Customers and retailers will be better protected against fraud than ever before and will no longer need notoriously easy to steal passwords. Ralf Gladis, CEO, Computop, argues

There are few industries in such flux as e-commerce, and there are two key payment trends that will shape its development in 2020. Unsurprisingly both of them put the customer centre-stage through the use of innovative technology.

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The first is biometrics: Fingerprints, face scans and voice recognition will become more widespread and more noticeable in e-commerce transactions in 2020.

They will also herald an unprecedented level of security and convenience in payment transactions. Customers and retailers will be better protected against fraud than ever before and will no longer need notoriously easy to steal passwords.

With Secure Customer Authentication Delegation, retailers will even be able to use biometrics themselves for payment authentication, a process previously restricted to banks.

The authentication of the payment therefore will merge neatly with the login and the result will be one less step in the buying process, and one less point at which the customer can abandon their purchase.

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The second is omnichannel: Haven’t we heard this before? No, we’re moving on. Online and offline trading continue to merge and improve the shopping experience for online consumers as well as those with a preference for the high street. 2020 will see the emergence of changing rooms that can be reserved via mobile phones and in which the selected merchandise is ready and waiting when a customer walks in.

Large touch-screen displays will also bring the online store to life at the physical point of sale. This means that customers whether they are in DIY shops, or in a department store, can immediately select items that are not in stock on site, order them and have them delivered to their homes at a time to suit them.

These are not pipe dreams. Many retailers are already implementing SCA Delegation with a view to improving the customer journey, speeding up payment and ensuring transactions are secure. And when it comes to ordering in-store to deliver at home, it was always just a matter of time.