Banking On Technology: Get Shareholders to Accept New 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.

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