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Penny Webb

Penny Webb is a Product Manager for Enterprise Payment Solutions from Jack Henry & Associates.

Recent Posts

Frictionless Payments: The Never-Ending Pursuit

Posted by Penny Webb

Apr 26, 2017 11:30:00 AM

“Frictionless payments” is an industry concept that has been around for many years. The phrase is used to describe a desire to limit the amount of customer interaction during a transaction, making the purchase process as smooth as possible from start to finish.

While the payment portion of a purchase can be the more laborious aspect of retail transactions, merchants and financial institutions must also focus on the end-to-end user experience when looking for ways to simplify the act of making a purchase. Streamlining the purchasing process should be a top priority for retail establishments and nonprofit organizations that want to attract new customers or contributors, or drive existing users to return more often.

No matter the industry or organization, there are essential gains to be made by applying the frictionless payments approach to customers’ purchase or donation experiences.  

The following techniques are often used to reduce friction in the payments process...

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Topics: Payments

What is the Internet of Things?

Posted by Penny Webb

Mar 9, 2016 10:00:00 AM

You may not be familiar with the phrase “The Internet of Things” (or IoT), but the phenomenon it describes has been permeating the world around you for a while now. It increasingly impacts everything in our lives, from basic everyday tasks like shopping and driving to more critical functions, like making and receiving payments. You may not see it, but it’s there, and it’s going to play a big role in your future.

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Topics: Payments, Customer Experience

Cash Payments: Not Just for the Underbanked

Posted by Penny Webb

Aug 25, 2015 4:05:55 PM

 

If you follow payments news, you have likely seen article after article referencing the un- and under-banked describing how they function in today’s society using mostly cash, prepaid cards and smartphones. Since the mid to late 1990’s, cash payments have been thought of as the bill payment method of last resort since it can’t utilize standard forms of delivery such as mail, lockbox and internet bill payment. Cash has come to be seen as a method of payment for those whose limited banking relationships translate into limited payment choices.

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Topics: Payments

Gamification: a Game Changer for Customer Engagement Strategies

Posted by Penny Webb

Aug 5, 2015 1:52:50 PM


Have you heard the term ‘Gamification’ in relation to business strategy and software design? I recently attended a conference where one of the keynote speakers was a leading authority on the subject.

Gamification is not just the idea of designing slick applications or web sites that have the look and feel of a video game. It combines the idea of the user experience, loyalty programs and behavioral economics as a business strategy to drive customer engagement the way video games do. Gamification will not fix a poorly designed product that doesn’t meet your customers’ needs. Instead, it is geared towards understanding the behaviors of customers and engaging them in a way that brings them back and makes them want to tell their friends about the product.  One key to the effective use of Gamification is that it is a process, not a product, and it requires continued thought and application.

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Topics: Customer Experience

Biometric Technology on the Rise for Authentication and Payments

Posted by Penny Webb

Jul 27, 2015 9:21:36 AM


There has been a lot of talk (and some actual movement) in the financial service industry around the increased use of biometrics. The use of biometrics as a layer of security has long been an option for authentication efforts initiated from a personal computer, but there was lackluster acceptance in most segments of the payments industry. Thanks to rapid expansion in the mobile space, however, expanded use of biometric security is now one of the fastest growing means of authentication, while reliance on traditional passwords as a primary source of identification is becoming obsolete.

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Topics: Payments

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