Some 1200 senior figures from the UK and Irish card and payments industries attended the tenth annual Card & Payments Awards ceremony to celebrate the finalists and winners across a variety categories.
The evening, held at The Grosvenor House Hotel and hosted by the one and only Alistair McGowan, was once again was a great occasion. Each year, almost all the major industry players come together to acknowledge and reward excellence in customer service, product design and innovation.
Each year, the event seeks to raise a nominated charity nd this year we are delighted to announce that Samaritans were the beneficiary of the charity effort on the night and at the end of the evening the event had raised almost £35,000.
The Awards received their second highest number of entries in its history despite having significantly reduced the number of categories so winning was harder than ever before. The exceptionally high quality of entry combined with the reduced number of categories meant the Awards were the most competitive yet.
MBNA had a strong evening at the Awards winning Best Technology Initiative of the Year with its Digital Communications Hub. MBNA’s Digital Communication Hub has delivered a technology led solution to deliver real time fraud alerts via SMS, voice broadcast or e-mail from one platform… Results have been very strong both in terms of fraud reduction, customer experience and incremental sales. The judges found this to be an extremely strong submission and MBNA to be a worthy winner.
MBNA also won in Best Marketing Campaign of the Year – Credit Card for its MBNA Conversion Campaign. The judges were impressed by an extremely well executed marketing campaign associated with the complicated challenge of converting almost a million customers to the MBNA brand. A range of thoughtful communications using multiple channels delivered impressive metrics with strong levels of retention with improved customer satisfaction and performance on retained accounts. MBNA also collected a Highly Commended in the new Best Achievement in Treating Customers Fairly Award for its entry MBNA, Treating Customers Fairly and with Respect.
Santander UK won Best Benefits or Loyalty Programme of the Year with Santander 123 Credit Card Seasonal Bonus Cashback. Santander’s very simple but seasonal cashback loyalty programme with its range of resonant seasonal consumer cashback offers has delivered a hugely impressive set of metrics in a highly competitive market.
Barclaycard won Best Security or Anti-fraud Development for its Negative Voice Biometrics entry. This was another extremely strong category. With Voice Biometrics, Barclaycard has developed a library of known fraudster voices. The combination of industry software, rigorously defined processes and the skills of the Barclaycard Fraud team have produced compelling results over a very short timeframe. The judges were impressed by the innovation of this submission and the metrics submitted together with the idea that this could lead to industry wide co-operation. Barclaycard also won in two other categories as well. They secured Best Business Card Programme for Barclaycard Fuel+ which impressed the judges with the range of features and global acceptance which provide assistance in the area of corporate fuel management and they also won the Best Alternative Payments Programme with bPay Band launched in 2014 , bPay band is part of the first definitive steps in wearable payments . The judges noted that this evolution of the Barclaycard wearable wristband, bPay is showing some real traction now that contactless acceptance is increasingly widespread.
Barclays rounded off a good night for the group with a win in the Best Card Design of the Year with its High Visibility Cards. Recognising the specific needs of the visually impaired, Barclays and its accessibility team has collaborated with RNIB and British Dyslexia Association to develop a striking and highly effective suite of cards designed to make use of a payment card easier for visually impaired customers. This culminated in the launch of a range of cards with directional side notch and black and white legends for easy visibility and greater clarity. The judges felt the High Visibility Card suite shows thoughtful design that is innovative, effective and entirely customer-centric.
There were two wins for Irish participants at the Awards. Firstly AIB Merchant Services lifted the award for Best Merchant Acquiring Customer Initiative with Clover Station which the judges felt was a clear winner in this category with its revolutionary cloud-based payments solution which replaces both the traditional cash register / EPOS and card payment terminal combination at the point of sale. The judges commented that this is a growing trend that will make a big difference to the merchant community.
Secondly, permenant tsb won Best Initiative in Mobile Payments with MobileMoney a peer to peer mobile payments product which uses the customer mobile number and operates on Visa’s infrastructure. The MobileMoney solution showed strong evidence of success and brought yet more innovation to the payments market.
Capital One triumphed in the Best Achievement in Treating Customers Fairly category with its Customer Alerts entry. Capital One’s entry was a very impressive synopsis of the range of TCF driven Customer Alerts to reduce the number of customer fees from late or missed payments and actively persuade customers to pay more off their outstanding card balances. Capital One’s entry eloquently demonstrated that treating customers fairly is the right thing to do and is an approach which delivers for the customers and Capital One.
PayPoint picked up the Award for Best Marketing Campaign of the Year – Other Payments Products for its ‘ Pick up More from your Local Store’ campaign. The overall campaign aim was to change consumer behaviour and perception of PayPoint reinforcing the message that consumers can use the wide range of payment services offered by PayPoint when popping to a local store. PayPoint evidenced a strong campaign on a limited budget that delivered great results.
Lloyds Banking Group enjoyed three wins at the Awards. Lloyds Bank Cardnet won the Best Achievement in Customer Service category for its Transforming Client Experience entry. Lloyds Bank Cardnet has delivered an excellent range of customer experience transformations which impressed the judges. The on – boarding lead-time has been cut to hours with a new online process and new business tools provide merchant customers with valuable business insight. Customer satisfaction levels have greatly improved.
Lloyds Bank won Best Credit Card Product of the Year with Lloyds Bank Avios Rewards Card. The judges found the Lloyds Bank Avios Rewards to be a generous product with dual MasterCard and American Express acceptance, offering fee free foreign exchange transactions and the opportunity to upgrade by a cabin class on two BA flights. This winning product was based on Lloyds Bank’s insights, which identified that travel consumers wanted to reduce the time taken to save for a holiday improve their travel experience and have a card that would reward at home and abroad.
Lloyds Banking Group were also awarded Best CSR Programme for its Helping Britain Prosper entry. The judges were impressed by the scale and commitment of the Lloyds Banking Group CSR programme. ‘Help Britain Prosper’ supports the establishment of social enterprises around the UK in disadvantaged areas, aims to raise an impressive amount of money to support these communities and at a local level position Lloyds Banking Commercial Cards and Acquiring as a supporter of enterprise and UK business. A significant number of senior leaders have been seconded to work in some of the UK’s most deprived areas, to use their expertise to help local business, charities and communities to thrive. ‘A Day to Make a Difference’ allows staff to spend a day supporting local causes by offering manpower, through to strategic support.
Best Industry Innovation of the Year was won by the Payments Council for Paym which allows customers to pay straight into someone’s account using just their mobile number by using a proxy database enabling customers to link their current account and sort code number to their mobile phone number. The delivery of this multi-million pound project led by the Payments Council has involved over 95 stakeholders across 15 major organisations. The judges agreed that Paym is a fantastic example of the power of collaboration – the new service has the necessary flexibility to enable further competition and innovation across the industry. Paym Implementation was also honoured as Industry Achievement of the Year. The role of Chris Bryson, Head of Project Delivery at Paym was acknowledged. Chris is known for his skill in getting a concept from PowerPoint into the real world and in the case of Paym, he did so in an extremely complex operating environment. It was Chris’ pragmatic, steady and persistent attitude that led to Paym being delivered on time, in scope and within budget. Chris’ strong negotiating skills led to his success managing the delivery through the different cultures and agendas of all those involved.
Best Prepaid Product of the Year was awarded to Contis Group and Ffrees for Ffrees Prepaid Debit Card. The judges found that the fee structure and product proposition of Ffrees Prepaid Debit card was extremely compelling. Ffrees is targeted at the under-served and through market research has developed a range of relevant features including current account, cash back offers and online “jam-jars” to encourage saving as well as Money Management tools closely based on the way people manage their cash. Ffrees evidenced strong performance and it is resonating within its target market.
Best Debit Card Programme of the Year was won by Tesco Bank for Clubcard Debit Card. The judges felt that the unique combination of Debit card and Club card was very compelling and provided strong appeal, driving loyalty and engagement amongst a clearly identified target market. Tesco Bank also enjoyed a Highly Commended in the Best Achievement in Customer Service category for its Making What Matters Better entry for its significant customer service achievements delivered through a range of impactful IVR customer journey improvements.
A full list of winners is listed can be found on https://www.cardandpaymentsawards.com/wp-content/uploads/2015/02/150205-02-TCPA-2015-WinnersPDFListing.pdf
The independent judging panel of industry experts was chaired by Roger Alexander, Director, Accourt Limited.
Michael Harty , Co-founder and Managing Director of The Card and Payments Awards Ltd, organisers of the Awards, “ We are of course delighted that the event continues to be a great showcase for innovation, customer service and best practice as well as the ‘go to’ networking event for UK & Irish payments industry.
The Card & Payments Awards are heavily supported by prime sponsor TSYS and Silver Sponsor Ingenico.
Award category sponsors are American Express, Diners Club International, FICO, First Data, Gemalto, Giesecke & Devrient, MasterCard and Visa. The Reception was sponsored by VocaLink, the After–Show party was sponsored by Contis Group. The entry process for The Card & Payments Awards 2016 will be launched in July 2015.
Photography of the evening is available on request. The Card & Payments Awards will issue a comprehensive award Winner’s magazine including event photos and this will be mailed in March 2015. To receive a copy please send address details to firstname.lastname@example.org
For further enquiries, please contact:
Kirsty Perkins / Michael Harty
The Card and Payments Awards
Tel: 020 7812 6488
The Card & Payments Awards aim to recognise and encourage best practice in the UK and Irish card and payments industries by recognising the achievements and successes of companies and individuals operating within them. The awards acknowledge organisations who advocate responsible customer acquisition, clarity of information and who support the community around them. Other award categories focus on technological developments, product design, innovation and marketing.
The 2015 awards event, sponsored by TSYS, was held on Thursday 5th February 2015 at The Grosvenor House Hotel in London.
Details of the Winners and Finalists are available on The Card & Payments Awards web site: www.tcpa2018.dev