1. New digital approach for shopping

2. Connected shopping Physical store
New purchase journeys, accelerated by smartphone development, are relieving the frontiers between physical store and e-commerce
Connected shopping
Physical store
e-commerce
The smartphone acts as the connected shopping catalyst
4,6 million of French people have already purchased with their mobile
2 points over 16% of the e-commerce increase spring from the drive
In 2014, 57%
of the French are equipped with smartphones
A physical store going more digital
An empowerment of the m-shopping
Customers move towards new purchase journeys, giving place to an hybrid shopping at the junction between physical store and e-commerce

3. 2% of the viewing in stores are concluded by a purchase on the web 3
Large retailers engage important means to meet the new hybrid customers’ purchase expectations
Consideration
Evaluation
Purchase
Post purchase
Customers change their purchase perception and journeys
Web in store :
38% of the mobile users make enquiries online in stores 2 (2 times more than in 2012)
Store to web :
2% of the viewing in stores are concluded by a purchase on the web 3
Sharing the experience :
86% of the internet users have trust in the online viewpoints 4
ROPO (Research On line Purchase Off line)
78% of the customers have made online research before purchasing in stores at least once1
Key practices
A provided response that only large retailers can afford
Free discount coupons reachable on the smartphone
Price comparison application developed by Leclerc
Actors initiatives are based on customers shopping data analysis
(3) Xerfi - March 2013
(4) Oliméo, 2010
(1) Study fulfilled by BVA for Mappy – April 2013
(2) Fevad / Médiamétrie

4. Examples of new actors that intermediate the payment value chain and put banks revenues at risk
Service providers
working directly
Some actors entering the banks core business starting from payment
Some new actors serving customers
Card holder
Acceptor
Processor
Acquirer
Banker
Chosen examples of new actors activities threatening directly or indirectly bank’s business
Flow concentrator
=> Loyalty
Wallet NFC
=>couponing
=> Loyalty
Store
m-acceptance
=> Loan
e-Wallet
Couponing
ePSP
Acquisition
Loyalty
e-commerce
=> Saving
Niche
Pay at table
=> Threat on card commissions
Bills payment

5. The payment market is under pressure with these new competitors and main retailers that are arming themselves
Some new independant actors propose an alternative to the banks
Service providers were formerly at acquirer’s service,
but they are directly developping services to shops
Internet giants extend its activities
«  Omni commerce » project with all added value services1
(already existing: Mc Donald’s web to store solution, tablet connected to point of sales terminal with modules handling prices/reserve/promotions/orders…)
Mobile acceptation with real time marketing report, customized receipt, …
Couponing based on card transactions or on NFC SIM card
On-line payment subscription with Slimpay
Development of vertical applications in the real world (ex. Pay At Table)
Loan activity
Full e-commerce plateforme
(acquisition) : Pay2bill
Some retailers arming themselves for the race of digital shopping
« There is a battle in perspective for customers data between operators, bankers and retailers » according to E. Leclerc
« In our side, we are also developping our own contactless payment technology, because there is a real competition between telecom operators, banquers, distributors, and even the suppliers of pipes, to know who will manage access code and who will manage the file of our customers ! »
« Historically, bankers have always claim it but there is a big battle in perspective about data exploitation, channel access and referencing »
1 : « omni commerce approch » include self scanning, search engine, geolocalisation promotions, customer opinion, cross selling, information avis client, cross selling, in store complementary information, loyalty program, mobile payment, one clic paument, receipt, NFC identification… (Source : Wordline)

6. An exhaustive solution provided…
To cope with these new stakes, BPCE gets into an innovative logic that targets both retailers and consumers
An exhaustive solution provided…
… that aims at the retailers and their own targets
Multi-acceptance
Multi-services
Omnichannel
For the retailer, an extended cash desk 1
An end-to-end solution that takes into account all the purchase phases (before, during and after the purchase)
Connected shopping 2
A converged unique system :
Multi-means for the payment
Multi-acceptance
Omnichannel
Addressed to suspects, prospects and clients
Unique identification
Multi-means for payments
Multi-services
For the card holder, a unique application

7. All my purchasing services
BPCE adopts a complete approach by also providing services to the customers and meeting them on the expected channels
One mobile application, allowing the « increase » of all the payments in order to create new purchasing experiences
Targeted offers
The Mobile Container
1 application
All my purchasing services
A web platform
A unique mobile solution for identification (SSO, Touch iD)
Visibility in store
A marketing channel for targeted messages on an opt-in warehouse
Evaluation of the store
Omnichannel payment
A e-wallet (V.me)
Payments dashboard
A control tower

8. BPCE initiatives will be fed by an opened digital services ecosystem
Full service :
payments, authentification, offers…
Open
to non clients
Mobile Container
Extended digital cash desk
Payment multi-means : Systempay, credit card, wallet, SDD, SCT, …
Multi-acceptation :
Extended digital cash desk,
Mobile dongle,
Pad connected to a credit card terminal
Omnichannel
Developers community (API)