Paul AinsworthPaul AinsworthJune 5, 2019


Retailers are being warned that a lack of preparedness for new EU regulations to prevent online fraud could be costly.

The Strong Customer Authentication (SCA) rules will come into force in September as part of the Second Payment Services Directive (PSD2). They will affect online purchases of €30 or more, and will require retailers, banks and payments providers to authenticate customers through something they “have”, “are”, and “know”.

While banks are largely ready for the changes, retailers have been warned that they face trouble ahead, as a recent survey by analysts at 451 Research and Stripe found that less than half of businesses polled expected to be ready by the autumn deadline.

Uncertainty over the UK’s future in the European Union is also adding to pressure on retailers facing major legislative changes while simultaneously being told to expect Brexit on October 31.

Among those urging retailers to address the issue is digital solutions firm Mitek, whose EMEA MD Rene Hendrikse said: “Sooner rather than later, retailers must recognise the need to invest in anti-fraud technologies. With the new anti-fraud rules, every customer will have to be authenticated by at least two of the following criteria: something they have, something they are, and something only they know.

“Come September, this will be necessary for every online transaction. This could include an ID document, a biometric identifier, and a security question, going beyond simply your card details as is the current standard. This introduces an additional layer of security to defend against the threat of fraud from online transactions – but it also presents a challenge for organisations to implement with only months to go.

 “Within the next few months, investing in the right technologies and implementing them quickly and efficiently should be top of the agenda for retailers and e-commerce groups. If not, they will find themselves in serious trouble.”

Ashley CarrAshley CarrApril 3, 2019


We’re all aware this Brexit business has caused quite a mess, leaving much uncertainty for all and tough economic times for many.

What’s typical in these situations, particularly for those feeling a financial pinch, is to batten down the hatches, grit teeth, and wait for it to pass, hoping a way forward will be easier when there is more certainty on the horizon.

The challenge with this strategy, however, is that when the dust settles, people will move and if organisations haven’t invested in making their company sticky for current employees, they will lose them when it picks up. If that doesn’t cause concern, remember that unlike in any other time of economic uncertainty in the past 20 years, there is no latent potential workforce on the market ready to replace the people you lose. There is no one on the bench.

In the coming months, there are going to be a lot of surprised and failing employers that can’t scale and will have to downsize as a result of losing people. While everyone is busy focussing on ROI, it will be those that focus on COI, the cost of inaction, that will come out on top after this dull trading period.

Consider your COI

In difficult periods, considering COI, rather than ROI, will help businesses to gain a deeper understanding of what is at stake when standing still. Doing nothing will cost a business dearly. People will leave, and unless quick actions are made, organisations may not be able to recover anyone to replace them. What would that cost be to your business? Could you survive?

The cost of inaction may not be felt today, but at the point in which the economy rotates, it will be felt then. There will come a perfect storm of suddenly having new orders, tenders, and requests for services coming through the door just as employees start walking out.

Given the background of the economy at the moment and the unsettling times that we are in, regardless of what the conclusion is over Brexit, businesses are going to fail if they don’t get this right. If they don’t act fast enough, it will be too late, there will already be an entrenched atmosphere where employees feel that they have had enough and they want to go elsewhere. So what can organisations do to stay afloat and come out of the other side?

Get sticky

Many companies think about marketing and PR as external and as activities reserved for gaining awareness in new markets or launching a product to prospects. While there is currently a trend toward marketing to new employees, it seems like no-one thinks about targeting those they currently have. However, using this powerful messaging machine to market externally, while forgetting to leverage it internally, robs the employees of the message you’re sharing to the world.

To create a sticky organisation, businesses need to make sure their employees, workforce, and colleagues understand just how good the business is. Sharing the external message internally generates excitement, making current employees inspired to be part of the dream and growth of the company. When done correctly, employees will feel this success and develop a desire to share that success with potential prospects.

What is required to achieve maximum stickiness will vary widely from business to business – but it starts with an identity. If an organisation truly knows what it stands for and what makes it unique, who they have on board, and who they want to get on board, then the initiatives should come quite naturally. Companies that wish to keep their current talent need to think about how they can keep them engaged, excited, and bought into the dream of the business – ensuring it’s a place that employees will stick with when other organisations come out, in full kit, on the hunt for talent.

Developing culture inside and out

There is too often a disparity between what companies put on their website and what is actually happening inside; this works both for those that have a poor external image and great internal culture, and those with the inverse imbalance.

The culture that an organisation projects on its website, social media, and any other channel should be the culture that a prospective client or prospective candidate meets when they come into the building. This happens naturally when the message that is dispersed externally is the same as what is spread internally.

If an organisation’s culture is real and embodied throughout the organisation, then employees will be living and breathing it anyway. This should be seen through all of the marketing activities, all the way through to any interaction with the employees of that organisation.

PR is not just an outbound strategy for prospects. It is about attracting talent and keeping talent in your organisation. Those who understand this, as well as their COI, may just have a chance of coming of this mess on top.

If it is not you, it will be your competitors. What’s your next move?

CXM Editorial TeamCXM Editorial TeamFebruary 13, 2019


Analysis of the UK’s top 250 retailers has found a 19 percent year-on-year increase in the number of brands offering the option to pay in international currency.

The figure forms part of an annual performance index carried out by leading ecommerce and digital agency Visualsoft.

The report examined the sector’s biggest names and found that 81 percent of these retailers are offering customers the option to pay in non-sterling alternatives. This was an increase on the 62 percent of retailers that offered international payments in 2017. The majority of these are Euros and USD, with one percent of retailers offering Yen.

The increase is likely to be a reaction to Brexit-related uncertainty in the lead-up to 29th March.

The research also found that the prevalence of innovative payment methods is increasing. For example, after only being in the market for little over a year, Amazon Pay is already being used by 10 percent of top retailers – showing clear movement towards a more diverse spectrum of payments offered.

A further one-in-10 of retailers analysed offer finance products from lenders such as Klarna – up from almost nothing in 2017. Research has found that around three-quarters (78 percent) of consumers would consider purchasing through retail finance, with the average spend of £620, so offering this type of payment could prove a fundamental avenue for future growth.

However, this appeared to be having a detrimental impact on basic payment methods. A quarter (23 percent) fail to offer a payment choice other than a mainstream credit or debit card. This has worsened by four percent year-on-year.

Dale Higginbottom, head of CRO at Visualsoft, said: “These figures suggest proactivity in the lead-up to Brexit and adoption of new payment trends, which is great to see. However, we know that up to a quarter of consumers also abandon their transactions at checkout because the retailer doesn’t provide their payment method of choice.

“Offering a wide range of options is an important way for retailers to maximise their sales potential, but too many are still not doing so – with 23 percent neglecting an offer outside of traditional cards. This inability to get the basics right could prove crucial as we move into 2019.”

Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.



UK Trademark UK00002648900

EUIPO Trademark 018131832

Contact Information

For article submissions:
Paul Ainsworth

For general inquiries, advertising and partnership information:
Tel: 0207 1932 428

For Masterclass enquiries:
Tel: +44 20 86385584

Customer Experience Magazine Limited
Company number: 12450532
International House, 24 Holborn Viaduct,
United Kingdom, London, England, EC1A 2BN


Find a job in customer support with Jobsora


pressure points for male arousal erectile dysfunction implant definition of decreased ed reversal over the counter ed remedies walmart herbs pills to make dick hard sex muscles taking viagra with alcohol men penis penis stretching forhims coupon average german penis size roman ed cost dick and penis blue adderall pill regular penis size strong girl pre workout reviews what is the normal size penis naked men small penis ageless male reviews viagra uses other than ed male extra pills when does your dick start growing sexy pill horny pill male enhancement patches breast enhancement creams at walmart vietnamese penis size blue diamond shaped pill 100 one side male sex toy semen volume citrulline malate reddit roman online shopping using a cockring x pill pictures picture of average penis medicine works walmart l arginine list of hard drugs herb supplements is noxitril safe sex power tablet name vimax reviews male enhancement pills canada best sex booster pills medical penis enlargement medicine to treat add mens seman best of sex

cbd oil sold near me cbd marijuana extract medicinal cbd oil coumadin adverse reactions cbd oil sprays bluebird botanicals cbd oil the remedy cbd oil can you vape cbd isolate dropship cbd edibles duncombe gas and grocery high cbd cannabis oil cbd vape juice reddit goldline cbd gummies review testosterone supplement reviews does cbd oil help diabetes cbd oil panama city fl cbd and migraines reddit critical cure strain pure hemp botanicals physiological plant best hemp cbd oil for pain pacific cbd co reviews uf cbd building dangers of oil share houses melbourne cbd pituitary gland tumor cbd oil fda on cbd oil cbd oil and skin rashes cbd vs thc molecule can cbd oil make you anxious pure products elixinol cbd review cvs maryland smoking cbd cvb oil siser easyweed best hemp products rate of reaction 3 ma autophagy inhibitor add and cbd what treatment is the creature referring to here a s hemp cbd oil cannabidiol depression cbd oil safe for drug test michaels naturopathic programs cbd oil lds church cbd oil cbd gummies ovs cbd oil cbd foot cream for neuropathy cbd oil for human arthritis cbd oil modesto ca

pitbull vape juice what do people vape how to make vape smoother smok t priv custom screen tko vape carts how to open a vape cartridge vape buy online uwell blocks 90w squonk box mod reviews vape pens 510 thread kangertech evod cleaning e cigarettes advertising mxjo batteries review 1018 vapor works ecig charging case ecig source minnow shark healthy ecig stop vaping on the pizza blood orange vape juice rx200 mod price topaz e cigarette dewberry cream 30ml v2 cigarettes reviews starwars theme voopoo drag download vapor cig holder e cigarette worldwide shipping pacha mama juice geekvape bident smok m17 priv cleveland vape rebuildable e cig vaping and teeth sensitivity snowwolf mini blue cbd store smok prince rda suorin air tastes burnt ceramic wick for e cig chain smoker mod pioneer4you mods rechargeable vape mods smok g priv upgrade nih vaping bubbles uwell crown aspire pockex price atomizer short uwell smoktech priv v8 starter kit voopoo squonk mods vape smok 4 voopoo vinci ceramic coils uk vapes

vegan diet for weight loss diet pills online plaquenil weight loss ultra premium garcinia cambogia reviews sever weight loss weight loss podcasts carb pairing for weight loss chair exercises for weight loss prozac for weight loss is diet soda bad for weight loss garden of life weight loss bar jump rope weight loss medical weight loss and wellness lewy body dementia weight loss figure weight loss reviews spin classes and weight loss vegetarian meals for weight loss 75 pound weight loss valerie bertenelli weight loss what is the best weight loss program extreme weight loss exercise sugar and weight loss ashley jacobs weight loss livestrong weight loss list of healthy snacks for weight loss gabourey sidibe 2016 weight loss top weight loss teas weight loss soup diet recipe tonalin cla reviews for weight loss oatmeal weight loss armour thyroid 60 mg weight loss kate this is us weight loss gluten and weight loss best teatox for weight loss brent crystals weight loss doboy weight loss whittier weight loss clinic leffingwell beginners meal plan for weight loss b12 liquid drops for weight loss ajwain for weight loss sharp weight loss kombucha for weight loss b lite weight loss pills top dietary supplement niacin diet pills weight loss medicines that work slim 60 diet pills one week weight loss diet safe diet pills for pregnant women xanax weight loss