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June 9th, 2020
1:20 pm - 1:40 pm EDT

The Changing Retail Behaviors in a Contactless World


Amidst COVID-19, consumer behavior is changing. Which means retail behavior is changing.

In this session, hear from Blake Rosenthal-Herman, Executive Vice President of Global Acceptance Solutions at Mastercard, about emerging consumer behaviors alongside their implications for a future of contactless tech and payment capabilities.

Mastercard consumer data illustrates the level to which COVID-19 has – and continues to — impact consumer behavior. Consumers worldwide are worried about the big things — personal and family health, financial security, and the future — and lifestyles are being adjusted to meet this ‘new normal.’ These adjustments are particularly apparent at the check-out, in retail environments, and purchasing trends. A no-contact lifestyle has emerged and appears to be here to stay.

“Social distancing does not just concern people’s interactions with each other; it includes contact with publicly shared devices like point of sale terminals and checkout counters. eCommerce and contactless technologies are on the ascendance as consumers look for a safer, cleaner way to pay, and more control over physical proximity at this critical time.”

What You Will Come Away With:
•No-contact consumer lifestyle trends
•Contactless technology and what this means for the in-store experience
•Rise of e-commerce payment transactions
•Sustained consumer behavior – consumer behavior shifts here to stay

Key Reflective Questions:
•What can your business learn from Mastercard’s consumer insights?
•How can your business develop a contactless payments consumer experience?
•How might your business’ payment strategy change for the better as we come out into recovery?

The Speakers

Blake Rosenthal-Herman

Blake Rosenthal is Executive Vice President of Global Acceptance Solutions at Mastercard. In this role, she is responsible for developing and driving the strategies, services and solutions that further the company’s role in the merchant and acceptance ecosystem worldwide. She also serves on the company’s management committee.

Previously at Mastercard, Blake led the global debit products organization. Prior to that role, she was responsible for global product management for consumer products, ensuring technology investments were strategically aligned with key business and market needs.

Before joining Mastercard, Blake was a senior account executive at Visa, where she was responsible for managing and growing the relationship of a top issuer. Prior to that, she spent 11 years at Citi in a variety of leadership roles across the U.S. and international consumer banks.

She is on the steering committee of the 30% Club, a group of business leaders committed to advancing gender balance at all levels of their organizations through voluntary actions.

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The RIW program has been developed to provide inspiration and direction to executives working in retail, at brands and their partner companies.

The Future of Retail festival has been produced by the team at Retail Innovation Week(R), a spin-off division from research and strategy think-tank PSFK.