The fintech industry has undergone significant changes in the past three years due to technological advancements. This trend will only continue with the acceleration of generative AI that is expected to change consumer ownership and control over the payment services. 

Many traditional payment methods will simply not be sustainable in the near future. To find out what’s next on the fintech horizon, we talked to Delia Pedersoli,  the COO of MultiPay Group. 

Her team won the silver Best B2B European Customer Experience Award at the ECXA23 competition. We spoke with Delia about her experience participating in this reputable event and smart solutions for payment frustration in B2B. 


Delia, tell us more about your professional background and your role at the MultiPay Group. 

As the COO of MultiPay Group, my focus is on ensuring that we deliver high-quality payment solutions to our clients. My professional background is in sales, with a specific focus on payment technology. I previously worked at Barclaycard and co-founded EPS, the first company to be P2PE certified.

At MultiPay Group, we strive to provide our clients with simple, efficient, and effective payment solutions that just work – regardless of the location or technology used. We offer a single API for all countries and services. This gives merchants complete control over who they work with and the ability to accept any payment, anywhere in the world. 

My passion for payments technology stems from my desire to solve problems and deliver innovative solutions to our clients. Whether it’s building a fintech infrastructure or helping merchants simplify their payment processes, my focus is always on ensuring our clients succeed and thrive.

Fintech underwent massive changes in the previous few years, from the sudden need for contactless payment to accepting cryptocurrency payments in some stores. What is your observation? How have people’s expectations changed about payment methods? 

The fintech industry has undergone significant changes due to technological advancements, changing consumer behaviour, and market demand. Mobile payments and digital wallets have risen, with the number of mobile payment users expected to reach 22 million in the UK by the end of 2023. Cryptocurrencies are also gaining popularity with 29% of UK consumers holding or using them. 

These changes reflect the need for greater financial inclusion and more flexible payment options. However, the industry faces challenges with regulatory issues and emerging technologies like blockchain and AI. Fintech companies that navigate these challenges and capitalise on opportunities are likely to succeed in meeting evolving consumer expectations.

What are some of the most common frustrations regarding B2B payment procedures?

Common B2B payment frustrations include slow processing times, high transaction fees, lack of transparency, security concerns, and limited payment options. These issues can create cash flow problems, compromise sensitive financial information, and lead to uncertainty and delays. 

Improving technology, streamlining processes, and better communication between businesses and payment providers can help address these frustrations. Implementing more efficient and transparent payment procedures can reduce costs, improve cash flow, and enhance overall financial management.

What industries are integrating new technologies the fastest and providing more flexible payment solutions to their customers? 

The retail industry is actively integrating new technologies and providing more flexible payment solutions to their customers. Retailers are leveraging innovative payment technologies such as point-of-sale financing, mobile payments, and instalment payments to offer more flexible payment options to their customers. 

Point-of-sale financing and instalment payments allow customers to spread the cost of their purchases over time, making it easier for them to afford big-ticket items. Mobile payments enable customers to pay for their purchases using their mobile devices, providing a more convenient and secure payment option.

These new technologies not only improve the customer experience but also increase sales and revenue for retailers. By adopting these technologies, the retail industry is setting a new standard for customer-centric payment solutions.

Your team at MultiPay Global Solutions won the silver award for Best B2B European Customer Experience at the ECXA23 awards. Could you tell us more about the project that brought you this recognition? 

Awards ceremony

The award recognised MultiPay’s bespoke, customer-centric payment solution that provided TTC’s Travel Directors with single payment terminals that could process transactions in multiple currencies while on the move. MultiPay’s submission detailed its strong European logistics and operational capabilities, including a robust strategy to help TTC return to growth following the pandemic. 

MultiPay overcame numerous obstacles, including navigating complex regulatory frameworks, providing seamless integration with TTC’s existing systems, and providing comprehensive training and support. The success of the program with TTC led to the project expanding to include TTC’s sister brand, Contiki, and has received overwhelmingly positive feedback from Travel Directors. The award highlights MultiPay’s commitment to providing exceptional customer service and delivering innovative solutions to its clients.

What is your advice to brands wanting to take part in ECXA24? Why should they participate? 

Participating in ECXA24 can be a valuable opportunity for brands to showcase their customer experience initiatives and gain recognition for their efforts. Brands should thoroughly review the judging criteria and ensure that they have a strong customer-centric culture, customer insights, and an innovative customer experience strategy.

It’s also important to demonstrate the impact of their customer experience initiatives and provide evidence of positive business results. Participating in ECXA23 can help brands improve their customer experience initiatives and gain valuable insights from other companies in their industry.

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