Real-time payments, driven by networks like FedNow (US) and UPI (India), saw over 30% growth last year, significantly improving liquidity and customer satisfaction for firms like JPMorgan and PayPal.

• How ready is your infrastructure to handle increasing real-time payment volumes?
• Are you leveraging real-time payments effectively to enhance customer experience?

Account-to-account payments are projected to double by 2028, accelerated by Open Banking adoption. Providers such as Trustly and Plaid are reducing merchant costs and improving transaction speed.

• Are you effectively utilizing Open Banking to capitalize on A2A opportunities?
• How will your current payment processing adapt as customers shift from card-based to A2A transactions?

Cross-border payments remain crucial as international trade accelerates. Solutions from Wise and Ripple have drastically reduced transaction costs and processing times, transforming cross-border experiences.

• Is your cross-border payments strategy competitive enough to meet growing customer expectations?
• How are you addressing current frictions and inefficiencies in international payments?

Digital wallets and Buy Now Pay Later (BNPL) services like Klarna and Afterpay have surged over 300% since 2020, driven by consumer preference for flexibility and convenience.

• How effectively are you integrating alternative payment methods into your customer experience?
• Are you prepared to capitalize on the rapid adoption of BNPL and digital wallet solutions?

Platforms like Shopify and Uber demonstrate the value of embedding payments directly into user experiences, boosting conversion rates and revenue.

• Is your embedded payments strategy optimized to drive maximum conversion?
• What technologies or partnerships will enable you to seamlessly integrate payments into your platforms?

Stablecoins like USDC and Tether have exceeded $100 billion in market cap, providing a stable and efficient solution for cross-border transactions.

• How ready is your business to leverage stablecoins for international transactions?
• Are you proactively addressing regulatory requirements and risks associated with stablecoins?

AI-driven fraud detection has significantly reduced losses, saving businesses billions annually. Advanced AI tools offer real-time fraud pattern recognition, enhancing payment security.

• How effectively are you employing AI to detect and prevent fraud in real-time?
• Is your fraud prevention strategy adapting quickly enough to keep pace with evolving threats and consumer expectations?

1. Process Reengineering and Optimization: by developing comprehensive current state maps, identifying key issues (e.g., bottlenecks, overlap in roles, inconsistencies, etc.) and defining efficient target state

• Achieved 50% reduction in time to complete client onboarding by establishing a streamlined, automated process incorporating clear tollgates, robust hand-offs, upfront prioritization and self-service capabilities

2. Improving CX Across the Payments Customer Journey: creating journey maps to highlight key customer pain points, benchmarking against best-in-class competitor practices / functionality, and executing on prioritized enhancements (incl. tooling)

• Transformed client delivery model for a global payments processor by unifying processes and delivering targeted, omnichannel servicing improvements to enhance NPS

3. Market Scans and Competitive Landscape Assessment: comprehensive landscape scans through primary sources, mystery shopping exercises and tertiary information available to identify acquisition targets, prioritize target markets for new use cases, benchmark against competitor best-practices, etc.

• Shortlisted 20 high priority targets for a global payments firm from across universe of 300+ identified to significantly enhance reach in hard-to-win markets

4. Org Transformation, Integration and Redesign: assessment of current roles, responsibilities and span of control against organizational priorities to identify overlaps in ownerships, siloed parts of the org and new functions to be defined to develop target state org model

• Drove transformation of 55k sales force by identifying underperforming areas, establishing salesperson clusters and developing targeted campaigns improving sales productivity by 4.5x
• Enhanced customer support organization to meet evolving needs of Money Movement customers by carving out product-specific teams, introducing new functional groups (such as Customer Success Management) and bolstering responsibilities of certain roles, decreasing average response time and boosting NPS

5. Reconfiguring and Modernizing Tools / Tech Platforms: through granular assessment of functionality gaps, frameworks for decisioning on retain vs sunset and development of path-to-green

6. Working with tooling teams to clean-up systems of record, reconfigure workflows, identify opportunities for automation, etc

• Optimized Salesforce platform for global payments processor including cleaning up of incorrect records, establishment of data stewardship and integration of multiple instances to ensure data quality across 1M+ customers

7. Driving Cross-functional Initiatives to Execute on Strategic Priorities: conduct multi-function workshops to corral working teams and gain alignment, provide robust program management to ensure functional teams are in lockstep and ensure progress against key performance indicators defined

• Worked across various functional teams (Sales, Product, Tech, Implementation, Risk & Compliance, etc.) and regional teams to manage roll-out of a new target-state customer outreach and onboarding process
• Conducted working sessions to gain senior level alignment, educational workshops to bring the teams on the ground up to speed and coordinated across various moving parts to deliver successful reduction in time to onboard
• Managed post-merger integrated go-to-market campaign launch for a global payments processor, identifying priority opportunities and coordinating across Issuer and Merchant sales functions, data, technology, marketing and compliance teams, to reach synergy benefit goals following $2.5B merger Analytics-based Enhancements across Growth and Customer Lifecycle leveraging deep analytics expertise
• Boosted customer conversion rate by 2.6x by developing ML-based propensity to buy model, identifying ideal customer cohorts and comparing across propensity vs desirability to identify prioritized prospects to target
• Developed ML-driven rapid predictive attrition model by identifying drivers of portfolio attrition, capturing high-value risks and defining a proactive retention approach, resulting in retention boost