PAYMENT SOLUTIONS
evolve to become part of a much wider and more integrated system as technology develops .
He explains , “ Machine to machine payments have various guises . One example is electricity service providers or utilities that use smart meters to track usage and automatically bill . Fast forward some of the thinking , a more sophisticated machine to machine set up will be electric cars .
“ If I want to charge my electric car , does that charging station then agree to a contract with the local power station ? You can see a chain of events starting to line themselves up .”
Such changes are inevitable – and something to be embraced , says Myers , because they will make life easier and more efficient for people . “ These are simple ideas that are beginning to mature and grow as systems become more intertwined and combined . The aim is to simplify people ’ s lives and make things a lot more straightforward .”
Customer centricity and digital payment solutions While digital payment methods were fully embedded and increasing in popularity prior to COVID-19 , the pandemic has made them a necessity , and often the only way businesses can manage their revenues . Many more companies have switched to online-only services , and person to person contact has been minimised .
But what does that mean in terms of customer services , and is there a disconnect between services providers and customers ?
David John , CEO and founder of
Loyalize , a white label customer engagement service platform , believes the opposite is true .
He says that recent innovations in digital technologies have “ put the power in the hands of the consumer ” and that personalisation of services for customers is now the greatest challenge for providers . “ The challenge around personalisation is that it ’ s fast-moving beyond basic product recommendations ,” John explains .
“ Personalisation is now about creating a tailored experience that is inclusive of consumer likes and dislikes , which can become more difficult if the right technology is not in place . The key to this success is insight .”
But Myers believes companies and organisations are yet to achieve the perfect balance between the technical and the personal , implying that customer service will always require the option of a human being .
“ I think there are times when people say ‘ I
84 July 2021