Dinner & Ceremony

29 April 2021

JW Marriott Grosvenor House
Park Lane London

Merchant Acquirers

Success in Customer Service

Entrants are invited from card issuers, their brands, merchant acquirers and other payments providers who can demonstrate a true understanding of their customers’ needs through the delivery of customer service excellence. Entry submissions should detail specific achievements and initiatives between 1 January 2019 and 31 August 2020 which show proof of the impact of an innovative customer care strategy on customer satisfaction and retention levels. Entries must be associated with the payment product (as opposed to general bank account servicing) or in the case of merchant acquirers with their merchant customers. Please note that entries should be submitted by the organisation that has the direct interface with the end payer or the merchant offering the service.

Social Inclusion in Financial Services

This award is open to any qualifying entrant who has made a significant contribution to the advancement of socially inclusive treatment of customers. Entries should demonstrate how the customer is at the heart of the organisation’s business activities and how the organisation is delivering consistently fair outcomes to all consumers, is proactive about remedying any shortcomings and how social and financial inclusion is integral to their business culture and ethos. Entries may be in respect of a single significant project or programme, as well as those organisations who are seeking to cater to vulnerable consumers (demographically, financially or socio-economically). The qualifying period is 1 January to 31 August 2020.

Excellence in Operational Innovation

This award will recognise card issuers, brands, banking acquirers or other payment companies who can demonstrate how their Operations Teams have used and embraced innovation to positively impact on all their teams and employees, which leads to enhanced customer experience and value.  Entries should cover initiatives implemented or launched between 1 January 2019 and 31 August 2020. Case studies that could be considered could include examples such as:

  • Transformation staff training to embrace new technology and or evolving staff environments
  • An innovational approach that had a positive impact on staff well being
  • Virtual customer service initiatives
  • Digital services to enhance people and customer interactions
  • Attracting and retaining staff initiatives

Best Technology Initiative

This award will recognise card brands, issuers, banking acquirers or other payments companies who have leveraged new or existing information and communications technology in either an innovative or creative manner to deliver an innovative solution related to payments or indeed to create a new opportunity. Entries are encouraged from organisations which can demonstrate and measure the use of information technology as an enabler for business and customer advantage. The qualifying period is 1 January 2019 to 31 August 2020. Please note that entries should be submitted by the organisation that has the direct interface with the end payer or the merchant offering the service.

Best Security or Anti-Fraud Development

Open to card issuers, banking acquirers, retailers and other payment companies who will be expected to set out an innovative solution which has improved the security of customers’ transactions at any stage of the payment process or has protected the customer from internet, mobile or other card-not-present (CNP) fraud, identity theft, card interception etc. Submissions for your fraud prevention or detection initiative should focus on activity between 1 January 2019 and 31 August 2020. Please note that entries should be submitted by the organisation that has the direct interface with the end payer or the merchant offering the service.

Best Processing Programme

Entries will be accepted from companies who offer processing facilities, in any part of the payments value chain, for card or account-based electronic payment. This can be in the physical or virtual environment. Where relevant, submissions can be in conjunction with other payment providers or the merchant customer. The entries must demonstrate that the implementation is effective and commercially viable. Entries may be in respect of a single significant project or programme, which does not have to be new during the reporting period, but results must refer to activity between 1 January 2019 and 31 August 2020. Entries should be submitted by the organisation that has direct interface with the end payer/ merchant offering the service.

Best Marketing Campaign

Entries are invited for a payments-related marketing campaign executed between 1 January 2019 and 31 August 2020. Entrants should outline, within the context of an overall marketing strategy, how their organisation has used an integrated campaign to improve market share, drive sales, enhance customer loyalty and drive customer engagement, target specific or new markets etc. Please note that entries should be submitted by the organisation that has the direct interface with the end payer or the merchant offering the service.

NB. While look and feel is important in this category, proof of success is critical.

Best Initiative in Digital Payments

Sponsored by TSYS, a Global Payments Company

Entries will be accepted from companies who offer facilities for any electronic payment or money transmission e.g. which do not necessarily require a physical card or card account. This could include mobile payments, electronic wallets, peer-to-peer payments, money transmission services, e-money, electronic vouchers or cheques and other digital payments propositions. Entries should cover initiatives implemented or launched between 1 January 2019 and 31 August 2020. Entries should be submitted by the organisation that has the direct interface with the end payer or the retailer / merchant that is offering the programme.

Best Benefits or Loyalty Scheme

Entries will be accepted from card brands, issuers, merchant acquirers, retailers and other payments companies for payments related benefits and loyalty schemes launched between 1 January 2019 and 31 August 2020. Judges will be looking for examples of benefits packages or linked loyalty engagement programmes, where entrants can demonstrate how they have addressed customer needs and targeted an attractive value proposition to specific customers to drive increased engagement / loyalty, improve sales and overall benefits to both customer and provider. For acquirer entries, judges will want to see innovative merchant programmes that incentivise and reward customers. Great programmes are only great if they have increased loyalty. Please note that entries should be submitted by the organisation that has the direct interface with the end payer or the merchant offering the service.

9
Call for Entries
June2020
5
Entry Deadline
October2020
16
Shortlist Announced
November2020
29
Dinner & Ceremony
April2021

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