By Luka Celic, Head of Payments Architecture – MENA, Endava

Banks and payment services providers (PSPs) have been the region’s engines of economic growth for as long as anyone can remember. It is therefore jarring to imagine that this dominance is now under threat. After all, venerable banks and credit card companies have elegantly embraced the Internet, mobile banking, and the cloud to deliver self service banking to millions of customers. But consumers, especially digital natives, have never been known for congratulating an industry for a job well done. Instead, with each convenience, their expectations only grow. The siege reality of the pandemic accelerated a shift in consumer behaviour, and Middle East banks and PSPs now face challenges on three fronts.

The first is FinTechs. from Saudi Arabia’s BNPL (buy now, pay later) pioneer Tamara and Qatar’s unbanked oriented platform cwallet, to online financial services, Klarna, tech startups have been able to tap into rapidly changing consumer markets. New companies find it easier to pivot. And like speed boats racing against aircraft carriers, they weaved effortlessly to fulfil a range of desires amid high smartphone connectivity rates and a range of other favourable market conditions. By one estimate from 2022, BNPL alone accounted for US$1.5 billion (or 4%) of the Middle East and Africa’s online retail market.

The second threat is open banking, which comes in many forms, but one example is the instant-payments platforms being introduced by central banks such as those in Saudi Arabia and the United Arab Emirates. To get a sense of how this could play out, we need only look to Europe, where players who once relied on payments through card schemes are now pivoting towards open banking enabled payments. Closer to home, Al Ansari Exchange recently announced its customers can now transfer money and settle bills via the recipient’s mobile number, enabled by the UAE’s Aani IPP.

And finally, comes big tech. To augment its e-wallet service, Apple has signed up to an open banking service in the UK. The open banking framework which banks enabled through their investments is being exploited by a Big Tech firm that has access to 34% of UK smartphone users. Unsurprisingly, this sparked a fierce antitrust complaint by UK’s banks. Other big names will surely follow as they continue to craft ways of offering the digital experiences that garnered them user loyalty in the first place.

THE BALANCE

Apple Wallet is aimed at blending payment methods, loyalty cards, and other services into a single experience. But such moves have raised regulators’ eyebrows regarding a lack of interoperability and the preservation of competitive markets. Hence, Apple’s open banking foray — a gesture to calm the nerves of a finance market that fears having to compete with a company armed with countless millions of user transactions from which to draw insights. The massive user bases of tech giants will give any FSI CEO goosebumps. How does a traditional bank lure an Apple user? Open banking initiatives open the door to greater competition and innovation, both of which are good for consumers. But the only way to ensure both is by building an ecosystem that balances innovation with regulatory oversight.

FROM INCUMBENT TO INNOVATOR

Yes, smaller businesses have freedom of movement that larger incumbents do not. But that does not mean that there are no paths for banks and PSPs. There are, in fact, several strategies that larger FSI companies can employ to capitalise on the open banking revolution.

The first of these is collaborating to create ecosystems that provide users with frictionless experiences. Established FSIs already have access to a wealth of information about their customers and must now consider how to integrate data sources to create highly streamlined and frictionless workflows. A customer applying for a loan could then see their details auto populated, and credit history already accounted — all without the hassle of lengthy phone calls, application forms, or submission requests. In an age when instant is everything, it’s easy to see why the former approach could foster loyalty, while the latter would only serve to drive customers towards more capable competitors.

Card companies and issuer banks could also work with acquirers to smooth out the rough landscape that has arisen from the advent of digital payments. Acquirers traditionally acted on behalf of the merchants that accepted payment methods to recoup funds from the PSP through the issuing bank. This system has served the industry well, but with more payment methods emerging, acquirers have branched out into mobile wallets, QR codes, and gateway services. Gradually the relevance of established players has dwindled as their lack of representation at the critical checkpoint has diminished their significance. Incumbents must work to turn back the tide by recognising that acceptance and acceptance ownership are becoming increasingly important for maintaining market relevance.

Another strategy is diversification. Veteran FSIs may feel like they’ve lost ground to nimble start-ups and Neo Banks, but history shows value in patience — established FSI players now benefit from the investments of early innovators, and double down on payments innovations which have already shown the most promise. Moreover, if they diversify their portfolios through acquisitions, innovations, and partnerships, they can secure their future. Mastercard presents an excellent example with their US$200m investment into MTM payments. This single move has given the company access to MTM’s 290 million strong subscriber base, allowing these customers to become familiar with Mastercard products before getting entrenched with mobile wallet alternatives.

WHO’S ON TOP?

If we look at the rise of BNPL services, we see an origin story with — at least — major supporting roles for large card providers. But open banking has sidelined them in just a few years. BlackBerry was a stock market darling just five years before it sought a buyer. Traditional FSI players must innovate; they must collaborate with emerging disruptors; they must diversify. They can survive and thrive if they do these things — after all, they already have much of the infrastructure, and experience required for success. Middle East banks and PSPs have the existing user bases, so they have the scale to get out in front in the era of open banking. All they lack is the kind of compelling use cases that will entice the banking public. PSPs and their issuers could offer embedded payments, for example. The right services at the right time will be warmly received by consumers, no matter the scale of the offering institution, so there is every reason to believe that incumbents will come out on top against FinTech and Big Tech.

By Saeed Alajou, Senior Sales Director, Enterprise Business

With the increasing dominance of technological advancements in the current era, the global retail industry is witnessing a massive shift in its operations. As the industry embraces a varied range of cutting-edge technologies such as artificial intelligence (AI) and big data analytics, it is redefining customer expectations and the conventional concepts of business operations. According to recent studies, The global artificial intelligence (AI) in retail market size is projected to grow from $9.36 billion in 2024 to $85.07 billion by 2032, at a CAGR of 31.8% from 2024 to 2032. This transformative wave is compelling companies to harness the potential of these cutting-edge technologies to maintain their competitive edge.

One of the most evident trends in this era is the convergence of eCommerce, AI and data analytics, which is driving the evolution of the retail landscape worldwide. In the current omnichannel retail landscape, consumers expect consistency and continuity across various touchpoints, pushing industry players to integrate conversational AI. This integration ensures a seamless experience; for example, customers can begin a conversation with a chatbot while browsing online and effortlessly continue it via a mobile app when they visit a physical store.

However, the potential of the omnichannel approach and conversational AI platforms is not limited to supporting customers. They also provide retailers with valuable insights into customer behaviour across different channels. Conversational AI platforms can generate a vast amount of data from customer interactions, offering retailers valuable insights into consumer preferences, trends, and pain points. By analysing this data, retailers can uncover patterns, identify emerging trends, and optimise their product offerings and marketing strategies accordingly.

Furthermore, AI-driven analytics enable retailers to gauge customer sentiment, allowing them to address issues and enhance satisfaction proactively. These data-driven insights empower retailers to make informed decisions and stay ahead of the curve. Reflecting the vast potential of AI, the retail sector in the Middle East is rapidly adopting this technology, becoming a leading industry in AI investment. Reports indicate that AI spending in the Middle East and Africa (MEA) reached USD 3 billion and is expected to grow to USD 6.4 billion by 2026, with a compound annual growth rate (CAGR) of 29.7 per cent.

The innovation of chatbots and virtual assistants has accelerated the integration of AI technologies in retail, revolutionising customer interactions by adding a human-like touch to digital engagements. These tools enhance the purchasing journey, making it more intuitive and responsive, providing customised and real-time recommendations based on consumer sentiment. However, retailers need to manage expectations of scalability and ensure AI complements rather than replaces human interactions.

Furthermore, integrating big data into retail operations helps understand customer behaviour and preferences. Retailers can leverage vast amounts of data to gain insights into customer needs and tailor their offerings accordingly. By analysing customer-generated data, businesses can conduct predictive analysis to anticipate trends and make informed decisions, keeping them ahead of the curve in offering products and services that resonate with their target audience.

When it comes to the impact of AI integration in the retail sector, one key segment where it is significantly visible is the supply chain. By integrating big data analytics, retailers are achieving more efficiency in their supply chain operations. Predictive analytics powered by AI aids in forecasting demand, optimising inventory levels, reducing waste, and ensuring products are available when and where customers need them. This enhances operational efficiency and customer satisfaction by minimising stockouts and delays.

AI integration supports a customer-centric approach in retail, and it positions technology as a key facilitator in meeting customer demand. Advanced technologies can identify and replicate demographic needs and pinpoint where investment is required to add value. The integration of various AI tools including price-matching technologies, pay-per-click advertising optimisation, and predictive analytics, aids the retailers in focusing on perfecting the customer journey, ensuring a seamless and enjoyable experience from the start to finish.

Although AI is widely embraced across the industry regardless of company size, delivering the best customer service requires empowering employees with the right tools and knowledge. When employees are equipped with AI-driven insights, they can provide more personalised and efficient service, enhancing the overall customer experience. This empowerment also promotes a culture of innovation and continuous improvement within the organization.

Additionally, data integration and integrity are crucial for the effectiveness of AI and big data. Retailers must implement systems that can integrate data from various sources, ensuring that all information is accurate, consistent, and up to date. This collaborative approach allows retailers to offer a unified brand experience across all channels while maintaining data boundaries and complying with privacy regulations.

This widespread adoption of AI technologies in the industry underscores the importance of establishing a robust and adaptable regulatory framework. Given the growing concerns about data privacy and ethical use, retailers must ensure responsible and secure handling of customer data. Stagnant regulations can lead to compliance issues and erode customer trust, and this necessitates current and customer-aligned regulations to maintain a trustworthy data environment.

Another challenge in AI integration is utilising AI and big data to experiment with new ideas and strategies. In retail, embracing calculated risks is crucial for innovation and growth, viewing risks as learning opportunities. Being responsive to evolving customer needs allows retailers to navigate uncertainties and capitalise on opportunities for success.

With AI projected to contribute up to USD 320 billion to the Middle East’s economy by 2030, the region is increasing its investment in technology. This emphasises the need for a holistic approach in retail, integrating AI, big data, and a customer-centric mindset to thrive in the market. The industry players can maintain their competitive edge by focusing on efficiency in supply chain operations, understanding consumer behaviour, and empowering employees.

We are moving to a technology immersed environment where virtually and in reality, every aspect of our personal and professional lives involves the use of technology. Whether one wants to connect with his/her loved ones, book a cab to work, order a meal at home, send emails to clients, operate a machine, or ship a large consignment, everything is dependent on technology. This is nothing but consumerization of IT, where every task in our day-to-day life is carried out with the help of IT. Technology has not only made our lives easier but also efficient and faster. In many cases, use of technology has led to cost savings and in regions like North America, technology has solved issues related to shortage of labor.

As we enter the era of 5G (5^th generation connectivity with Speed: 1-10Gbps and latency – 1 ms) after passing through various stages of 1G, 2G, 3G, 4G, 4G LTE, organizations are re-strategizing to make their operations smoother and sharper, further paving way to consumerization of tech. While many parts of the world still rely on 4G and 4G LTE, 5G is beginning to gain traction and expand its reach.5G is expected to have a significant impact on the consumerization of IT, as it promises faster data transfer speeds, lower latency, and greater capacity, revolutionizing the way we connect and communicate with each other, as well as the way businesses operate in today’s hyper-connected era. In this article, we will dive into the consumerization of IT and the influence of 5G, focusing on the potential benefits for both businesses and consumers. The biggest step that we have seen in the commercialization of IT is the adoption of mobile phones and laptops, followed by connected devices in an enterprise and/or industries.

The Influence of 5G

5G will enable businesses to support more devices and applications simultaneously, leading to improved productivity and better customer experiences. 5G will be the foundational pillar to groundbreaking applications across industries which will in turn point the way to mass adoption of different technologies. The democratization of 5G is empowered by the below:

• Artificial Intelligence: 5G and AI are inter-knitted in such a way that one will be incomplete without the other. Together these techs will kick-off the connected intelligence environments. 5G will ease out the functioning of heavy AI applications, simultaneously AI will enable smooth functioning of 5G and network optimization to a significant extent.
• Smart Devices, Smart Cities, Connected Environments: This is an area where 5G will make the biggest impact by providing connectivity to billions of devices together without any lag. IoT devices will be able to connect to networks faster and in more reliably way. 5G will handle the majority of the workload, facilitating seamless communication among devices and enabling Industry 4.0 applications. This will help businesses to safely connect to networks by simultaneously collecting and analysing data in real-time which will help them make better decisions based on that data.
• Autonomous Vehicles: 5G will facilitate vehicle-to-vehicle and vehicle-to-infrastructure communication, enabling real-time management of on-road vehicle operations. The faster connectivity will ensure safer and efficient transportation.
• Entertainment: With faster download and upload speeds, consumers will be able to stream high-quality video content with minimal buffering, download large files in seconds, and play online games with low latency. It will stabilize the use of AR/VR (supporting Metaverse applications) and holographic technologies that will provide immersive experiences with low latency and high-quality graphics, making them more accessible and useful. 5G will also democratize live broadcasting, helping media production houses with a platform to stream events and sports, which was previously ignored due to need of high bandwidth. Streaming platforms can deliver 4K and 8K content seamlessly, transforming how we consume media and interact with digital content.
• Digital Healthcare: 5G era will also be the onset of remote surgeries, robotic surgeries, usage of in-body devices (body ingrained chips), wearables, IoMT (Internet of Medical Things), and other real-time data transfer applications to monitor humans and their smooth living. Surgeons can perform complex procedures remotely with precision, and ambulances equipped with 5G can transmit critical patient data to hospitals in transit, potentially saving lives through faster response times.

These applications have struggled until 5G launched and are gaining momentum ever since 5G has come into play. There is a rapid emergence of new applications in the above-mentioned areas/technologies. Further, applications of 5G play an important role are 3D printing, drones, robotics, data analytics, cloud computing and much more.

However, this is not all. 5G does bring a lot of challenges related to infrastructure upgradation, which can also be time intensive. Lack of 5G-enabled devices, spectrum allocation, interoperability, security (need for proper regulations and guidelines) and the cost associated with the entire implementation of 5G are some of the other challenges. Not every country and company can afford the high costs associated with 5G.  In order to eliminate the obstacles.in the development and deployment of 5G, Governments play an essential role, where they can only bear the cost of developing and implementing 5G infrastructure.

As per GSMA, the investment in 5G will reach $ 1 Trillion worldwide by 2025. Regions such as Americas, Middle East are rapidly growing in the number of 5G subscriptions. Also, EU and Asia-Pacific countries are actively participating in the development of 5G. Many countries across the world are investing to bridge the gap and remove the digital divide by offering the same level of internet access to urban, rural as well as other underserved areas. This improved connectivity will bring numerous opportunities such as educational opportunities to rural students (removing occurrences of isolation as happened during COVID), agricultural practices, telemedicine services and much more.  Several major telecom companies such as Verizon, AT&T, Ericsson, Nokia are participating actively to bridge the gap.

The societal impact of 5G has not been comprehended to a larger extent. R&D is underway to understand the significant ramifications of this technology. Some positive potential societal implications can include generation of new job roles and efficient energy usage. There is a need for responsible consumption where cities/communities promote growth but in a sustainable way which can be provided by 5G as it is more systematic and standardized. 5G provides improved network efficiency, eliminating unnecessary items and provide efficient pathways to transmit information that helps to save energy. This way 5G will promote economic growth as well.

Future Focus

5G when co-existing with other networks is expected to improve the quality of life and bring economic prosperity. Companies must frame an effective strategy and hire skilled professionals for leading projects that commercialize IT across different teams in an organization. This will include combination of different technologies and their capabilities for different tasks, which will foster innovative and efficient tech environments equipped with focused solutions. 5G’s faster speeds will enable many use cases which have been dormant or slow moving in the past. Every stakeholder in the 5G environment be it the government, telecom companies, other tech companies or adopters of 5G – all will have to work in conjunction towards the development of 5G and overcome challenges.

Mass adoption of 5G across businesses will capitalize on new bundled services and new business models by providing innovative services and combining different services to offer a packaged solution. Maturity of 5G will happen in phases, with each phase enabling some functional drivers making it more and more impactful.

5G will catalyse consumer’s daily lives by sanctioning impactful use cases and elevating the overall lifestyle. The technology equipped future that many have imagined in sci-fi, is here now. 5G era will be an onset of exciting times as it will support massive transformation in many industries enabling applications that will enable innovations leading us to a futuristic world.