Retail Payments

Our client needed assistance in ensuring that they could continue to accept payments after the enforcement of the PSD2 Strong Customer Authentication and maintain their high acceptance rates and class leading customer service standards.


CBS deployed a "Head of Customer Payments" and a small team of experienced payment professionals to work collaboratively with the client. Working with various industry participants, we provided a voice of the retailer to educate the financial services sector (and payment partners) about several retail use cases to help influence the interpretation and implementation of the SCA regulations. We provided guidance on the regulations to the internal client delivery teams and managed the overall PSD2 programme for the client, encompassing both online and in store changes.​

The client successfully continued to accept payments (>£10BN card payments) and leveraged exemptions in the regulations where it made commercial sense to enhance or protect the customer experience as necessary.


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