Banking on technology

From the beginning of the planning phase for any project, stakeholder buy-in is essential. This article examines how a Spanish financial organization gained stakeholder support when introducing an innovative contactless payment program focused on transforming how its customers make purchases and use ATMs. In doing so, it overviews how the company secured buy-in from customers by distributing credit cards with built-in contactless payment chips and installing point of sale (POS) chip readers at select merchants and ATMs. It identifies the primary challenges related to earning buy-in and reveals how those challenges were conquered. It overviews the risks involved in the project, including entering into a new territory using unknown technology. The article details the approach used by the project team, noting how a pilot program was set up and how a post-implementation survey was conducted. It then reports the results of the Balearic beta phase. It also details the advertising and communication campaigns used by
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