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The Historical Approach of Payments
Alexandre LECLERC initiated the discussion by shedding light on the traditional perception of payments as a mere operational necessity, often likened to a "toll barrier" in the customer experience journey. Historically, payments were predominantly viewed as a cost item managed by treasury teams, with minimal emphasis on enhancing customer experience or leveraging payments strategically. The market was characterized by a lack of diversity in service providers, primarily dominated by banks, thereby limiting innovation and strategic utilization of payments by retailers.
Analyzing the Present: Interests and Challenges for Retailers
The contemporary interests, challenges, and considerations for retailers in the dynamic payments landscape were also discussed. The critical pillars of security, economic model, and customer experience as paramount considerations for retailers were highlighted. Unlike the past perception of payments as a cost item, retailers now recognize their strategic potential in positively impacting sales figures and customer satisfaction.
Economic Considerations and Organizational Impact
The discussion further explored the economic aspects of payments for major retailers, emphasizing the evolution of payment management and its organizational impact. Alexandre LECLERC emphasized the increasing professionalism among retailers in analyzing payment components beyond simple rates, leading to a more strategic approach in managing payment economics.