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AUGUST 2021 Reinventing Digital Banking DELIGHTING AND INCREASING VALUE FOR CONSUMERS David Mattei This report is provided compliments of: Reinventing Digital Banking 2021 Aite-Novarica Group. All rights reserved. 1 Table of Contents IMPACT POINTS. 3 INTRODUCTION . 4 METHODOLOGY . 4 THE MARKET . 6 CONSUMER SENTIMENT ON RECEIPTS . 8 PAPER RECEIPT ATTITUDES . 8 DIGITAL RECEIPT EXPERIENCES . 11 DIGITAL RECEIPTS IN DIGITAL BANKING . 12 DIGITAL BANKING FEATURES OF INTEREST FOR E- COMMERCE PURCHASES . 16 CHANGES IN CONSUMER ATTITUDES TOWARD DIGITAL RECEIPTS IN DIGITAL BANKING . 20 CONCLUSION. 23 RELATED AITE-NOVARICA GROUP RESEARCH . 24 ABOUT AITE-NOVARICA GROUP . 25 CONTACT . 25 AUTHOR INFORMATION . 25 List of Figures FIGURE 1: CONSUMERS PROPENSITY TO RETAIN PAPER RECEIPTS . 9 FIGURE 2: REASONS WHY CONSUMERS KEEP PAPER RECEIPTS . 10 FIGURE 3: FREQUENCY OF BEING OFFERED A DIGITAL RECEIPT . 11 FIGURE 4: REASONS FOR PROVIDING PERSONAL DATA TO RECEIVE A DIGITAL RECEIPT . 12 IMPACT REPORT AUGUST 2021 Reinventing Digital Banking DELIGHTING AND INCREASING VALUE FOR CONSUMERS David Mattei Reinventing Digital Banking 2021 Aite-Novarica Group. All rights reserved. 2 FIGURE 5: DELIVERY PREFERENCES AMONG THOSE WHO HAVE BEEN OFFERED DIGITAL RECEIPTS . 13 FIGURE 6: RATIONALE FOR PREFERRING DIGITAL RECEIPTS IN DIGITAL BANKING . 14 FIGURE 7: DELIVERY PREFERENCES AMONG ALL CONSUMERS15 FIGURE 8: NEW DIGITAL BANKING FEATURES TO COMPLEMENT DIGITAL RECEIPTS . 16 FIGURE 9: CARD MANAGEMENT CONTROLS WITHIN DIGITAL BANKING . 17 FIGURE 10: SUBSCRIPTION MANAGEMENT FEATURES WITHIN DIGITAL BANKING . 19 FIGURE 11: CHANGE IN INTEREST IN RECEIVING DIGITAL RECEIPTS VIA DIGITAL BANKING . 20 FIGURE 12: DIGITAL RECEIPT INTEREST IN DIGITAL BANKING VS. MERCHANTS MOBILE APPS . 22 List of Tables TABLE A: INDUSTRY TRENDS SUPPORTING A CONVERSION TO DIGITAL RECEIPTS . 6 TABLE B: INTEREST IN RETAINING RECEIPTS FOR THREE MONTHS OR LONGER . 21 Reinventing Digital Banking 2021 Aite-Novarica Group. All rights reserved. 3 Impact Points Paper receipts are the norm for in-store point-of-sale systems. However, digital receipts in online banking or a mobile banking app hold the promise of providing consumers a new experience as they increasingly adopt digital banking. But do consumers want it, and how likely are they to adopt it? Aite Group conducted a survey of 3,061 consumers in the U.S., the U.K., and Germany (approximately 1,000 consumers in each country) in February and March 2021 to ascertain their paper receipt behaviors across various merchant types, experiences with digital receipts via email or text message, and interest in digital receipts in their online banking or mobile banking app. Consumers tend to retain paper receipts for three months or longer for purchases of clothing, electronics, home goods, and items from home improvement stores. Receipts are kept for one week or less from fast-food restaurants, convenience stores, grocery stores, and gas stations. U.S. and U.K. consumers are much more likely to have provided their email address or mobile phone number at the point of sale to receive the receipt digitally. Germans are much less likely to have been prompted for this information at checkout, likely due to German laws on data usage and consumer attitudes on data privacy. Consumers prefer receiving digital receipts in their online banking or mobile banking app versus via email. The top three reasons consumers prefer digital receipts in online banking or a mobile banking app are to have all receipts in the same place, to find receipts faster when needed, and to check out in store more quickly. Interest in digital receipts increased from the beginning to the end of the survey, which highlights the need for consumer education that explains what it is and its benefits. With digital receipts in online banking or a mobile banking app, consumers express interest in additional digital banking features for merchant engagement in areas such as returns, offers, loyalty programs, and warranty information. Reinventing Digital Banking 2021 Aite-Novarica Group. All rights reserved. 4 introduction Merchants have been issuing consumers paper receipts for in-store purchases for over a century. They are a mainstay of point-of-sale systems across the world. They have also grown in length in recent years with the inclusion of marketing and loyalty information. The world is increasingly becoming a digital one. Some merchants have taken the first step into digital receipts by offering electronic delivery via email, text message, or a merchant app. Implementations of digital receipts are spotty at best and do not consider integration opportunities with financial institutions (FIs). They lack a cohesive vision of what they could become. In a research study commissioned by Ethoca, a Mastercard company, Aite Group conducted a consumer study to assess peoples attitudes, preferences, and usage of paper receipts; determine how those preferences vary across various merchant categories; introduce the concept of digital receipts and how they can facilitate additional engagement of rewards, loyalty offers, and returns; and understand consumer perspectives of a world in which digital receipts are available via online banking or mobile banking apps. It also explores collaboration opportunities for both FIs and merchants to build an ecosystem that transforms and improves the digital experience for consumers and to influence future business strategies. This report uses the term “digital banking” to refer to online banking performed via a desktop browser as well as mobile banking performed via an app on a mobile phone. methodology In February and March 2021, Aite Group conducted a consumer study of 3,061 individuals in the U.S., the U.K., and Germany (roughly 1,000 people in each country) to assess their tendencies toward paper receipts and their interest in digital receipts for in- store purchases. This study also explored the topic of digital banking receipts in which digital receipts are available in a digital banking system and additional digital banking features that would be of interest. This study has a 3-point margin of error at the 99% level of confidence. Based on the sample size, results are representative of the market. Reinventing Digital Banking 2021 Aite-Novarica Group. All rights reserved. 5 The demographics of consumers who participated in the survey follow: Respondents were roughly equally split among women (48%) and men (52%). Respondents were 18 years or older, with the largest age group being 40 to 55 years old (32%). Respondents made frequent in-store purchases using a credit/debit card, with 41% of respondents using a card three to five times a week and 13% using a card more than five times a week. Respondents frequently used digital banking, with 33% of respondents logging in three to five times a week and 33% logging in more than five times a week. Reinventing Digital Banking 2021 Aite-Novarica Group. All rights reserved. 6 the market Paper receipts are a mainstay of brick-and-mortar businesses, and they have changed little over the years. One recent trend has been the increased length of receipts as merchants leverage them to incent consumers to respond to satisfaction surveys, announce sales promotions, list warranty information, provide instructions on rebate submissions, etc. For some purchases, consumers hold onto receipts for months, while for other purchases, consumers dont even bother to take the receipt, although it is printed and available for the taking. Digital receipts can either replace paper receipts or live alongside them. Some merchants offer digital receipts at the point of sale by prompting the user to enter an email address or mobile phone number at checkout and then deliver the receipt via email, via an SMS/text message, or directly within the merchants mobile app. Digital receipts are most common on the merchant extremes. Some large, enterprise-size merchants have built digital receipt capability in-house to further engage consumers, while small merchants that leverage payment systems such as Square and Clover email receipts to consumers through functionality built into these payment systems. While consumers have warmly embraced shopping online, as evident by the growth in e-commerce over the past decade and especially the pandemic-induced growth over the past year, are they interested in and ready to embrace digital receipts, either as a companion to paper receipts or as a replacement for them? What if FIs and merchants create a digital receipt infrastructure that simplifies life for consumers and enhances their businesses? This survey provides insights into these and other questions for FIs and merchants to consider as plans are developed for a future in which digital receipts are shared (Table A). TABLE A: INDUSTRY TRENDS SUPPORTING A CONVERSION TO DIGITAL RECEIPTS Market trends Market implications Paper to digital conversion FIs, credit card issuers, investment firms, and other types of businesses encourage and incent customers to switch from paper-based statements delivered via mail to digital statements downloaded from their websites. Reinventing Digital Banking 2021 Aite-Novarica Group. All rights reserved. 7 Market trends Market implications Faster checkout experiences Speed of checkout is an important metric that brick-and-mortar merchants monitor. Faster checkout improves the customer experience, reduces the number of checkout lanes and related staff and equipment, and drives incremental sales, especially for fast-food restaurants. Merchant cost- cutting efforts Merchants of all sizes look for ways to optimize their cost structures. For large and enterprise-size merchants, paper register tape is a cost item that could be lowered via digital receipts, which provides a way for them to promote their ecological initiatives. Customer convenience FIs and merchants constantly look for ways to improve the customer experience. Offering a consolidated location to find receipts coupled with other features (loyalty, warranty, subscription management, etc.) can simplify life for customers. Source: Aite Group Reinventing Digital Banking 2021 Aite-Novarica Group. All rights reserved. 8 Consumer Sentiment on Receipts The survey focused on the following types of merchants: Stores that sell clothing, electronics, home goods, etc. Hardware and home improvement stores Pharmacies Gas stations Grocery stores Convenience stores Fast-food restaurants Paper Receipt Attitudes Consumers report a stark contrast in how long they retain paper receipts. Consumers keep them three months or longer for clothing, electronics, home goods, home improvement, and pharmacy merchants. Consumers keep paper receipts for one week or less, or not at all, for gas stations, grocery stores, convenience stores, and fast-food restaurants (Figure 1). Reinventing Digital Banking 2021 Aite-Novarica Group. All rights reserved. 9 FIGURE 1: CONSUMERS PROPENSITY TO RETAIN PAPER RECEIPTS The reasons consumers most often cite for keeping a paper receipt are related to returns, warranty/guarantee, discrepancy in the amount charged, and reconciling with bank statements. U.S. consumers have a significantly higher tendency than U.K. or German consumers to keep a paper receipt for the marketing use case, such as discounts or rebates, at double the rate or higher (Figure 2). 11% 18% 6% 8% 8% 12% 7% 5% 5% 7% 5% 5% 22% 8% 5% 9% 16% 6% 6% 15% 15% 17% 12% 14% 17% 13% 12% 11% 18% 5% 11% 6% 7% 5% 5% 5% 6% 5% 5% 5% 13% 10% 15% 13% 11% 9% 13% 12% 6% 5% 6% 8% 5% 6% 5% 5% 5% 7% 5% 5% 5% 6% 5% 27% 19% 31% 32% 25% 19% 29% 27% 17% 15% 17% 18% 15% 16% 16% 14% 16% 14% 17% 16% 13% 14% 13% 11% 10% 7% 11% 10% 15% 10% 15% 21% 20% 14% 21% 25% 25% 23% 26% 28% 28% 27% 27% 29% 40% 38% 42% 41% 28% 27% 30% 28% 23% 17% 22% 28% 7% 6% 8% 8% 11% 9% 13% 11% 30% 27% 40% 23% 33% 31% 32% 35% 29% 34% 28% 23% 39% 35% 42% 39% 51% 58% 50% 45% 6% 7% 9% 6% 5% 5% 8% 6% Total (N=3,061) Germany (n=1,016) U.K. (n=1,021) U.S. (n=1,024) Total (N=3,061) Germany (n=1,016) U.K. (n=1,021) U.S. (n=1,024) Total (N=3,061) Germany (n=1,016) U.K. (n=1,021) U.S. (n=1,024) Total (N=3,061) Germany (n=1,016) U.K. (n=1,021) U.S. (n=1,024) Total (N=3,061) Germany (n=1,016) U.K. (n=1,021) U.S. (n=1,024) Total (N=3,061) Germany (n=1,016) U.K. (n=1,021) U.S. (n=1,024) Total (N=3,061) Germany (n=1,016) U.K. (n=1,021) U.S. (n=1,024) Store with clothing, electronics, home goods, etc. Hardware/ home improvement storePharmacy Gas station (when you pay at the pump)Grocery store Convenience store Fast-food- type restaurants Q. When you make a purchase in the following types of physical stores, how long do you usually keep the paper receipt? Keep for more than two years Keep for up to 2 years Keep for up to 1 year Keep for up to 6 months Keep for up to 3 months Keep for 1 week or less Dont keep at all Dont buy from this type of store Source: Aite Group survey of 3,061 U.S., U.K., and German consumers, February and March 2021 Reinventing Digital Banking 2021 Aite-Novarica Group. All rights reserved. 10 FIGURE 2: REASONS WHY CONSUMERS KEEP PAPER RECEIPTS 65% 52% 37% 33% 22% 18% 18% 17% 15% 13% 2% 64% 62% 32% 43% 31% 9% 16% 11% 17% 12% 2% 64% 47% 37% 25% 10% 15% 18% 19% 13% 12% 2% 68% 46% 42% 30% 26% 31% 19% 22% 15% 15% 2% In case I need to return something In case the product I bought has a warranty/guarantee, or I have a service contract on a product I bought In case there is a discrepancy/disagreement in how much I was charged or what I was charged for I compare the receipt with my bank statement or account charges For tax purposes I hold the receipt for discounts, rebates, or other marketing offers I take the receipt and hold it out of habit I like the comfort of having the receipt, even if there is not a likelihood that Ill need it I like to log or allocate expenses For work, to log it for expense purposes either to be reimbursed or to allocate the expense Other reason Q. Why do you keep paper receipts? (Select all that apply; among consumers who keep paper receipts when purchasing in a physical store) Total (n=2,898) Germany (n=980) U.K. (n=956) U.S. (n=962) Source: Aite Group survey of 3,061 U.S., U.K., and German consumers, February and March 2021 Reinventing Digital Banking 2021 Aite-Novarica Group. All rights reserved. 11 Digital Receipt Experiences U.S. and U.K. consumers are most likely to have been prompted in-store to provide an email address or mobile phone number to receive a digital receiptat 74% and 68%, respectively. It is notable that Germans are less likely to have been prompted to provide data to receive a digital receipt, with 61% having never been asked (Figure 3). German merchants may be less likely to prompt for this data due to national laws related to data collection and usage. FIGURE 3: FREQUENCY OF BEING OFFERED A DIGITAL RECEIPT Consumers take the time to provide personal data to receive a digital receipt because they would rather have a

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2021-11-15 116页 5星级

国际金融公司（IFC）：太平洋可再生资源投资指南（英文版）（174页）.pdf

该小组要感谢巴布亚新几内亚电力有限公司、斐济能源有限公司、所罗门群岛电力管理局、教科文组织和vul在讲习班期间所作的早期贡献。非常感谢Clarity Global编辑了这份报告，也感谢Karmen K.

2021-11-12 174页 5星级

金融稳定委员会（FSB）：2021年FSB年报（英文版）（37页）.pdf

就与金融机构依赖第三方供应商有关的监管和监督问题开展工作;网络事件响应与恢复;并解决由所谓的“全球稳定币”安排引起的具体风险。对中央交易对手(CCP)财务资源的分析工作，考虑到向中央清算的转移增加了C.

2021-11-12 37页 5星级

金融稳定委员会（FSB）：2021年金融稳定性的经验教训报告（英文版）（17页）.pdf

本最终报告更新了7月份关于COVID-19大流行给金融稳定带来的初步教训的临时报告，并概述了FSB和其他标准制定机构针对这些教训采取的行动。最新报告反映了外部利益攸关方和FSB区域磋商小组(RCGs).

2021-11-12 17页 5星级

金融稳定委员会（FSB）：2021年增强非银行机构弹性报告（英文版）（28页）.pdf

金融稳定委员会(FSB)在国际层面协调各国金融当局和国际标准制定机构的工作，以制定和促进有效的监管、监督和其他金融部门政策的实施。FSB章程规定了ltsmandate，该章程规范了FSB的政策制定和相.

2021-11-12 28页 5星级

国际可再生能源署（IRENA）：2021年北马其顿的去风险投资（De-Risking Investments）报告（英文版）（48页）.pdf

北马其顿共和国(以下简称北马其顿)的能源部门主要以化石燃料为基础。Againstthis背景,北马其顿beenon值得称道的路径加强机制的整体能源结构,countryhas最近采用或正在ofdraft.

2021-11-12 48页 5星级