER
(l-r)KeithBrown,ManagingDirector,Paythru,GethinJames,Trust&CorporateFundraisingOfficerandDavidAblett,RelationshipManageratTheCo-operativeBank,AlexanderArmstrong,Host
Best Charity Card Programme
The Card & Payments Awards 2013 - The Winners
JUDGES’VIEW“Thisprogrammedemonstratesthebenefitsofcongruenceofobjectivesbetweentheaffinitygroupandthecardissuer”
(l-r) Sachen Chudasama, Terri Allsop, Ada Akapala, Transaction Fraud Associates,KevinMatthews-FraudAnalysisManager,DianeNeedham-ApplicationFraudFrontLineManager,NicolaWinter-HeadofFraudStrategy&Analysis,RichCoe-FraudInvestigationsManager,StuartHannan-FraudComplianceManager,MikeKeeton-HeadofFraud,AlexanderArmstrong,Host,JohnHoughton-FraudSystemsTechnicalSpecialistCapitalOne
JUDGES’VIEW“veryimpressedthatthedesiretodrivedownfraudhasledtodevelopmentofanon-proprietarysystemthathasbeenwillinglysharedwiththeindustry”
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The Card & Payments Awards 2013 - The Winners
SPONSORED BY
//AmericanExpressstrivetobegood corporate citizens in the
communitiesinwhichtheyoperate.AsthelargestprivateemployerinSussex,AmericanExpressfeelsthisresponsibilityevenmorestrongly.
In2010AmericanExpresspurchasedthe naming rights to the Brighton &HoveAlbionFCstadiumwiththeobjectiveofusingtheAmericanExpressCommunityStadiumasaplatformtodeliveritsCorporateSocialResponsibilityMission.AmericanExpressalsoformedanotherpartnershipwith“AlbionintheCommunity”,thecharityarmofBrighton
&HoveAlbionandtogetherlaunchedacommunitypartnership-“RealisethePotentialoftheCommunity”.
InoneyearaloneAmericanExpresshasbenefitedmorethan3,000peoplebyengaging500employees-20%ofthelocalworkforce,tosupportqualifiedstafffromAlbioninthecommunitytodeliverCommunityprogrammes.Initiativeshaveincludeddaysoutforyoungdisabledpeople;improvingyoungpeople’sunderstandingoftheimportanceofphysicalactivityandmakinghealthierfoodchoices;allotmentregeneration;children’ssportsfestivals.Anotherelementis
supporting people to gain employment and AmericanExpressisworkingcloselywithAITC’sWanttoWorkProgramme.
In12monthstheresultshavebeenimpressive.Objectiveshavebeenexceededand the partnership recognised at The HouseofCommons,theFootballLeagueTrustandnowTheCard&PaymentsAwards.
American ExpressRealisethePotentialoftheCommunity
FINALISTS
WINNER
AirPlus InternationalTheFinancialServiceIndustry’sFirstEntirely Carbon-Neutral ProductAmerican ExpressRealisethePotentialoftheCommunitySantander CardsSantander Foundation Fund
Best Corporate Social Responsibility Programme
(l-r)MattSloan,ManagingDirectorofEMEA,DinersClubInternationalMelanieGreen,RelationshipManagerforAmericanExpressCommunityStadium,AlexanderArmstrong,Host
JUDGES’VIEW“afantasticprogramme….onewhichwentwaybeyondthenormalboundsofcommunityinvolvement”
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The Card & Payments Awards 2013 - The Winners
SPONSORED BY
//Combiningexistingtechnologyanddevelopingnewtechnology
toprovideamulti-channelpaymentprocessing solution, Payatrader, launched in2012,istheUK’sfirstpaymentprocessing proposition truly designed aroundtheneedsofsmallbusiness.Itsfullyintegratedsolutionallowsuserstoviewallpaymentsfromanychannelinasingle account. The solution also has a GPRSChip&PINterminalwithelectronicreceipting–enablingcardremotepayments,withfullauthenticationandwithouttheneedfordevicepairingoraprinter.
Payatraderallowsforitsportaltobeco-brandedforindividuallargercustomerstoprovideabrandedpaymentexperienceforpartnerssuchasXLNTelecom,Checkatrade,TrustaTraderandOvenU.
WorkingwithThyronSystemsandBarclaycard,Payatraderaimstogivesmallbusinessesrichpaymentfunctionalityandafullycompliantcardauthenticationand processing solution enabling secure paymentinvirtual,mobileandfacetofaceenvironments.Bydesigningwitharuthlessfocusonsimplicityandprocessefficiency,thepricingisacceptableto
smallmerchantswhootherwiserelyoncashandcheques.
ThejudgesconcurredthatPayatraderhasintelligentlyleveragedexistingtechnologyanddevelopedittoproduceacompellingsolution that can attract, recruit and profitablymanagemillionsofsmallandmicrobusinessesthatdidnotpreviouslyaccept cards.
AcceptacardPayatrader
FINALISTS
WINNER
AcceptacardPayatraderAurora Fashions & ikano Financial ServicesCardApplicationProcessingviaiPadsBarclaycardPayBandBarclaycardPrecisionpayFairFX & Wirecard Card SolutionsFirstUKCurrencyProvidertoofferMobile BankingPaythruParkREGpoweredbyPaythru
Best Technology Initiative of the Year
(l-r) Cillian Wright, Marketing Director, Ingenico, Bill Thomson, Managing Director, Acceptacard, Linda Cook, Marketing Director, Acceptacard, Mike Parry, TechnicalDirector,Acceptacard.AlexanderArmstrong,Host
JUDGES’VIEW“agreatexampleofthedevelopmentofexistingtechnologytomeetcommercialrequirements.”
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The Card & Payments Awards 2013 - The Winners
SPONSORED BY
//CorporatePay’suniqueandeffectivevirtualprepaidcard
technologysolutionwasdeemedtobethecompellingwinneroftheBestBusinessCardProgrammefor2013.TheCorporatePayprogrammehasenjoyedveryimpressivecommercialsuccesswithinthequalifyingperiod.UsingtheCorporatePayvirtualprepaidcardtechnologysolution,businesses can generate single use cards ofaspecificcardtypeandcurrencyinrealtimeandformultiplesectors.
Withanincreasinglyimpressivefootprintinthetravelsector,thesolutionisusedbytravelagents,touroperatorsandtravel
companieswhorequiretheabilitytomake real time payments in a controlled mannertomultiplesuppliersforasinglebooking.ThesolutionforvirtualpaymentshasallowedCorporatePaytodevelopadominantpositionwithinthetravelsectorwithanewpeakseasonusage high in 2012.
UseoftechnologyhasbeenattheheartofCorporatePay’srapidgrowth:includingdirect API integration and integration into variouscoreindustrytechnologypartners,anonlineuserinterfaceandenhancedsectorspecificfeaturestosupportthetravelindustry.Thisenablesusersto
reconcileagainstinformationthatisrelevanttothem.Companieshaveaccesstoafast,efficient,transparentandcosteffectivesolutiontoprocesspaymentsinhighvolumesandwithaccesstoasingleviewofallvirtualtransactionson a daily basis.
CorporatePayCorporatePay Virtual Solution
FINALISTS
WINNER
Access Prepaid Worldwide & Raphaels BankCashPassport&ErasmusTravelProgrammeAirPlus InternationalTheFinancialServicesIndustry’sFirstEntirelyCarbon-Neutral ProductBank of IrelandBusiness Card ProgrammeCashFlowsCashFlowsBiometricPrepaidCardCorporatePayCorporatePay Virtual SolutionMarriott & J.P. MorganThe UK Marriott Purchasing Card
Best Business Card Programme
(l-r)AdrianGarton,ManagingDirector,TSYSManagedServicesEMEAMylesStephenson,CEO,CorporatePay,AlexanderArmstrong,Host
JUDGES’VIEW“Veryimpressivevolumesoftransactionsforsucharelativelynewapplication”
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SPONSORED BY
//Your Points is Royal Bank ofScotlandGroup’sloyalty
programme that sits alongside their credit card products. Cardholders are able to earn1pointforevery£1spent.Pointscanberedeemedfortravelrewards,wineoffers,highstreetvouchersandmerchandise.
RBSGandAimia’sanalysisevidencedthatpointsredemptiondrivescustomerengagement,upliftsspendandincreasesprofitability.ThisinsighthasbeenincorporatedintotheCRMactivitythroughthedevelopmentofpropensitymodelstoidentifycustomersmostlikely
to redeem. Additional supplementary modelsweredevelopedtoidentifythemostappropriateredemptionrewardtoofferthesecustomers.ThesemodelswereimplementedinQ42011customerstatements
ByeffectiveuseofCRM,RBSGwasabletoleveragethecorrelationbetweenmodelscore and actual redemption rate. 1 in 4 customers in the highest scoring decile wentontoredeem.UseofCRMwiththiscampaignallowedRBSGtoincreasetheirresponseratesby101%overallandatotalof1billionpointswereredeemed.Afterredemption,theaveragecustomerspend
roseby49%.Thisimportantlyreinforcesthevalueoftheprogrammetocustomers,drivingongoingengagement,cardusageandprofitability.ItalsoallowedRBSGtomanageitspointsliabilityeffectivelyandalsodriveamaterialincreaseinemailmarketingpermissionsforinclusioninfuturecampaigns.
Royal Bank of Scotland Group RBSG & AIMIA Your Points
FINALISTS
WINNER
Marriott & LaSer UKMarriottRewardsCreditCardNationwide Building SocietySelecting The BestRoyal Bank of Scotland GroupRBSG & AIMIA Your PointsSantander CardsCRM…AsEasyAs123Virgin Atlantic Airways & MBNAThe Virgin Atlantic Credit Card Account
Best CRM Programme
(l-r)MitchArmstrong,Director-ClientSolutions,ACIWorldwide,TinaChristisonDataPlanningDirector,ProprietaryLoyalty,Aimia,MattCarterHeadofCustomerEngagement,RBSG,AlexanderArmstrong,Host
JUDGES’VIEW“paysfarmorethanlipservicetotheuseofdatatodriveresults.”
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HIGHLY COMMENDED HSBC BankFirst Direct Credit Card
SPONSORED BY
//ByNationwide’sownadmission,therewasaprocessfocusrather
thanaservicefocusforcustomercontactwithcreditcardholdersatthestartof2012.Withitswinningentry,thejudgesrecognisedthesignificantimprovementsdeliveredtocustomerservicewithamaterialre-engineeringoftheapproachtocustomerservice.
Recognisingthatcustomerexperiencewasbelowpar,Nationwideinitiatedaredesign.NationwideusedNunwoodservicesatisfactiontracker(ST)scorestoassesscustomerfeedbackandwiththeappointmentofaCustomerExperience
Manager used the ST data to highlight theareasforimprovement.Anewrecruitmentprocesssoughttofocusmoreon communication skills.
Roadshowscommunicatedtokeyfrontlinestakeholderstheimportanceofcustomersatisfactiontargetsandempoweredthemtoimprovefirstcallresolution.ContractswithNationwide’sthirdpartycallcentre,TSYSManagedServiceswereamendedtorewardachievementofSTscores.Qualityandcoachingsessionswereimplementedwithnewknowledgeexperts.Allofthishasbeenwrappedwithsimplifiedcustomerfacingprocesses.
TheresultswereAwardwinningwithmarketleadinglevelsofcustomersatisfactionshowingNationwidewithasignificantleadonitsnearestcompetitor,complaintlevelsmateriallyimprovedandfirstcallresolutionsignificantlyhigher.ThetargetedlevelsofSTwerealsoachievedforallfourmonthstoOctober2012.
NationwideBuildingSocietyListening to our customers
FINALISTS
WINNER
AIB Merchant ServicesAIBMerchantServicesCorporate Account SpecialistsAsda & LaSer UKAsda Money Credit CardBarclaycard eStatementsBarclaycardMobileAccountServicingHSBC BankFirst Direct Credit CardNationwideBuildingSocietyListening to our customers
Best Achievement in Customer Service
(l-r) Keith Douglas, Group General Manager, UK and Ireland MasterCardRudolfHeafHeadofBankingOperationsandTerryKaye,DivisionalDirectorCustomerOperations,Nationwide,AlexanderArmstrong,Host
The Card & Payments Awards 2013 - The Winners
JUDGES’VIEW“Thiswasascomprehensiveprogrammeofimprovementascouldbeexpectedtobeachieved”
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//KenHowesisawell-knownvoicewithinthecardsindustryhaving
hadaverysuccessfulcareer. Kenspent26yearswithMidlandBankwithexecutivemanagementpositionsincludingCardServicesDirector,Electronic Banking Director and Head ofPaymentsStrategy.HealsospentayearoverseeingtheHSBCGroupcardbusinessesinover25countriesworldwide.DuringthistimeKenwasinvolvedinleadingedgedevelopmentssuchasSwitch,thentheUK’smajordebitcardprogrammewherehewasoneofthefoundingfathers,andMondexwhichwasanearlystageinnovativeprepaidsmart
cardschemedevelopedinconjunctionwithNatWestandsubsequentlypurchasedby MasterCard.
KenjoinedEdgarDunnandCompanyin1996helpingtosetuptheLondonoffice.KenwasresponsiblefortheEuropeanoperationsofEDCandamemberofthefirm’sexecutivemanagementcommitteeuntil his retirement in 2010. During his timewithEDChebecameextremelywellknownintheemergingprepaidcardsectorwhereheheldexecutiveresponsibilities throughout the formationofthePrepaidInternationalForum(PIF)aglobalnot-for-profittrade association established to
represent all parties participating on a commercial basis in the prepaid economy.
Ken’strademarkishishighprofileandleadingedgeconsultancyassignmentsforblue chip organisations in many countries throughouttheworldonawidevarietyofpayments-relatedtopics,whichgiveshimatrulyglobalperspective.Hisvisionandstrategicthoughthaveallowedhimtoreachthetopofhisprofession.
KenHowesWINNER
Lifetime Achievement Award
(l-r) Laura McCracken, Partner, Payments Practice, The Ashton PartnershipKenHowes,AlexanderArmstronghost
JUDGES’VIEW“aconstantandwelcomingpresencewhohasalwaysworkwiththeindustry’sbestinterests.”
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SPONSORED BY
//In late 2011 Tesco Bank launched its Frozencampaignwithanambitious
target to recruit customers at a modest costperacquisition.TescoBankneededitsmarketingcampaigntodeliverresultsbeyondthenormfortheplannedlevelofinvestment.
Thekeytosuccesswasahighlyefficientmulti-mediacampaigntargetedatexactlytherightcustomers.TescoBankachievedthis by analysing the 15m strong Tesco Clubcarddatabasetoidentifywhichcustomerswouldbemostlikelytowelcomethe Tesco Bank Credit Card. The campaign
messagewouldsuitthefamilycentricneedsoftheseprospects–ClubCardpointsoneverypurchase,0%onpurchasesfor16monthsandthechanceto‘winbackthecostofChristmas’inaprizedraw
CarefulgeomappingallowedTescoBanktoidentifystoreswiththeoptimumdensityofshoppersmostlikelytorespond.TescoBankthendiligentlycraftedamarketingcampaignthatinvolveddirectmailandemail, outdoor media tactically placed near to the 165 chosen stores, in-store media including hanging boards, instore displays and social media.
Tesco Bank hit its ambitious target thanks toahighlyefficientcampaignthatdeliveredresultswithoutwastingmoneyorenergyandattherequiredcostofacquisition.
Tesco BankFrozen
FINALISTS
WINNER
Asda & LaSer UKAsda Money Credit CardBarclaycard‘AmazingMay’M&S BankM&S Credit Card ‘Points Millionaire’CampaignSantander CardsLaunchof3%CashBackonNational Rail and TFLSantander CardsYouSpend,YouSaveTesco BankFrozen
Best Marketing Campaign of the Year – Credit Cards
(l-r)FromTesco,BankBenNorthcott,DonaldMacLeod,JonLake,DonnaMurray, Gillian Robson, Richard Cooper VP International Marketing Strategy FIS, ShonaSmith,DaveTickle,LauraFenton,PatriciaScott,AlexanderArmstrong,Host
JUDGES’VIEW“greatuseofanalyticsandaveryintelligentmulti-channelcampaignwithincrementalacquisitionfromanalreadyhighlypenetratedcustomerbaseatanextremelylowcostofacquisition.”
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//In February 2012 Barclays launched their Personalised Debit Card
Programme(BPC)whichenablescustomers to customise their Visa debit cardwithanimageoftheirchoice.
ThefullyintegratedmarketingcampaignforBPCaimedtotellbothexistingandpotentialcustomersabouttheserviceanddrivetheuptakeofBPC.ItalsoreinforcedhowBarclayshelpscustomerstoshapetheir banking to suit their needs.
InsightshowedthatcustomerswithBPCswouldtransactmorefrequentlydrivingbothcustomerengagementandalsoallowingBarclayscardstogain
marketsharefromcash.Researchindicat-edthatalthoughvaluedbyallagegroups,resonancewasgreatestamongstunder35s. So the channels chosen held the greatest appeal to these customers. Use ofsocialmediaincludedFacebookcompe-titionandotheractivity,Flickr,Yahoowithinnovativeandinteractivecontents.
HighlevelsofawarenessweredrivenwithabovethelineadvertisingincludingTVandPressadvertisingandLondonUnderground digital escalator panels. The campaignwassupportedwithdirectmailandbranchbasedactivity.Thecreativemessagewas“CarryaSmilewithYou”andasafirstforBarclaysstarredemployees
intheadverts.Thisfeatureundoubtedlyassistedindrivingcolleagueappealwhichinturndrovewidercolleagueengagement.Campaignresultswereverystrongandhad increased applications by 211% whencomparedwiththepre-campaignactivity.SocialMediafeedbackhasbeenstrongandhasprovidedBarclayswithanexcellentandwidenedbasetocommunicatewithcustomers.
Barclays BankBarclays Personalised Debit Card
FINALISTS
WINNER
Barclaycard - PayBandBarclaycardWirelessFestival2012BarclaycardPayTagBarclays BankBarclays Personalised Debit CardSkrill (Moneybookers) &Wirecard Card Solutions“ScorewithSkrill”Euro2012campaign
Best Marketing Campaign of the Year – Other Payments Products
(l-r)RaviKumar,DaveReynolds,MurtuzaMehvee,RichardCooper,VPInternationalMarketingStrategy,FIS,JamesBlackwell,AmyWilliams,VickieHarris,EmmaPattenandAlexMarshallfromBarclays,AlexanderArmstrong,Host
JUDGES’VIEW“emotiveabovethelineadvertising…..greatuseofsocialmedia and other digital channels and strongstaffinvolvement.”
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//ThejudgeshaverewardedNationwideforitsProactivePaths
ProgrammeofResponsibleLending.ThesixpathwaysareClarity,Capability,Transparency, Control, Fairness and Forbearance.
The detailed entry demonstrated the comprehensivelengthsNationwidegoestoinordertoensureitsreputationforresponsible lending.
Buildingonthe2011“InBalance”campaign, the results continue to be justasstrikingwithcardholderconfidenceimprovedandaccount
volumes,balancesandtransactionsatrecordhighs,witharrearsfallingandprofits20%overplan.
Nationwidechampionsclaritythroughclearcommunicationofitsproducts.TheBuildingSocietyfostersCapabilitybywayofitsfinancialeducationprogrammes.Transparencyispromotedwithsoftquoteswithoutanycreditreferenceagencyfootprint.
Control has been championed by improvementstointernetbankingtomake account management easier and consentisalsorequiredbeforelimitsare
increased.Fairnessisexemplifiedwiththescrappingofthe£12returnedpaymentfeesavingcustomersnearly£500kandby encouraging minimum payers to pay more.Forbearanceisfosteredwithdebtadviceforcardholdersandpost-arrearsrepayment plans.
Nationwide Building SocietyProactivePaths
FINALISTS
WINNER
CompuCredit UK & Raphaels Bank The Rise Visa Credit CardMBNACustomer Assistance Accreditation ProgrammeNationwide Building SocietyProactivePathsSAV CreditAquaCard
The Card & Payments Awards 2013 - The Winners
Most Responsible Credit Lending Practices
(l-r)MarcO’Brien,ManagingDirectorforUK,VisaEuropeJohnBrennan,SeniorManagerforBankingRegulation,NationwideBuildingSociety,AlexanderArmstrong, Host
JUDGES’VIEW“Nationwidejustdothiskindofthingsowell…..itisintheirmake-up.”
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SPONSORED BY
//Inmid2012AmericanExpresslaunchedauniquepartnership
withfoursquareenablingcardmemberstounlocklocation-basedoffersfromhighstreet brands and then redeem them effortlesslywithouttheneedtopresentanyvoicecodesorevenshowtheirmobiledevice.SavingsareautomaticallycreditedtotheCardmembersAmericanExpressaccountwithin3–5daysensuringacompletelyfrictionlesstransactionforbothbuyers and sellers.
WiththisinnovativedevelopmentAmericanExpresshasturnedthefoursquarecheck-ins into commerce by connecting
merchantstocardholdersanddeliveringrealvaluetoboth.MerchantpartnersbenefitbyreachingmorecustomersfromAmericanExpress’stypicallyhighspendingcustomer base but also easily and effectivelymeasurethesuccessoftheirlocationbasedmarketingeffortsduetotheefficiencyofAmericanExpressinformationsystems.
AmericanExpressleveragessocialmediaspacetoengagewithcardmemberssothattheyareabletorealisethefullvalueofsyncingtheirAmericanExpressaccountwithfoursquare.Injust3monthscardmemberswereabletorealise£150,000
ofsavingswitha91%redemptionrateshowingtherelevanceofcontentdelivered.
ThedevelopmentispartofAmericanExpress’sstrategytodigitisecoreassetsand securely connect its cardmembers and merchant partners through social technologydeliveringaddedvaluetoboth.
American ExpressAmericanExpress+foursquarePartnership
FINALISTS
WINNER
AcceptacardPayatraderAmerican ExpressAmericanExpress+foursquarePartnershipCashFlowsCashFlowsAccountElavon Merchant ServicesEnablingBusiness–CardProcessingforaNewMarketSegmentMoneycorp & Clydesdale BankExplorerPrepaidCardO2 Money Telefonica UK &IDT Financial ServicesO2 Wallet
Best Industry Innovation of the Year
(l-r)LindaLarson-Davis,VicePresident,ClientDevelopment,FirstDataRafaelMarquez,VicePresident-Acquisition&CustomerMarketing,AmericanExpress,AlexanderArmstrong,Host
JUDGES’VIEW“thisisinnovationanditisveryNOW!Meetstheneedsofbothissuingandacquiringsideofthebusiness.”
+
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//Buildingonthesuccessoftestinitiativeswhichwererewarded
atlastyear’sAwards,TheCo-operativeBankextendeditscrosssellingactivitytodeliveritsfirsttrulyintegratedcrossgroupactivitythatusedaboveandbelowthelinemarketingactivity.Co-operativeBankingcreditanddebitcardswerethemechanismtodeliverincrementalsaleswiththeaddedbenefitofincreasingcardtransactionsandreducing dormancy.
Consciousnottoover-contactthecustomerbasedirectly,anabovethelinecampaignwasconsideredagoodfirststep
forthecrosssalesprogramme.Inlate2011,theCo-operativeGroupranaShopandWincampaignforitscardholderswhowereincentivisedtospendacrossthefamilyofCo-operativebusinesses.
Cardholderswereofferedthechancetowinexcellentprizes.RunthroughoutthefamilyofCo-operativebusinessesthecampaign included promotion on Facebook andTwitter;promotionwithinFoodstoresbyin-storeradio,postersandtillscreens;posterandwebsitepromotionfortheTravelbusinessandtillscreenadvertisinginPharmacies.Resultswerecompelling
withlike-for-likesalesup8%overthepreviousyear.Cardsalesforfoodwere10%up.Thenumberofdormantaccountsdecreased by 3,000 during the period and therewerealsostrongincreasesincardbalances and interchange and interest income. d”
The Co-operative BankShop and Win
FINALISTS
WINNER
American ExpressIdentityDefencePlatinumBarclaycardBalanceTransfersThe Co-operative BankShop and Win
Best Card Cross-Selling Programme of the Year
(l-r)NeilSpanswick,GroupExecutiveManager,Sales&MarketingCitymain,partofSPBGroup.JohnPawsey,ValueManager,DavidLawton,CreditCardProductConsultantTheCo-operativeBank,AlexanderArmstrong,Host
JUDGES’VIEW“thisprogrammeshowedthatstrongtestresultscanbesuccessfullyreplicatedacrossagroupifproperlyimplemented”
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SPONSORED BY
//Launched in February 2012, Barclay’speer-to-peermobile
paymentservicehasbeenwarmlyreceivedby users and critics alike and in a strong categorywonplauditsfromthejudges.TheBarclaysPingitmobileappallowsanyonewithaUKbankaccountandasmartphonetosendandreceivecashusingtheirmobilephone.
ContinuingBarclaystraditionforinnovation,Pingitispartoftheirstrategicvisiontocontinuetoadaptnewtechnologyandextendtheirreach.Thecontextforthe
developmentofPingitwastheforecastincrease in global mobile payments coupledwiththefactintheUKtherewasnotadiscreetbankaccounttobankaccountserviceforPersontoPersontransactions.By2015BarclaysexpecteveryoneintheUKwillhaveasmartphone.
PingitcustomersdownloadtheappfreeandcaninstantlymaketransferstoanyonewithaUKbasedmobilephoneandacurrentaccountwithanyUKbank.Since launch Barclays has continued to innovatePingit:increasingpaymentlimit
from£300to£750,registeringmultiplephones, sending payment reminders and facilitatingcharitypayments.
At entry, 1.15 million apps had been downloadedandontheAppleappstorePingit had more than 6000 customers ratingit4.5starsoutof5.
Barclays BankPingit
FINALISTS
WINNER
Acceptacard PayatraderBarclaycard PayTagBarclays Bank PingitElavon Merchant Services Secure Mobile Card Processing, Anytime,AnywhereLloydsTSB and Samsung - Visa, Lloyds TSB and SamsungOlympicMobilePaymentsShowcaseO2 Money Telefonica UK & IDT Financial ServicesMoneyMessagefromO2
(l-r)SeanGilchrist,DirectorofDigitalBanking,Barclays,DonaldMacDonald,ManagingDirector,Giesecke&Devrient,DerekWhite,ChiefCustomerExperienceOfficer,Barclays,AlexanderArmstrongHost
Best Initiative in Mobile Payments
JUDGES’VIEW“Inaverycompetitivecategorythejudgesfoundtherapidandsmoothexecutionofthisproductextremelycompelling.”
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SPONSORED BY
//ThroughitspartnershipwithVisa,LloydsTSBCardnetwasasked
toprovideapaymentsinfrastructurethatwoulddeliverafirstclasscardacceptanceforLondon2012.
Lloyds TSB Cardnet needed to design, buildandsupportaplatformthatwoulddeliveronpaymentacceptanceandalsoshowcaseContactlesstechnologyandNFCcapabilities,inclusiveofhighvaluepayments.
ItneededtoworkwithLloydsCardissuing,SamsungandVisatodeliverthebiggestshowcaseofNFCatanysportingevent.
Theprojectstatisticsareeyewatering:LloydsTSBCardnetsignedup87%ofmerchantsinvolved;theyaccredited7merchant integrated POS solutions and theyfullydeployed3100bespokecardacceptanceterminals;theysuccessfullyprocessed£450mofticketsales;theydesigned, built and deployed procedures thatensuredanyfaultydevicewasfixedorreplacedwithin15minutes;theyrecruitedtrained,uniformedanddeployedateamof300volunteerstodealwithterminaldeliveryandPOSandorganisedtrainingforover14,000merchantstaff.CardacceptanceattheGameswasdeemedagreatsuccessandformerchantsin
theFoodandBeveragesectorwhichtraditionallyseeveryhighproportionsofcashtheexperiencewasgamechanging.
AnothersignificantmeasureofsuccesswasContactlesstakeupwithContactlessrepresenting10%overalland20%oftransactionsunder£20.
LloydsTSB CardnetLondon 2012 Games
FINALISTS
WINNER
AIB Merchant ServicesTransactionAgeCashFlowsCashFlowsAccountChase Paymentech Europe LtdPaymentsExpertiseThatPowersGrowthLloydsTSB Cardnet London 2012 GamesWorldPay Streamline broadens core proposition in timeforLondon2012
The Card & Payments Awards 2013 - The Winners
Best Merchant Acquiring Initiative
(l-r)AstonSinfield,ManagingDirector,SynergySelection,RogerJohnson,BernieHollywood,CatrenaMcgivern,alldedicatedprojectteammembersforLloydsTSBCardnetLondon2012Games,AndrewEngland,ManagingDirector,TransactionBanking,LloydsBankingGroup,AlexanderArmstrong,Host
JUDGES’VIEW“facedwithanimmenselogistical challenge, LloydsTSB Cardnet deliveredonspecificationandontime”
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//In 2012 M&S Bank launched a compelling debit card programme
withitsnewM&SPremiumCurrentAccount.Theculminationofthreeyearsofcustomerinsight,thejudgesconcurredthatM&SBankhavelaunchedadebitcardprogramme“DesignedbyCustomersforCustomers”.AbankingrelationshipwithitscustomersoffersM&Sopportunitiesforcross sales and other opportunities.
The rich product proposition is a packaged currentaccountpricedatamonthlyfeeof£15permonthwithouttravelinsuranceor£20permonthwithinsurance.The
programmeleveragesthefeatureswhichM&Scustomerssought:rewards,firstclassserviceandaccesstoM&Streatsanddelights,allfromatrustedbrand.
The programme includes a stylish Conran designed Debit Card, Contactless Payments, M&S loyalty points on debit card purchasesinM&S,£40ofM&Svouchersper annum to spend in clothing and home, complimentaryM&SCafédrinksvouchers,automatic£500overdraft,treatsanddelightsissuedevery10weeks,invitationstostoreeventsandoptionalbestinclassannualworldwidefamilyinsurance.
TheearlyindicationsforM&SBankwereextremelystrongwithtargetsbeingexceededforthepre-registrationcampaign. The launch campaign in September2012leveragedtheM&SStorenetworktopromoteandrecruitcustomerstothePremiumcurrentaccountfocusingonthosestoreswithhighestfootfall.
M&S BankM&SDebitCardwithRewards-
DesignedbyCustomersforCustomers
FINALISTS
WINNER
Bank of IrelandBankofIrelandDebitCardBarclays BankPersonalised Debit Card ProgrammeDuncan LawrieDuncanLawrieVisaSimplyoneM&S BankM&SDebitCardwithRewards-
DesignedbyCustomersforCustomers
(l-r)UnaDillon,HeadofCardServicesandCommunications,IrishPaymentsServicesOrganisation(IPSO)AndrewHendrie,HeadofMarketingCommunications,M&SBank,AlexanderArmstrong,Host
Best New Debit Card Programme of the Year
The Card & Payments Awards 2013 - The Winners
//Asda,throughitsnewfinancialservicesbrand,AsdaMoney,
partneredwithLaSerUKtolaunchanewproduct: the Asda Money Credit Card. The product is a simple no-gimmicks card that givesagenerousreward,designedtodeliver‘truesavingeveryday’.ThecardproductwasdesignedtoreflectAsda’sbrandvaluesofQuality,Value,PriceandTrust.
Thegenerouscashbackpropositionof1%onAsdaspendand0.5%oneverythingelseissimpleandstraightforwardwithoutcaveatsto the cashback or spending. This directly addressedinsightsidentifiedinresearch–ahighproportionofAsdacustomersheldtheviewthattheyneedtospendalottoget
rewardsandrewardschemesdon’ttranslateintosavings.Additionalproductfeaturesincludefreehomeshoppingdeliveryonspendover£125,nocashadvancefeeonAsdaTravelMoneyandaPriceGuaranteetobe10%cheaperthanTesco,Sainsbury’sandMorrison’s.
AsdaandLaSerUKworkedtogethertomovefromconcepttoproductlaunchwithin6months.Theproductwaslaunchedwithafullyintegratedmarketingcampaignincluding national ad campaign and the launchwasunderpinnedbyprovidingallAsdacolleagueswithadditional1%cashbackonAsdaspendforthefirstthree months.
TheAsdaMoneyCreditCardhasdeliveredexceptionalresultssincelaunchandhasshownthatthesimplebutcompellingproductresonateswithcustomers.Thishasresulted in increased brand loyalty and engagement.
ForLaSerithasbenefitedfromthedeliveryofaproductthatstandsoutinthemarketplaceaswellascommercialbenefitsthroughexceedingacquisitionand spending targets.
Asda & LaSer UK Asda Money Credit Card
FINALISTS
WINNER
Asda & LaSer UK Asda Money Credit Card
Costco & American ExpressThe Costco True Earnings American
ExpressCreditCardInterContinental Hotels Group &
BarclaycardPriorityClubRewardsBlackVisa,
PoweredbyBarclaycardM&S Bank
M&S Credit CardNew Look & Ikano Financial Services
NewLookCardProgrammeVirgin Atlantic Airways & MBNA
The Virgin Atlantic Credit Card Account
Costco & American ExpressThe Costco True Earnings
AmericanExpressCreditCard
HIGHLY COMMENDED
Best Affinity or Co-Branded Card Programme
(l-r)KevinMountford,HeadofBankingMoneysupermarket.comandmemberofthejudgingpanel.StephenHunt,ChiefExecutive,LaSerUKKirstyWard,HeadofFinancialServices,Asda,AlexanderArmstrong,Host
JUDGES’VIEW“asalateentrantinthesupermarket credit card market Asda benefitedfromrivals’experiencestoproduceoutstandingresults.”
JUDGES’VIEW“theM&Sdebitcardprogrammehasbeenexcellentlythoughtthroughandimplemented.”
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//LaunchedinJanuary2012theNationwideSelectCardcarried
theconfidentpromise‘ourbestevercreditcard’.
The product aimed to meet the corpo-rateobjectiveofrewardingcustomerswithamaincurrentaccountrelationshipandthefinancialobjectivesofincreasingactivations,usage,spendandultimatelyborrowing.
ThejudgesfoundSelecttobeacompellingallroundpropositionwitharichrangeoffeatures;acombined0%purchase
andbalancetransferintroductoryoffer,cashback,unlimitedcommission-freeoverseasusageandaccesstotheSimplyRewardsbenefitsprogramme.
Acomprehensivelaunchcampaignusingcleartransparentcommunicationswasfocusedoncommunicatingwiththeexistingcustomerbase.AtthetimeoflaunchtheofferwasmarketleadingandwaspositionedatthetopofthelistingsinfourMoneySupermarket.comcategories;Purchases,BalanceTransfer&Purchases,OverseasSpendingandExclusiveDeals.
SincelaunchSelectvolumeshavesignificantlyexceededplanwithamaterialincreaseintheuptakeofcreditcardsamongst current account holders.
Allthekeymetricsassociatedwithcreditcardusagehavebeenveryfavourableandgenerallevelsofcustomersatisfactionlevelsacrossallservicechannelshaveincreased too since the launch.
Quoteswhichaccompaniedthelaunchwere‘agreatallroundpackage’and‘acrackingdealwhichmayleadotherstofollowsuit.’s
Nationwide Building SocietySelect:OurBestEverCreditCard
FINALISTS
WINNER
Amazon & MBNAAmazonRetailFinanceCardwithApply&BuyAsda & LaSer UK Asda Money Credit CardBarclaycard Global Business Solutions Barclaycard Business CashbackMarriott & LaSer UKMarriottRewardsCreditCardMBNAMBNARateForLifeNationwide Building SocietySelect:OurBestEverCreditCard
Asda & LaSer UK Asda Money Credit Card
HIGHLY COMMENDED
Best New Credit Card Product of the Year
(l-r)BobEvans,ManagingDirector,TSYSEurope,PaulCarvell,HeadofCreditCards,NationwideBuildingSociety,GarethDavies,SeniorManagerCreditCards,NationwideBuildingSociety,AlexanderArmstrong,Host
The Card & Payments Awards 2013 - The Winners
SPONSORED BY
//Withincreasingacceptanceofelectronic payments and the
needtocontrolrisingyouthdebt,inJuly2012theVISAPrepaidCitizenCardwaslaunchedandisEurope’sfirstcombinedphotoIDproofofageandreloadableVisaprepaid card.
Managed by White Eagle, the card is based on the original CitizenCard established as theUK’smostwidelyrecognisedIDcardbearingthe“GovernmentApproved”PASS mark. Using MCC coding in the magnetic strip the card can deny
access to certain age inappropriate goods andservices.Thecoretargetmarketsforthiscardarebrokendownintothefollow-ingagebands12+,16+,18+and21+withaseparatedesignforeachgroup.
Itcombinesallthefunctionalityandbenefitsofaprepaidcardtogetherwiththeattributesofaproofofageidentitycard.ThecardcanbeboughtforaoneofffeeandiseasilyreloadableviaPayPointandPostOfficebranches.ThecardprovidesuserswithSMSandonlineaccountmanagement.
There has been substantial early adoption oftheVisaPrepaidCitizenCardsincelaunchwithstronggrowthplansfor2013.The Visa Prepaid CitizenCard combines thebenefitsofaprepaidcardwithageverificationandisanexcellentvehicletointroduceyouthtofinancialmanagement.
CitizenCard & ValitorVisa Prepaid CitizenCard
FINALISTS
WINNER
CashFlowsCashFlowsBiometricPrepaidCard
CitizenCard & ValitorVisa Prepaid CitizenCard
CorporatePayCorporatePay Virtual Solution
Moneycorp & Clydesdale BankExplorerPrepaidCard
O2MoneyTelefonicaUK&IDTFinancialServices
O2 Money Account Visa Prepaid CardRamsdens & Wirecard Card Solutions
RamsdensTravelCards–AnInstantHit!
Best New Prepaid Card Product of the Year
(l-r)NickBaines,SeniorDirector,ClientRelationsTSYS,AndrewChevis,CEO,CitizenCard Philippe Hardy, Sales Director, White Eagle (Europe) PlcAlexanderArmstrong,Host
JUDGES’VIEW“thecombinationofapaymentmethodwithageverificationisacompellingformulainitstargetmarket.”
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//Werememberthewarmglowthat bathed the nation in 2012
withthesuccessoftheOlympics.Forthisyear’srecipientofIndustryPersonalityoftheYeartheOlympicGamesareverycloseto his heart.
VisahasbeeninvolvedintheOlympicGames since 1986 and at that time the winnerofthisyear’sIndustryPersonalityoftheYearwasworkingatMidlandBank(nowofcoursepartofHSBC).
HesubsequentlyjoinedVisaEuropein1990andasheadofVisaEurope’sSponsorshipteam,thisyear’swinner,ColinGrannell,hasbeeninvolvedwith11summerandwinterOlympicGames
culminatingwithLondon2012.ThescaleofthesponsorshipprojectforLondon2012wasimmenseandColinandhisteamdeliveredwithaplomb.
WithinVisa,thebriefwastoshowcasetheirvisionforTheFutureofPayments.Aspartofthis,ColinandhisteamputaveryextensiveVisainfrastructureinplace.
ColinplayedaverysignificantroleinthedeliveryofVisa’ssponsorshipandthatroleultimatelyhadaverypositiveimpactonthewiderOlympicGamesandbeyond;bothintermsofalastinglegacyforBritishSportandasignificantand sustained boost to the UK economy.
Hewaspartofthesupportteamthatpublished:RaisingtheBar–areviewofUKSport administration and sat on the British OlympicAssociationAdvisoryBoard.
HispreviousrolesincludeHeadofConsumer Products and Managing Director Visa UK.
Colin GrannellWINNER
SPONSORED BY
(l-r)JoseCarvalho,VicePresident&HeadofUK,AmericanExpressGlobalNetworkServices,ColinGrannell,AlexanderArmstrong,Host
Industry Personality of the Year
KenHowes
JUDGES’VIEWThejudgesunanimouslyvotedColinGrannellIndustryPersonalityoftheYear.
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The Card & Payments Awards 2013
KarenCoe,KevinWarren,SarahCole,DanielBlondell,KarenDeaconandRobinChismonfromGemalto.
JeremyStevens(IntelligentEnvironments),DanClappison(TSYS),DaleEastham(IntelligentEnvironments),SteveThompson(FIS),JerryMulle(IntelligentEnvironments),LizFretwell(IntelligentEnvironments),MikePalmer(HRG),ColinSullivan(IntelligentEnvironments)andNigelBrooking(IntelligentEnvironments).
GaryIrvine(FirstData),LindaLarsonDavis(FirstData),Stuart Hill (First Data), Sallie Ferguson (Barclaycard) and Keith Woolmer (First Data).
BenNorthcott,DonaldMacLeod,TrishaScott,JonLakeandDaveTicklefromTescoBank.
PaulStoddart,JuliaWhittaker,ChrisDunne,AnnaLewisandKeithFilesfromVocaLink.
Party pictures 2013
The Card & Payments Awards 2013
Once again a sell-out, The Card & Payments Awards 2013 provided a fantastic opportunity to network. With nearly 1,500 of the top decision makers in the industry in one room it was a mingler’s dream. So how many faces do you recognise?
For more great photos, visit The Card & Payments Awards website at www.cardandpaymentsawards.com.
(There is a link on the website to purchase images from Simply Photography.)
MartinSmith,IanWebb,RobStarsmore,VeritySpencer,LucyUnderwood,JohnCurtis,NeilWheeler,KarenLambertandClarePhillipsfromGlobalPayments.
MikeGowar,JonWhiteandJonathanValentinefromVisaEurope’sMobileAlliancesteam.
TonyKerr(GlobalProcessingServices(GPS)),SunainaChablani(IDTFinancialServices),NeilWeeks(IDTFinancialServices)andStephenGrice(MasterCardWorldwide).
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The Card & Payments Awards 2013
Daniel Apperley-Roberts (MBNA), Emma Sutton (MBNA), David Gradwell (VocaLink) and Jamie Copley (MBNA).
Phil Clarkson (Prism Logistical Services), Linda Cook, Gerry Cook and Aylin Thomson (all from Acceptacard).
Lone Le Roux, Becky Stevens, Brian Cole, Amy Peters and Rachael Cornfield from Capital One.
Bobby Chhokar, Verena Olivier, Adrian Peers and Ian Reid from Barclaycard.
Kevin Kelson (FIS), Julie White (Grass Roots Group) and Clive Taylor (FIS).
Clockwisefrom12o’clock:JazzSandhu(AsdaMoney),AllisonJohnston(Asda),HelenWilliamson(AsdaMoney),KevinMoore(Asda Money), Neil Applebee (Asda), Leanne McKenna (Asda Money), Katie Walley (Asda Money), Kirsty Ward (Asda Money), RebeccaMayo(Lansons)andJoanneDonoghue(AsdaMoney).
Clockwisefrom12o’clock:RafalTrepka(MasterCard),LuisVianna(WhiteConcierge),KateCowell(MasterCard),PJBanwait(Barclaycard), Pam Kallay (MasterCard), Catherine Grace (WhiteConcierge), Attallah Sinclair (MasterCard), Phil Perry (WhiteConcierge),TrishGilbert(MasterCard)andJenniferPalmer(MasterCard).
Clockwisefrom12o’clock:HeatherGray(WirecardCardSolutions),DarrenVeevers(TuxedoMoneySolutions),KatyLawrie(WirecardCardSolutions),IanStrafford-Taylor(FairFX),TomJennings(WirecardCardSolutions),JuliaTreike(Skrill),BarbaraThumann(WirecardBank),TonyKerr(Flex-e-vouchers),JoanneParker(WirecardCardSolutions)andJonathanReynolds(CorporatePay).
Clockwisefrom12o’clock:SteveWilliams,MarkDenham,BenMercer,LeahMatthews,JaneSinsbury,StuartFavier,MichelleNeary,JohnBlundell,StuartFavier(allfromSterlingInsuranceGroup),DeniseDulson(MBNA)andGrahamRivers-Moore(SterlingInsurance Group).
Clockwisefrom12o’clock:MarcO’Brien(VisaEurope),GrahamPilkington,(Nationwide),VincentReboul(HSBC),OmarRifaat(VisaEurope),AshokVaswani(BarclaysBankplc),MaryCarolHarris(VisaEurope),JamesLeBrocq(O2Telefonica),ShaneFitzpatrick(ChasePaymentech),TonySurridgeandNickOgden(CashFlows).
Clockwisefrom12o’clock:TonyQuirke(VincentoPaymentSolutions), Vicky Lloyd (Locke Lord), Diane Brocklebank (Prepaid InternationalForum),DavidMonty(TuxedoMoneySoultions),RickBrown(CorporatePay),SiobhanMoore(LockeLord),RichardKnight(PrepaidServicesCompany),JaneBarham(DeutscheBank),KevinHeath (Locke Lord) and Alistair Graham (Payza.com).
The Card & Payments Awards 2013
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JonathanWilson(SecureTrustBank),MikeSmith(RaphaelsBank),DarrenDeal(MasterCard)andMatthewFroggatt(SecureTrustBank).
DavidAblett(TheCo-operativeBank),GethinJames(AmnestyInternational),KeithJames(TheCo-operativeBank),JohnPawsey(TheCo-operativeBank)andJamesWinkworth(Amnesty International).
AndyNewman,OliverCurrell,NatalieMorrisandDavidAddison(fromAvios).
AlexVines(PrePaySolutions),KevinHarrington(GlobalPrepaidExchange),PaulGrou(PrePaySolutions)andStevePhillips(PrePaySolutions).
ShonaSmith,DonnaMurray,LauraFentonandGillianRobson(fromTesco Bank).
MikeShrimpton,RossHunt,PeterBlakeandYohannMarnet(fromGlobal Blue).
The Card & Payments Awards 2013 The Card & Payments Awards 2013
Book your tables now for The Loyalty Awards Tuesday June 11 2013 at Grosvenor House Hotel, Park Lane, London
Celebrating innovative loyalty