COMMERCE NOW

Von: Diebold Nixdorf
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  • A Podcast dedicated to topics impacting the world of connected commerce & consumer centric solutions for banking to retail and all the payments and Fintech in between
    2019 Diebold Nixdorf, Incorporated. All Rights Reserved.
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  • DN Partners with America First Credit Union

    DN Partners with America First Credit Union
    Jun 29 2021
    Summary: In this special episode of COMMERCE NOW, we dive into the 25 year partnership Diebold Nixdorf has with America First Credit Union. Manish Choudhary the Sr. Vice President, Software for DN talks about how important connected commerce remains for banks and credit Unions. Related Content:  https://www.dieboldnixdorf.com/en-us/banking/portfolio/software/payments Transcription: Mike:           Welcome to our show and on today's program, we have Manish Choudhary from Diebold Nixdorf, Manish, How are you? Manish:           Very good. Thanks Mike, for having me here. Mike:           Oh my gosh. You're very welcome. We're talking today about your partnership with America First Credit Union, and Diebold Nixdorf, and just to kind of get a lay of the land here. Can you tell us about your partnership with America first and what you guys are doing? Manish:           Absolutely. Mike, so as you know, Diebold Nixdorf, is a global technology company enabling connected commerce for banks and retailers across the globe. Serving top a hundred financial institutions, top retailers. America First is a federal credit union with almost 81 years old institution with 128 location. It has the eighth largest credit assets in the US. It's the sixth largest credit union with almost a million and one members. Diebold Nixdorf and our partnership with America First is a 25 year old partnership where we recently announced our payment software, which will drive the payment transactions and payments switching capabilities with America First.  Mike:        Wow.  You guys have been with them for 25 years. Oh my gosh. That's quite a relationship. Well, I mean, that's congratulations right there for sure Mike:           So let's get back to the software part of it. So how does the software, how does this work for America First? How does it benefit them? Manish:            Yeah, so think about, I think if I were to double click on the payment conversation, so payment industry, as you know, is getting disrupted, it's getting disrupted because of new cloud technologies. It's getting disrupted because there are new real-time payment types, new contemporary payment types, which are evolving. There is innovation in speed of deployment, speed of consumption in the payment platforms and binding payment, which we've been working on is absolutely the right answer. And I'll tell you why it is probably one of the most contemporary payments, software implements payment, new payment types at speed and scale faster than anywhere else. It is a API first pure cloud native architecture. It is one of the most secure enterprise payment software available with scalable microservices. So from the credit union's perspective, it actually future proof, the technology and as the consumer behaviors are changing the credit unions as the, the consumers of the credit unions are looking for more and more new contemporary ways of doing transactions. This actually addresses today's needs, but it also addresses the future needs for America First and how the customers are going to consume some of the new payment technologies.  Mike:           I mean, as you well know, I mean, it changes by the second. I mean, by the time this interview is done, something major will have happened in the payment space. So it's got tp be  future-proof is such a key, key aspect of technology today. Manish:           Yeah, you're right. If you think about, you know, by the time we started talking and now there are millions and millions of new digital payments, which got processed and the banks really wanted a scalable infrastructure to actually handle those peaks and loads and balances. Mike:           So, so how is this going to help America First, obviously, obviously they're planning for the future. They're planning, they're being flexible. How else does it help them, you know, obviously be more attractive to members and, and whatnot. Manish:           Absolutely. So if you think about, as I mentioned, the, the consumer expectations are changing. We believe credit unions are competing with the large banks, and they're also competing with the tech coming in from mobile wallets and, you know, E transactions and others. So we at Diebold Nixdorf believe we really want to be at the right intersection of how to provide the right experience to our customers, to have them provide that experience to their customers. And in some ways, and I do believe like any other industry, the competition in credit unions that extremely high consumers switch between credit unions or banks and their, their experiences are changing. We believe the, the new payment platform really provides them. So for example, doing cardless transactions or non card based transactions, or enabling instant loans and instant payments in future or access to modern payment types,, you know, and I believe if the credit ...
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    10 Min.
  • Retail Mobile Technology: The Great Untapped Opportunity

    Retail Mobile Technology: The Great Untapped Opportunity
    May 27 2021
    Summary: In this Special Podcast Zebra Technologies and Diebold Nixdorf come together to discuss how retail is being disrupted on multiple fronts while trying to meet demanding consumer expectations. Retailers need to simultaneously transform their it landscape ensure high availability, align well-orchestrated staff processes and offer the ultimate consumer experience across all channels all while trying to keep profitable. Retailers are investing in mobility solutions to ensure satisfying and safe consumers and staff journeys. Related Content:  https://retailexperience.store/ Related Links: LinkedIn Profiles - Jerry Langfitt Philippe Dauphin Mark Thomson DieboldNixdorf.com Zebra Technologies Transcription:  Jerry Langfitt (00:16): Hello everyone. Thank you for joining us today. I'd like to welcome. Today's guest Philippe Dauphin VP global retail solutions from Diebold Nixdorf. Philippe Dauphin (00:25): Thanks Jerry and thanks for the invite I am happy to be here. Jerry Langfitt (00:29): And also from Zebra Technologies, Europe, Mark Thomson, director, retail, and hospitality. Thank you for joining us today, Mark Mark Thomson (00:36): Jerry. Thanks for the welcome thanks for having me. I am very happy to be here to talk about where retail is right now. Jerry Langfitt (00:45): Great. Let's dive right in. Retail is being disrupted on multiple fronts while trying to meet demanding consumer expectations. Retailers need to simultaneously transform their IT landscape ensure high availability, align well-orchestrated staff processes and offer the ultimate consumer experience across all channels all while trying to keep profitable. Retailers are investing in mobility solutions to ensure satisfying and safe consumers and staff journeys. Philippe let's dive in. What are the latest trends you see happening in the retail industry? Philippe Dauphin (01:20): Yeah, I see three major trends. I'm not sure that they are new, there were there but, but they are more of use since the COVID. The first trend is really this necessity, you know, to combine the online and the offline. So we just cannot go ahead having silos if they want to be really consumer centric. This is a major, the first trend. The second one, to create some new consumer journeys and adapt. The third trend, there is a huge opportunity to digitalize some staff journey’s to bring more efficiency and in this context mobility will definitely be important. Jerry Langfitt (02:06): That's really interesting. Philippe, Mark, what do you think? Mark Thomson (02:10): Well, I can't help but agree with Philippe. And I think for me, the main driver of change actually is the consumer retailers need to be very clear about the expectations and the relationship that they have with their target customers and how those are changing. And, and it's the customer very much. Now that is demanding changes in the way that we allow them to shop. I guess technology is also an important factor here because is in a sense enabling that change, that could be anything from mobile technology, changing the way retailers get access to information. So customers, but also the ability for us as shoppers to get online and to have access to online and e-commerce shopping. So technology and customer behavior, both converging to dry some change. And Phillip is right. COVID has certainly accelerated that. But most of this is, is changed. That was already happening prior to COVID; COVID is just shine a spotlight on it. Jerry Langfitt (03:12): That's a great perspective Mark. Now, from the retailer's perspective, how do you see them embracing this transformation? What are the steps they're taking? How are they reacting to this? Mark Thomson (03:22): It's a good question because they are they're reacting differently. They're not all reacting in the same way. It's a, it's an industry like, like any others as an all industry is that there are pioneers and there are laggards. However, when you get a, a worldwide change or shock to the system, like COVID over the last 12 to 18 months, what happens is some of those laggards, unfortunately fall by the wayside because COVID and the pandemic took no prisoners. But what we're saying for the more pioneering retailers is what they're doing is they're actually accelerating transformation strategies. And some of them the best in my opinion, are the ones where they're involving not just the IT teams, because transformation doesn't start with IT. It actually starts with the whole business. And they're involving people from multiple departments from IT, HR loss prevention, as well as store operations and things like, I guess an example might be project to empower staff in the store with more access to technology or that that involves store operations. It clearly involves IT. There's potential for it to evolve HR in terms of the information that staff might have access to, etc. So what were certainly seeing and the conversations we're having with retailers is ...
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    14 Min.
  • Retailers Need Modular and Flexible Self-Service Options

    Retailers Need Modular and Flexible Self-Service Options
    Apr 24 2021
    Summary: In this episode of COMMERCE NOW we discuss how retailers need, now more than ever before, more modular and flexible software, services and systems when selecting their self-service partners. Related Content:  Modularity Whitepaper  Related Links: LinkedIn Profiles - Jerry Langfitt Matt Redwood DieboldNixdorf.com Transcription: Jerry Langfitt (00:16): Hi everyone. Thank you for joining us today. I would like to welcome today's guest Matt Redwood, who leads our advanced self-service global solutions at people Diebold Nixdorf. Welcome Matt, and thanks for joining me today. Matt Redwood (00:27): Hey Jerry. Thanks for having me always good to speak to you. Jerry Langfitt (00:30): Now let's start off at a 50,000 foot view of what's going on in retail. There's certainly experienced a hyper compressed and instantaneous change in consumer behavior, of course, caused by the pandemic. This ended up being a massive shock to their operation and it infrastructure. The quick fixes have now turned into long terms needs and rubber banded and duct tape journeys. Now have to last longer, be more scalable and continue to evolve. As consumer sentiment continues to change, regardless of what's going on in everyone's health systems in their countries, retailers need to react with the same speed as the customer. This is more than just putting up plexiglass barriers. They have to really rethink many of their current consumer journeys while adding new ones immediately. What do you think retailers are experienced and learned about what their legacy systems and current infrastructure both can and unfortunately cannot do. Matt Redwood (01:23): Absolutely. So it's a great question, Jerry. So generally trends in retail happen over a period of time. It's an evolutionary step. If you take the shift to convenience store shopping as an example, that's a trend that's happened over multiple years. I think what retailers have really experienced in the last 12 to 18 months is a revolutionary step. That's been forced by the global pandemic. And what that's done is it's exposed the weakness in their infrastructure, the weakness in their current store, operating best practices and ultimately the technology that enables that. And it's really forced retailers to think very, very differently, not only about the strategy of the day, but also how they can build in flexibility for tomorrow. God willing that another pandemic doesn't happen, but this could be the start of a very volatile stage where they're retail, where retailers really have to change on the fly constantly to changing demands either from a legal standpoint or from a customer driven demand aspect. So they need that flexibility. They need that scalability, and ultimately they need the ability to change extremely quickly and to react to any demands that are effectively flipped in upon them. Jerry Langfitt (02:42): Now, one thing I don't understand is how did we get here? What got us to this point of difficult to change and the mobility of some it processes? Matt Redwood (02:53): Oh, so I think that's just honestly legacy it. So I'll ask VP of retail cause at a washing business where you buy the hardware, you buy the software, you buy the services for that particular application in isolation, from everything else and the legacy. It was a very good example of that type of infrastructure, where you had maybe a supplier who specialize in self service and now they want to kiosk another one at point of sale. And you always had these isolated solutions that existed on their own and there was no interconnectivity. So it was very difficult for retailers to really piece together. I had different customer journeys or react to new customer journeys because they either had to make changes across each touch point, which was costly, expensive and took time. Well, there just wasn't the flexibility in the infrastructure to be able to do it and really modularity and a need for openness has been driven out of this pandemic, modularity the ability to be arranged or fit it together in a variety of ways is the dictionary definition. Openness is openness. And it's the combination of these two factors. The retailers are really looking forward to make sure that they don't fall into that. Jerry Langfitt (04:06): What got us to this point of difficulty to change and the immobility built into it processes. Okay. Matt Redwood (04:12): I think honestly it was just his legacy technology. The technology environment with particularly within big retailers is a very complex one. If you think about, you've got a hard way, you've got software, you've got ecosystem, you've got services, even taking the hardware in isolation, you have different components with different life cycles. You have different stuff like compatibility. And on top of that, I think we've had a legacy situation where suppliers in the industry have created solutions in isolation and RSVP Highland limit it. The dishwasher situation. You have ...
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    19 Min.

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