The Logic Group Blog

SMS, NFC, HTML5, Apps, smartphones, tablets, Twitter, Facebook…how do you choose what to use?

At the Retail Business Technology Expo last week I had the pleasure of hosting a lunchtime roundtable of executives discussing trends in mobile retailing. This group represented a wide span of retail interest from coffee shops to clothing chains, from luxury up-market department stores to brands solely trading online, but they did come to something of a common conclusion – the technology was not the important consideration.

It is estimated that 1 billion card transactions per year worth an estimated £40bn are processed by the UK’s 700,000 contact centre agents. Therefore it is not surprising that Card not Present fraud (stolen details over the phone, internet or mail order) accounts for 56% of all UK card fraud. With the vast majority of CNP fraud coming from contact centres, losses stem not only from fraudulent transactions, but also from cards that are leaked to the criminal fraternity by coerced call centre employees.

What can businesses that run contact centres do to prevent or stem this leak? After all they need to take payments, they need to provide effective customer relations and therefore they need their people to be on the phone to the customer.

Should retail businesses invest in developing an app or stick to improving their website?

I recently attended a summit on multichannel retailing. As predicted, mobile was a topic that came up again and again. It seems to be a bit of a buzz word at the moment yet it was only a year ago that I could not make it through a day without out talking about end-to-end encryption. Now that The Logic Group has multiple solutions for reducing PCI through encryption and tokenisation, it seems that like the industry, my thoughts turn to ensuring our clients can capitalise on mobile transactions.

Are you part of the loyalty scheme…Why?

Does carrying a loyalty card make you loyal?

Opposite my office is a petrol station. It is all too convenient to fill up with fuel on my way home or at a quiet time of the day. With daily commuting, and customer visits, I would hate to think how much money has been spent in this very garage!