ROI Comes From Customer Value Creation
I read a post the other day looking at the ROI (Return On Investment) in immediate payment systems (banking speak for instant payments) and one particular statement made by the author made the hair on the back of my neck stand up.
In fact, the real driver may not be the ROI but just keeping up with customer and regulatory needs.
ROI can't come from regulatory needs and cost savings to be successful. It has to come from customer value creation if you want to be sustainable.
If the ROI is some sort of fuzzy "feel good" or "customer experience" story without strong numbers most businesses won't invest in these types of problems. In this example, if all of the major banks in a country (such as Britain or Canada) decide that "instant payments" don't have a positive ROI they will all choose to not build that capability since it isn't "worth it". If they do choose to build it it will be...