What could businesses be investing more in to ensure a smoother customer experience?
Guy: A lot of investment still goes into improving what the customer sees, rather than what determines whether a transaction succeeds.
The biggest gains tend to come from improving authorisation rates, reducing false declines and optimising how transactions are routed across different issuers and payment methods.
These are not always visible changes, but they directly shape the outcome of the customer journey. Even a marginal improvement in approval rates can translate into significant recovered revenue at scale.
Smoother experiences in payments are usually the result of better decisioning and orchestration, rather than better design.
Alex: A smoother customer experience increasingly comes down to simplicity, speed and integration. Businesses should be investing in platforms that bring financial operations into one place, rather than relying on multiple disconnected systems.
There is a growing need for truly global infrastructure. As more companies expand internationally, the ability to manage multiple currencies, make fast payments and operate across markets without added complexity becomes essential. The businesses that deliver the best customer experience will be those that remove friction at every stage and build systems that support their customers’ pace of growth.
124 June 2026