Ep409: How digitalisation has changed the customer experience of payments

Stephen Ferry, Managing Director, Pay360 by Capita

An overwhelming majority of consumers around the world expect their reliance on digital services to at least stay the same as during the pandemic, if not increase further over the next 12 months. Digitalisation is no longer about having a competitive edge. It’s about business resilience. It also means merchants have an urgent need to choose secure payment solutions that offer seamless payment experiences across all payment channels. Payment can no longer be viewed as a standalone bolt-on to the customer journey. Robin Amlôt of IBS Intelligence discusses the digitalisation of payments with Stephen Ferry, Managing Director of Pay 360 by Capita.