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Seamless payments the key to unlock omnichannel strategy

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Seamless digital payments are the key to unlocking omni-channel retail and retailers need to keep making it easy for consumers to transact with them in any channel, writes VICTOR DE KOCK, of MasterCard South Africa.

Technology today touches nearly every aspect of consumers’ buying decisions, from researching which product to buy to paying for it. While this has transformed the retail sales experience compared to just a few years ago, merchants’ priorities remain much the same: driving sales, enhancing efficiency and delivering a top-notch customer experience.

What has changed is that they must meet these goals in a manner that serves the needs of a connected consumer who shops in a variety of ways across a range of different channels and touchpoints. Today’s customers hop from researching products on their smartphones to viewing them in-store to ordering online without missing a beat.

These global trends hold true in South Africa. According to the Mastercard Impact of Innovation Study, South African consumers are keen to use the latest technologies to shop and pay. Among respondents, nearly half use their mobiles as their primary device to access digital services and 73% are ready to pay with their mobile phones.

Moving to an omni-channel world

Retailers need to keep up by making it easy for consumers to transact with them in any channel.  South African retailers understand the importance of moving towards omni-channel sales, but many find it challenging to deliver the checkout and payment experience that their customers expect across digital and traditional brick-and-mortar channels.

One important element of getting this right is making the transaction experience as simple as possible, but that alone is not enough. Consumers must also find their experiences with retailers to be personal, relevant, and cost-effective. This starts with thinking about how merchants can meet the needs of today’s complex, multifaceted and connected customer.

It involves shifting our focus from “channel only”—whether mobile, online or in-store – to “channel + customer + experience”. Important in this shift are payments technologies that make it safer and easier for consumers to pay and merchants to be paid – technologies that help merchants and consumers alike to escape the risks and inconveniences of managing cash.

This is the challenge we have been working to solve at Mastercard by introducing innovations such as EMV cards and contactless to South African consumers and merchants in the past few years. We have also focused heavily on digital commerce, launching our Masterpass digital wallet as an e-commerce play in 2014.

Since then, Masterpass has evolved into an interoperable solution that cuts across multiple channels – online, instore and in-app – and payment categories, making everyday payments available for everyone. It is accepted globally by more than 270 000 merchants and 5,200 South African merchants and now includes payments for mobile airtime and city municipal bills straight from the mobile wallet.

Digital payments platforms such as Masterpass offer a better checkout experience. Customers can check out faster, reducing shopping cart abandonment, and increasing conversion — all of which increase online sales. Customers can securely store their payment card and shipping address in one place for easy access during checkout.  The platforms also make it easy for customers to pay securely from their mobile devices when they shop in-store.

The easy mobile POS device

Understanding that not all merchants are large chains with the latest point of sale systems, we have worked with partners such as iKhokha and Virtual Card Services to bring simple Masterpass acceptance into the face-to-face, bricks and mortar environment in addition to their mPOS and online offerings .

Digital payments shouldn’t only be about large transactions and large merchants – they should be as accessible to a consumer buying prepaid airtime from their phone or a loaf of bread and some vegetables from a spaza shop as to a customer buying a computer online.  By providing easy and inexpensive point-of-sale devices that can be used anywhere, mobile technology has the potential to open up new channels of economic growth for merchants and enable them to meet the demands of consumers.

Fraud remains a major concern for consumers and merchants alike. It’s our mission to stay ahead by investing heavily in security innovations which use a host of new technologies. The trade-off between security and convenience is resolved by providing merchants with a hassle-free way to adopt and implement token services.

As a result, consumers get the best of all worlds: a frictionless checkout and peace of mind knowing that their card data is not at risk. Our aim is to ensure that all merchants can be paid quickly and securely, on every device so that they can meet the needs of their customers and grow their businesses.

* Victor de Kock, Head of Strategic Merchants and Acceptance, Mastercard, South Africa

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Legion gets a pro makeover

Lenovo’s latest Legion gaming laptop, the Y530, pulls out all the stops to deliver a sleek looking computer at a lower price point, writes BRYAN TURNER

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Gaming laptops have become synonymous with thick bodies, loud fans, and rainbow lights. Lenovo’s latest gaming laptop is here to change that.

The unit we reviewed housed an Intel Core i7-8750H, with an Nvidia GeForce GTX 1060 GPU. It featured dual storage, one bay fitted with a Samsung 256GB NVMe SSD and the other with a 1TB HDD.

The latest addition to the Legion lineup has become far more professional-looking, compared to the previous generation Y520. This trend is becoming more prevalent in the gaming laptop market and appeals to those who want to use a single device for work and play. Instead of sporting flashy colours, Lenovo has opted for an all-black computer body and a monochromatic, white light scheme. 

The laptop features an all-metal body with sharp edges and comes in at just under 24mm thick. Lenovo opted to make the Y530’s screen lid a little shorter than the bottom half of the laptop, which allowed for more goodies to be packed in the unit while still keeping it thin. The lid of the laptop features Legion branding that’s subtly engraved in the metal and aligned to the side. It also features a white light in the O of Legion that glows when the computer is in use.

The extra bit of the laptop body facilitates better cooling. Lenovo has upgraded its Legion fan system from the previous generation. For passive cooling, a type of cooling that relies on the body’s build instead of the fans, it handles regular office use without starting up the fans. A gaming laptop with good passive cooling is rare to find and Lenovo has shown that it can be achieved with a good build.

The internal fans start when gaming, as one would expect. They are about as loud as other gaming laptops, but this won’t be a problem for gamers who use headsets.

Click here to read about the screen quality, and how it performs in-game.

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Serious about security? Time to talk ISO 20000

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By EDWARD CARBUTT, executive director at Marval Africa

The looming Protection of Personal Information (PoPI) Act in South Africa and the introduction of the General Data Protection Regulation (GDPR) in the European Union (EU) have brought information security to the fore for many organisations. This in addition to the ISO 27001 standard that needs to be adhered to in order to assist the protection of information has caused organisations to scramble and ensure their information security measures are in line with regulatory requirements.

However, few businesses know or realise that if they are already ISO 20000 certified and follow Information Technology Infrastructure Library’s (ITIL) best practices they are effectively positioning themselves with other regulatory standards such as ISO 27001. In doing so, organisations are able to decrease the effort and time taken to adhere to the policies of this security standard.

ISO 20000, ITSM and ITIL – Where does ISO 27001 fit in?

ISO 20000 is the international standard for IT service management (ITSM) and reflects a business’s ability to adhere to best practice guidelines contained within the ITIL frameworks. 

ISO 20000 is process-based, it tackles many of the same topics as ISO 27001, such as incident management, problem management, change control and risk management. It’s therefore clear that if security forms part of ITSM’s outcomes, it should already be taken care of… So, why aren’t more businesses looking towards ISO 20000 to assist them in becoming ISO 27001 compliant?

The link to information security compliance

Information security management is a process that runs across the ITIL service life cycle interacting with all other processes in the framework. It is one of the key aspects of the ‘warranty of the service’, managed within the Service Level Agreement (SLA). The focus is ensuring that the quality of services produces the desired business value.

So, how are these standards different?

Even though ISO 20000 and ISO 27001 have many similarities and elements in common, there are still many differences. Organisations should take cognisance that ISO 20000 considers risk as one of the building elements of ITSM, but the standard is still service-based. Conversely, ISO 27001 is completely risk management-based and has risk management at its foundation whereas ISO 20000 encompasses much more

Why ISO 20000?

Organisations should ask themselves how they will derive value from ISO 20000. In Short, the ISO 20000 certification gives ITIL ‘teeth’. ITIL is not prescriptive, it is difficult to maintain momentum without adequate governance controls, however – ISO 20000 is.  ITIL does not insist on continual service improvement – ISO 20000 does. In addition, ITIL does not insist on evidence to prove quality and progress – ISO 20000 does.  ITIL is not being demanded by business – governance controls, auditability & agility are. This certification verifies an organisation’s ability to deliver ITSM within ITIL standards.

Ensuring ISO 20000 compliance provides peace of mind and shortens the journey to achieving other certifications, such as ISO 27001 compliance.

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