Retail redefined: Going digital for an elevated shopping experiencec

David Lee
Digital Commerce Expert & Consultant,
Singapore Institute of Retail Studies

Priyanka Gargav
Head of Commercial, SEA & HK, Adyen

How can a retail business ensure that cashless payments are secure for the store and customers?
For customers, card data security is top of minds and for businesses, being able to keep these sensitive account data protected is vital to the company’s reputation and brand trust. Businesses can look at this from 2 approaches; the security of the payment terminals and the protection of the cardholders’ data.

It is important for businesses to regularly inspect their payment terminals in stores to ensure that they are secure. Check that the terminals are not tampered with or physically damaged and inspect for any cameras or skimming equipment attached to the terminals (card reader, ports, display or keypad).

When choosing a payment partner, businesses should consider a provider who is able to encrypt payments data for the entirety of the payment process, from the point the card is inserted or tapped at the point of sale terminal. What this means is that in the unforeseen event of an attempted breach at any point, there will be no impact to the customer or their data.

Nikolaus Ong
Chief Operating Officer, Comoclub (Como Group)

Angus Luk
Chief Technology Officer, Smart Retail, Lenovo

 

How do we keep sales front of mind and measure commercial success with these digitalisation practices?
In retail, we should set up the various KPI, both online and offline stores to apply the similar benchmark – AUR, ATV, AUC, UPT, Traffic conversion…all these data-driven analysis is the key for measuring the success and driving the sales productivity.
How can a retail business ensure that cashless payments are secure for the store and customers?

End-point security is the key in retail since there are many end-points such as POS, tablets, Apps. Retailers should adopt more proactive approach to monitor network, device and traffic risks more holistically. Installing an anti-virus and updating window patches are not sufficient to prevent those risks. They should start looking at adding security managed services on their retail network so that it can provide more intrusion alerts to minimize the risks.

Jordan Prainito
Managing Director, Robinsons