Super Early Bird Fee

Register and Pay
by 3 Nov '17

Early Bird Fee

Register and Pay
by 1 Dec '17

Regular Fee

Register and Pay
after 1 Dec '17

$2,095.00(SGD) $2,295.00(SGD) $2,595.00(SGD)

Group Discount! Enjoy 10% off when you register for 3 or more
For groups of 3, 4th comes for free

Fees are subject to 7% GST for all Singapore registered companies

  1. Super Early Bird and Early Bird promotion: Discount will only be valid if payment is received by stipulated date.
  2. Group Discount only applies to registrations from the same company registering at the same time, issued in a single invoice and of the same billing source.
  3. Only corporate registrations will be accepted.
  4. Bank charges & taxes are to be borne by registrants, if applicable.
  5. Full payment is mandatory upon registration for admission to the event.
  6. Walk-in delegates will only be admitted on the basis of space availability and with immediate full payment.
  7. Fee includes lunch, refreshments and documentation.
  8. To enjoy applicable corporate room rates, please quote “Pacific Conferences Corporate Rate”
  9. The organiser reserves the right to make any amendments that it deems to be in the interests of the event without any notice.
  10. Any information provided by registrants will be used for the primary purpose of event administration and upcoming events updates. For more information, please visit:


A replacement is welcome if you are unable to attend. A full refund less 10% administrative charge will be issued for cancellation received in writing by 15 Dec 2017. A 50% refund and a set of documentation will be issued for cancellation received by 29 Dec 2017. Regrettably, no refund will be issued for cancellation received after 29 Dec 2017 or for “no show” participant. You will however receive a set of documentation.

Can you offer Convenient, Secure Payments at a Minimal Cost?

Visa payWave, QR Code, Apple Pay – Consumers are increasingly seeking new payment methods for fast, easy and safe purchases. Yet adopting alternative payments can be costly and challenging for merchants. How can you integrate new platforms with legacy POS systems in a cost-effective way? Are you able to choose the best digital technologies to incorporate into existing payment options with the least friction? Do you know which digital systems can support various payment modes and how to eliminate the need for separate equipment to reduce inefficiency?

Acquire Strategies to Overcome Integration, Cost, Implementation Challenges

Join this 2-day workshop to acquire practical tactics to implement effective and secure digital payment solutions aligned with consumers’ needs and preferences. Through interactive exercises, examine how to evaluate market readiness and consumers’ behaviour to offer the right payment options. Gain insights into latest payment methods and how to integrate them to build a payments platform tailored to your organisation. Hear best practice sharing on chargebacks, customer account management and service function to overcome negative customer experience and provide true omnichannel service. Pick up key processes and technologies to secure payments and build trust by managing risks and ensuring compliance.

Workshop Highlights

Which Payment Methods to Offer?

Mobile wallets, contactless, QR code, wearables & more

Understanding your Customers

What are their preferences & pain points? What are competitors doing?

Building a Payments Platform

Payments portfolio, transaction ecosystem, delivery model

Managing Payments Operations

Customer payments lifecycle, initiating transactions, handling exceptions

Designing Core Payments Processes

How to minimise costs, lost sales, customer attrition and friction?

Payments Risks & Compliance

Anti-money laundering, data protection, laws and industry standards

Securing Transactions

Key processes, technologies: Authorisation, HCE (host card emulation) & more

Implement Risk Management Strategy

Assess threats and vulnerabilities, apply layered controls

Hands-on Exercises & In-depth Case Studies

Tailored feedback & actionable takeaways applicable to real-world businesses

Benefits of Attending

  • Examine available payments options: Form factors, transaction captures, service delivery channels etc.
  • Evaluate market readiness (technology, network, regulatory infrastructure) to support digital payments
  • Analyse customer demographics, preferences, pain points, affordability and usage of technologies etc.
  • Study payments supply chain and technology stack: Front end, back end, multichannel vs. omnichannel etc.
  • Draw insights from successful platforms like Apple, WeChat, Amazon to design your digital payments model
  • Master the customer payments lifecycle: Onboarding, adding payment methods, funding, profile management
  • Learn the “musts” in omnichannel services: Single customer view, lifelong customer relationship management
  • Identify the causes of positive CX: How to minimise shopping cart abandonment, transaction exceptions etc.
  • Mitigate cyber fraud and identity theft: Phishing, social engineering, account takeover fraud, and other threats
  • Discover how to comply with regulations and industry standards: AML/KYC, PDPA, PCI DSS, ISO 27000 etc.
  • Design a risk management and security program: Threat assessment, security technologies, controls etc.

Workshop Leader

Tom Wills


Ontrack Advisory

CP6-Ontrack Advisory2


Tom Wills is an executive advisor on fintech product and platform strategy as well as risk, fraud, cyber security, identity and regulatory compliance in the payment systems and e-commerce sectors. Over 30 years’ experience as a product developer, security practitioner, industry analyst and entrepreneur bring him unique insight into what works and what doesn’t in building high-trust digital commerce environments.


Tom has guided organisations including Visa, Bank of America, Wells Fargo Bank, Unionbank of the Philippines, Intuit, Verifone, Richemont, the US Department of Homeland Security – and numerous startups – to design, build, and secure their mission-critical platforms and ecosystems.


Tom is an advisory board member for as well as fintech startups Kashmi, TenX, CherryPay, Holla, Kite Cash and MobiCart, and an active mentor for the Startupbootcamp Fintech and Get2Volume venture accelerators in Singapore. He is a frequent media commentator and public speaker on digital payments, identity and security issues – appearing at industry events such as PayExpo, GSMA 360, RSA Security and others. He holds both CISSP and CFE certifications. Tom has also lived and worked in the US, UK, UAE, Philippines and Dominican Republic.

What Past Delegates Have Said

Liked the analysis on the payment and security issues, learning the new trends – Echo, Apple Pay etc.

The workshop leader is an expert in payments so he is the perfect source of insight, knowledge. Very helpful and addressed the problems and solutions

Liked studying different PSP types, security technology and transaction technologies

The materials are relevant. Structured and comprehensive on topics presented

Who Should Attend

Merchants in the payments value chain including senior executives from:

  • Finance
  • Systems (Financial, Security Access Management, Analyst)
  • Development (Product, Application, Digital Experience, Interactive Services)
  • IT
  • Strategy & Innovation
  • Marketing
  • Sales
  • Engineering


  • Session 1: The Digital Customer — Which Payment Methods to Offer?

    Visa, Alipay, Apple Pay? Payment via mobile, wearable, desktop PC? Debit and credit cards, bank transfers, Bitcoin? Does your market have the necessary technology, service and regulatory infrastructure for you to offer advanced digital payments? Examine key considerations to arrive at the best set of payment choices to offer.

    • How to determine the available payment acceptance options in your market:
      • Form factors — Cards, mobile devices (smartphones, tablets, wearables, feature phones)
      • The customer interface — Digital wallets, social media, mobile apps, browsers, SMS
      • Transaction capture — Contactless, chip, QR codes, smart voice assistants
      • Service delivery channels — Face-to-face, online, O2O (online-to-offline), call centre
      • Funding methods — Bank accounts, credit or stored value accounts, digital or physical cash
      • Support ecosystem — Network services (broadband, wireless), payment services (schemes/brands, switches, clearinghouses), technology providers and regulatory environment
    • How to determine the right payment options to offer your customers:
      • Knowing who your customers are and their concerns and preferences in payments
      • Availability, affordability and usage of consumer technologies — Smartphones, wearables, etc.

    Team Exercise:
    Evaluate your market’s readiness to support your organisation in offering digital payments:

    • Which payment options are realistically available for you to offer?
    • Which ones can be expected in the near future?

    Team Exercise:
    Analyse and understand your customer base:

    • Who are your customers, and what do they care about when it comes to payments?
    • Demographics, trends, attitudes and pain points
    • What are your competitors doing for their customers?
    • With all this in mind, what specific payment options will you offer your customers?
  • Session 2: Building your Payments Platform in the Era of Next-Gen Payments

    With e-commerce, social media giants (Alipay, Apple, Amazon and WeChat), and fintech startups redefining the payments landscape, how will payment services work in this new environment and how should they work with other core business processes?

    Understand the interfaces of next-generation payments platforms, how they all fit together and how to build your payments platform.

    • Designing your organisation’s payments platform:
      • Your digital business model (with reference to successful platforms such as Alipay, WeChat, Apple, Amazon and others)
      • Where do payments fit in your customer journey? Examine the evolution to contextual payments
      • The payments supply chain and technology stack — Front end, back end, APIs (Application Program Interface) and connectivity to external partners, multichannel vs. omnichannel
      • Authentication processes to balance CX (customer experience) and security with minimum friction

    Team Exercise: Design a basic (high-level) consumer payments platform for your organisation following a strategy from the results of Session 1 exercises.

    Outputs include:

    • Your portfolio of selected payment options
    • Diagram of your transaction ecosystem/supply chain
    • Diagram of your platform technology stack (consumer front end and server back end)
    • Articulation of your payment processing cost and revenue model
  • Session 3: Managing Payments Operations — Enhancing Customer Experience (CX) & Omnichannel Service

    Beyond originating transactions and receiving funds, gain an in-depth understanding of the key processes involved in both “normal” payment transactions and exceptions. Understand chargebacks, customer account management and service function with an emphasis on true omnichannel service capability and positive CX.

    • The customer payments lifecycle — Onboarding, adding payment methods, funding (for stored value accounts), profile management, customer service
    • The two “musts” for providing omnichannel payment services — A single customer view and lifelong customer relationship management
    • Initiating transactions — Payment method selection and checkout
    • Exception handling — Dealing with commercial disputes, chargebacks, fraudulent transactions
    • Causes of positive or negative CX — Considerations to minimise shopping cart abandonment, transaction exceptions, and unnecessary contact with the call center

    Team Exercise: Design a set of core processes from among those explained with the objective to maximise profitability from your payments operations, while keeping costs, lost sales and customer attrition resulting from friction and unnecessary exceptions to a minimum.

  • Session 4: Securing Payments — Managing Risks, Ensuring Compliance, Building Trust

    AML (anti-money laundering), KYC (know-your-customer), consumer privacy and data breach laws — Which ones does your organisation need to comply with? What about PCI DSS and other industry standards? What are the key fraud and cyber security threats against payment services, and how can you defend against them?

    Acquire an in-depth understanding of critical compliance, risk management, and security considerations for accepting digital payments.

    • Ensuring compliance with:
      • Laws and regulations — AML/KYC rules, PDPA (Singapore), PDPO (Hong Kong) and others
      • Industry standards — PCI DSS, ISO 27000, SSAE 16 (formerly SAS 70), FIDO authentication and others
    • Securing transactions and building customer trust:
      • Cyber fraud and identity theft — Phishing, social engineering, new account fraud, account takeover fraud, unlimited operations, and other security threats
      • Assessing and mitigating risk in the payments ecosystem
      • Key security processes — customer identification for KYC, authentication, authorisation, transaction monitoring
      • Key security technologies — NFC (near-field communication), HCE (host card emulation), TEE (trusted execution environment), risk mitigation using artificial intelligence, machine learning and behavioural analytics and others

    Team Exercise:
    Design a risk management and security program for your payments operation:

    • Assess threats and vulnerabilities for the payments platform you developed in Session 2
    • Articulate a risk management strategy emphasising layered controls including technical, business process and governance controls