The Logic Group Blog

Welcome to The Logic Group Blog, where our experts will share their views on customer interaction and give you their take on the industry developments affecting you today.
As this year’s MWC demonstrated, 2014 and beyond will be an exciting time for retailers. The mobile wallet offers retailers and consumers alike huge possibilities when it comes to digitalising the shopping experience and rejuvenating the high street. For retailers in particular, the reality of a mobile wallet could transform how they proactively engage and serve customers, ahead of an actual purchase taking place (and equally importantly post purchase). The mobile wallet is moving from an idea to become a very real part of the multichannel offering.
March 7, 2014

Visa and MasterCard recently made an announcement that caused ripples of excitement across the payments industry. Support from both companies of Host Card Emulation (HCE)as a solution for mobile NFC payments marks a significant step change that could turn mobile payments into a mainstream payment solution sooner than expected.
March 3, 2014

Although the EU Consumer Rights Directive (CRD) was passed in October 2011, it doesn’t come into full force in all EU member states until 13th June this year. The CRD will have a particularly significant impact on retailers with an ecommerce presence. Impacting the payment ecosystem and customer experiences, the directive may require changes to systems, processes, internal procedures and staff training – elements such as your web ordering process, terms and conditions, returns policies, complaints policies and additional charges should have been on the agenda for a long time. Are you ready for June?
February 25, 2014

What will the high street look like in the future? Like any good ecosystem, this future high street will grow when all the component entities connect. Physical, online and mobile stores are interwoven to create a seamless shopping experience, can only be achieved through the collaboration of a multitude of partners. This must include retailers, payments providers, mobile network operators, handset vendors, banks, wallet providers and so on. The GSMA’s 'Connected City', running at Mobile World Congress this year, will bring such a vision to life. The Logic Group, alongside partners including Proxama, Aimia, Escher Group, Verifone, Deutsche Telecom and Gemalto, will be illustrating a number of prototypes to demonstrate how stakeholder collaboration can deliver an interoperable, end-to-end mCommerce experience – not in the distant future but today.
February 21, 2014

The topic of payments is one that will likely dominate the agenda for retailers in 2014. Consumers have a wide variety of payment choices now at their disposal including cash, cards, contactless, e-wallets and m-wallets. With so many channels now available, retailers are quickly realising the importance of providing the best possible customer experience across a multitude of channels, to create satisfied and loyal consumers. It will be the retailers that make the customer experience a core part of their payments strategy that will be the winners throughout 2014 and into 2015.
February 14, 2014

Christmas 2013 sales figures are now in, and have clearly illustrated the key factors that will define retail success in 2014. While a number of retailers posted positive trading figures including John Lewis, House of Fraser and Next, many others struggled. Retailers were caught off-guard with shoppers either holding out until the last minute to complete their Christmas shop, or simply preferring online over in-store. As a result, some retailers resorted to early sales and discounts in a not-so-lucrative bid to attract consumers to the high street.
January 31, 2014

Trust plays a pivotal role in building good customer relationships, and most businesses recognise that addressing the security of customer data is crucial. However, there are no simple, one-size-fits-all solutions.
January 29, 2014

Mobile devices (in particular smartphones) and Mobile Point of Sale (MPoS) are increasingly at the centre the retail data debate. Recently, mobile devices again came to the fore, when the PCI Council published version 3.0 of the PCI Data Security Standard (PCI DSS) and related Payment Application Data Security Standard (PA-DSS) – and, Bob Russo (General Manager of the PCI SSC) openly proclaimed that mobile devices at the point-of-sale were not secure and compliant, today.

On this journey of retail evolution, with the expectation of a multitude of customer touch points, retailers and merchants should seek to partner with technology and service providers who can demonstrate a clear line of sight on how best to integrate these new technologies, while at the same time maintaining the highest security possible.

January 21, 2014

Whilst many retailers in the UK have had a tough run in 2013, there have been some great success stories where retailers have improved their multichannel customer interactions. However, as demonstrated by other large retailers after the Christmas period, the high street landscape continues to be masked with an uncertain future, with many retailers fighting to cater to consumers who are evolving how they shop; both in-store and online. What will really drive the retail technology evolution in 2014?
January 9, 2014

It is easy to get caught up in the enthusiasm for smartphones that is sweeping the country at the moment and move swiftly towards developing a mobile offer, but despite the constant increase in smartphone ownership over the past five years, we need to remember 45% of the British public still do not own one. As a consequence of this, any future thinking or planning about the use of mobile technology should be carefully thought out, and adjusted to fit the needs of your customers. It is not just a case of ‘build it and they will come’.

Businesses breaking into the mobile technology space need to make informed decisions about their mobile strategy based on knowledge of who their customers are and what they want. This will surely help ensure the success of the mobile offer both now, and in the future.

November 28, 2013