Worldline - 2020 Universal Registration Document

B

THE PAYMENT INDUSTRY Key market trends and drivers of change

NUMBER OF NON-CASH PAYMENT TRANSACTIONS PER CAPITA IN EUROPE (2019)

600

Card transactions

Credit transfers (sent)

Direct Debits (sent)

450

300

150

0

Italy

Spain

Malta

Latvia

Ireland

Poland

France

Austria

Cyprus

Croatia

Finland

Greece

Estonia

Belgium

Bulgaria

Sweden

Slovakia

Portugal

Slovenia

Hungary

Romania

Germany

Lithuania

Denmark

Netherlands

Luxembourg

Czech Republic

United Kingdom

EU (changing composition)

Euro area (changing composition)

Source: European Central Bank (ECB) statistical data warehouse.

The digital revolution is driving new customer behavior B.4.1 generating significant growth in non-cash payments

Today, the average consumer in the developed world owns and uses several connected devices and is “super social” ( i.e. Facebook). Consumers go online multiple times a day and do so from multiple locations, including on the go or in a store, and share their experience with their networks. The always-on, always-connected nature of mobile and other devices is creating new opportunities that allow traditional distributors, manufacturers and newdi gital businesses to connect with their customers and their network wherever they are, increase the frequency of their interactions and increase sales and payment activity. As Forrester notes, “ consumers are embracing mobile, social, tablets, and cross-touchpoint experiences like click-and-collect and no longer think in terms of channels, instead expecting seamless service on every touchpoint ”. The challenge for retailers is to respond to these omni-channel consumer expectations. This increased interaction creates new sales opportunities for retailers, while also providing rich customer data that can help companies better understand and anticipate consumer needs. At the same time, these new

consumer preferences create significant IT challenges for retailers. Forrester notes that as customers continue to embrace multichannel services, retailers are finding that using manual workarounds for “siloed” systems can no longer support the growing volume of orders. A similar process is underway in other sectors, creating new digital businesses with potential to create new markets and drive even further noncash payment transaction growth. Transport systems worldwide are pursuing “smart ● transport” solutions that make use of technology to improve fare collection, facilitate multi-modal transportation, improve traffic flows and provide better information to passengers on their travel options; Governments are increasingly relying on digital technology ● to make government services and recordkeeping more efficient, to enhance healthcare information systems, and to improve traffic and parking enforcement as well as tax collection;

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Universal Registration Document 2020

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