Brendan Miller

Principal Analyst

Forrester Bio

Author Insights

Who Will Win The Future Of Payments?

Brendan Miller 7 days ago

Autonomous payments is the future state of payments — and banks, merchants, and payment vendors need to prepare now. Venture funding in this arena already exceeds $28 billion. Coupled with intensifying economic and political forces, consumers globally will see this new but nonlinear evolution of payments emerge, where payments will melt into the wider commerce experience […]

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Stripe Moving Into Point-Of-Sale Transaction Processing

Brendan Miller September 17, 2018

Stripe, one of the leading payment providers for online and platform businesses, today announced “Stripe Terminal” to tackle the merchant challenges around in-person payments. Stripe’s solution combines several of the technology components that go into in-person payments and works to abstract the complexity away for merchants and developers. In-person payments are operationally challenging for merchants. […]

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Just Released: The State Of The US Retail Shopper In 2018

Brendan Miller August 1, 2018

Many retailers today face a stacked deck. Consumers are spending their income at the highest rate in decades but not on the retail staples that have traditionally filled retailers’ coffers. “The State Of The US Retail Shopper In 2018” report examines the key personal economic factors responsible for turbulence in the US retail industry while […]

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Retailers: You’re In a Tech Hiring Race; Follow Home Depot’s Lead

Brendan Miller April 19, 2018

This week, The Home Depot  announced that it is pressing the gas further on its digital initiatives by augmenting its existing 2,800-person tech team with another 1,000 IT, product, and CX tech workers. What’s behind this? Not one to rest on its laurels, The Home Depot knows that it needs to grow its digital expertise […]

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Merchant Risk Council 2018 Vegas Recap: The Business Model For Fraud Prevention Technology Is Shifting

Brendan Miller April 5, 2018

Not surprisingly, machine learning technology was on full display this year at MRC Vegas. Using new self-directing machine-learning models, merchants are increasingly outsourcing significant but noncore operational tasks like writing fraud rules, case management, and even the financial risk itself. Why? In many cases, retailers are simply not equipped with the rigorous data intelligence, rules, machine […]

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NRF Recap: Facial Recognition Will Change The In-Store Experience (If We Let It)

Brendan Miller January 23, 2018

Not surprisingly, artificial intelligence in all forms was on full display this year at the NRF Big Show. One AI application that caught my attention was facial recognition technology. Last year, 23% of business technology decision-makers said their firm is using or likely to use facial recognition technology, just 3.5% less than machine learning platforms. […]

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The New W3C Payments Request API Standard Means Better Web Checkout Experiences

Brendan Miller November 15, 2017

All major browser makers are implementing a new World Wide Web Consortium (W3C) Payment Request API standard, which means faster, more secure web checkouts are right around the corner as early as mid-2018. When implemented, the Payment Request API standard is particularly important for mobile web, where retailers see average conversion rates at one-third of […]

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Forrester Releases First Of Its Kind Industry Wave Focused On Retailers’ Mobile Websites

Brendan Miller October 27, 2017

Home Depot and Wayfair take leading spots You already know Forrester for its iconic Wave graphic that ranks technology vendors on their strategy and capabilities to serve industry clients. Starting today Forrester is introducing new kind of research document called a Forrester Industry Wave that evaluates digital experiences of firms that serve end customers. The […]

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A Customer-Led Approach Is Fundamental To The Integration Of Worldpay And Vantiv

Brendan Miller August 15, 2017

Vantiv has the largest payments industry acquisition of 2017 ($10.4B) under its belt — now what? Integration is the trickiest part of any acquisition and comes after the dust settles and the deal is done. This crucial phase begins in earnest this week for Vantiv and Worldpay. To accelerate its business and achieve the full […]

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Mobile Self-Checkout Success Depends On Bridging The Loss Prevention Gap

Brendan Miller August 4, 2017

Mobile self-checkout technology promises to not only streamline the physical checkout experience, but more importantly, to bring an augmented digital shopping experience to the physical store. When mobile self-checkout shoppers scan items to put in their physical baskets, digital business leaders will have real-time digital basket data to drive more relevant up-sell, cross-sell, and contextual […]

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Amazon Buys Whole Foods To Expand Its Digital Prowess In Retail

Brendan Miller June 16, 2017

Written by Principal Analyst Brendan Miller and Principal Analyst Brendan Witcher. Whole Foods’ brick-and-mortar expertise combined with Amazon’s digital prowess is a one-two punch that will give retail executives more sleepless nights. Our initial take on what Amazon’s $13.7 billion acquisition of Whole Foods means for the broader retail market: To thrive in grocery, Amazon […]

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Fixing the Mobile Shopping to NFC Payment Adoption Gap

Brendan Miller March 3, 2016

NFC is Ready For Prime Time, but Merchants and Consumers are Standing By Mobile in-store shopping hasn't translated into mobile in-store paying. Seventy-two percent of smartphone-owning US online adults have used their phone in-store as a "trusted advisor," to check prices, find product information, or locate an item, but meanwhile adoption rates of Apple Pay […]

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Global Payments Acquisition of Heartland Payments a Sign of Things to Come

Brendan Miller December 16, 2015

Global Payments Announced on Tuesday that is planning to buy Heartland Payment Systems, a rival payment processor for $4.3 billion in cash and stock.  The two companies’ combined will be the 6th largest U.S. payment acquirer based on card purchase volume and the largest U.S acquirer based on active merchant locations (using March 2015 Nilson […]

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Verifone Puts New Stake in The Ground With Developer Platform

Brendan Miller October 23, 2015

  Yesterday Verifone announced a next generation family of payment devices, called Verifone Engage.  Verifone promises to wrap more value around the merchant-consumer interaction at the point-of-purchase with new personalized marketing features, pay-with-points and rewards.  In addition, they introduced an expanded Verifone Commerce Platform giving developers the tools to publish POS apps to a new […]

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Netflix Claims Earnings Are Down As Many Subscribers Cards on File Do Not Get Updated

Brendan Miller October 16, 2015

On Thursday Netflix blamed card processing issues for disappointing subscriber growth. Netflix said the move by U.S. banks to replace hundreds of millions of credit and debit cards with new EMV chip-enabled cards this year has led to involuntary service cancellations as subscibers cards did not automatically renew when the new cards were issued.   It […]

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The Transition to EMV Presents New Opportunities for Mobile Payments

Brendan Miller October 12, 2015

Merchant EMV hardware and software upgrades at the POS pave the road for additional contactless mobile payment transactions. Most new EMV POS hardware equipment also comes Near Field Communications (NFC) ready.  In timely fashion many new mobile payments types are hitting the market (Apple Pay, Android Pay, Samsung Pay, PayPal) to take advantage of the […]

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New Fraud Targets: The Impacts of EMV Chip Card Migration Brings New Challenges

Brendan Miller October 9, 2015

  EMV chip card arrival to U.S. shores does not mean fraud is going away.  It will most likely shift to new channels and verticals post EMV implementation.  Past EMV transitions throughout the rest of the world have shown that EMV plays a big role in reducing in-store fraud.  Consequently, fraud flows to other channels […]

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Merchants That Accept EMV Chip Cards Reduce Some Payment Risk, But Not All

Brendan Miller October 8, 2015

Much has been written about the impacts of the recent U.S. October 1, 2015 Fraud Liability Shift milestone and the migration to chip cards.  Some retailers geared up for the fraud chargeback liability shift long before October 1st by upgrading POS software and hardware systems to accept the new EMV chip cards.  Most U.S. merchants […]

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Transforming the Role of Payments in the Digital Business

Brendan Miller October 7, 2015

My mission at Forrester is to help ebusiness executives transform the role of payments from financial utility into an engine for customer engagement, revenue growth and improved customer experience.   A barrage of new innovation and business models are upending how consumers and businesses make and receive payments.  If merchants and businesses do not consider […]

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