In today’s fast-moving financial services landscape, driven by relentless technological advancement and ever-evolving customer expectations, one timeless tool is proving more essential than ever: listening. According to PYMNTS’ latest report and eBook, “The Listening Economy: How Customer Conversations Are Transforming Financial Services,” the industry’s most valuable insights aren’t being uncovered in code or technical solutions, but in strategic, authentic conversations with customers. Drawing from the experiences of 14 top industry leaders, the eBook emphasizes that customer dialogue is not just a courtesy—it’s a core driver of innovation, trust, and long-term profitability. Rather than defaulting to traditional data collection or internal brainstorming sessions, more organizations are leaning into customer conversations as a compass for decision-making. As Jon Gaskell, senior vice president of Strategic Partnerships at Ingo Payments, noted, FinTech discussions often revolve around how to move money faster or reduce costs — but more sophisticated clients are now asking how disbursements themselves can become revenue generators. This shift in dialogue reveals deeper business concerns and opens up new growth avenues. Anat Hoida, head of Global Strategic Partnerships at Marqeta, underscored the value of this shift, pointing out that the highest compliment a customer can offer is saying, “They truly understand my business.” This level of trust, she explained, doesn’t come from transactional interactions alone — it’s the result of consistent value delivery and proactive communication that positions financial firms as partners in their clients’ success. For companies like North, cultivating personal relationships with clients has been key to product innovation. Preet Patel, the company’s senior vice president of Product, said that North’s success over the past three decades has come not from isolated innovation, but from real-world, customer-driven “Aha!” moments that steer development. Even as one of the top players in the payments space, Patel emphasized that innovation doesn’t happen in a vacuum. Boost Payment Solutions has adopted what Zachary Held, head of Product and Commercialization, describes as an “ears first” approach. This deeply consultative model helped them uncover pressing operational issues — such as the challenges faced by a Hong Kong-based merchant struggling with trade finance delays — by listening to what customers actually need rather than assuming from afar. These insights help Boost offer tailored, impactful solutions. Maria Prados, senior vice president of Go to Market Global Enterprise at Worldpay, reflected on a recent customer question that stuck with her: “How do I know if offering a new payment method will actually increase my sales — or will it just add more complexity?” She explained that while it may sound simple, the question points to a broader challenge: making confident, data-informed decisions in an increasingly complex payment ecosystem. That feedback loop is something Kari Lyncha, senior vice president of Operations at Concora Credit, believes many still get wrong. Too often, organizations treat customer feedback as background noise or mere data points. In contrast, Concora sees every repeated question, subtle complaint, or pattern in behavior as a signal — a roadmap for improving the customer experience and deepening relationships. John Frank, chief customer officer at Coupa, echoed the importance of trust in navigating the digital economy. He emphasized that while software can solve problems, it’s true partnership that delivers lasting value. That trust, he said, begins not with technology, but with listening — building a relationship from the very first interaction. As the PYMNTS eBook argues, the companies most likely to succeed are those that treat customer conversations not as support tasks or survey responses, but as strategic touchpoints for long-term growth. The most valuable exchanges are not about troubleshooting or pitching, but about uncovering unmet needs, questioning assumptions, and co-creating the future. In an age where financial services can often feel impersonal and automated, the simple act of listening — genuinely and strategically — may be the industry’s most powerful competitive advantage.

Agentic automation—the latest evolution in artificial intelligence—has emerged as a transformative force across various industries, with financial services among the first to explore its full potential. SymphonyAI is now at the forefront of investigating how this next-generation technology can be leveraged to revolutionize anti-money laundering (AML) compliance, as highlighted in Fintech Global News. In a newly released Q&A, Eric Murray, Director of Product, Generative AI at SymphonyAI’s Financial Services division, outlines the opportunities and challenges presented by agentic process automation (APA). His insights highlight how APA differs from traditional AI approaches and how it could reshape the fight against financial crime. “Agentic automation represents a step beyond traditional automation. It enables autonomous agents to pursue goals independently, adapt to new information, and make decisions in complex environments,” Murray explains. Beyond Robotic Process Automation One of the key distinctions Murray draws is between APA and robotic process automation (RPA), a more established form of automation in financial workflows. “RPA excels at handling repetitive tasks with predefined rules, but agentic automation brings the flexibility and intelligence needed for more nuanced decision-making processes,” he says. This makes APA especially promising for AML efforts, which often involve detecting and responding to complex, evolving patterns of financial crime. Ensuring Safe and Responsible Use As with any emerging technology, Murray emphasizes the importance of robust governance when implementing agentic systems. “To develop responsible autonomous agents, you need clear guardrails. These include ethical guidelines, regulatory compliance, and oversight mechanisms that ensure agents act within acceptable boundaries.” He also touches on how APA’s scalability and adaptability set it apart from previous generations of automation technologies. By incorporating machine learning, APA systems can continuously evolve and improve, becoming more effective over time. Practical Applications and Measuring Success The discussion also delves into how data plays a crucial role in enabling these agents and how financial institutions can track the effectiveness of APA in real-world scenarios. “Success isn’t just about efficiency gains. It’s also about accuracy, transparency, and the ability of these systems to detect previously overlooked threats,” Murray adds. For financial institutions grappling with increasingly sophisticated forms of money laundering, APA offers a promising tool to bolster compliance and operational agility. As the industry continues to evolve, SymphonyAI’s exploration into agentic automation provides a forward-looking blueprint for leveraging AI in high-stakes environments. The full Q&A serves as an essential guide for finance professionals eager to stay ahead in the AI-driven transformation of compliance.

During UK Fintech Week, industry leaders highlighted predictive AI as a game-changer in financial services, particularly in Know Your Customer (KYC) and Anti-Money Laundering (AML) compliance, as outlined in Finextra news. These processes, traditionally error-prone, cost firms nearly $24 billion in fines in 2024, with U.S. companies alone facing over $3 billion in penalties. AI-driven automation significantly reduces errors while cutting operational costs. For example: Visa’s AI fraud detection prevented $41 billion in fraudulent transactions by analyzing behavior patterns and geolocation. SEON’s transaction monitoring reduced manual fraud reviews by 37%. Revolut’s AI-powered scam detection flags suspicious transactions in real time, combating Authorised Push Payment (APP) fraud. Other key AI applications include: Automating loan processing and customer data verification. Extracting insights from financial reports (e.g., 10-K filings). Reducing KYC review times by identifying customer relationships. Predictive AI in Product Development and Customer Retention Fintech firms leverage AI to validate new features before development, predict user engagement, and ensure regulatory compliance. Examples include: Monzo uses machine learning (ML) to forecast how users interact with new features based on historical behavior. Upstart simulates loan approval scenarios to ensure compliance with the Equal Credit Opportunity Act (ECOA). AI-driven churn prediction helps firms re-engage users—like detecting delayed salary splits as a sign of disengagement. Challenges: Data Quality and Legacy Systems AI’s effectiveness depends on data quality and accessibility. While older institutions struggle with siloed data, younger fintechs benefit from unified digital systems but lack historical data. Solutions like data fabric architecture and AI-driven document understanding help bridge gaps. Banks and fintechs are rolling out AI assistants—Goldman Sachs and BBVA have internal and customer-facing tools, while Revolut plans to launch one soon. McKinsey estimates AI could add $1 trillion annually to the banking sector through efficiency gains and new opportunities. As AI adoption grows beyond compliance, its role in feature validation, fraud prevention, and customer retention will become indispensable. The race is on between traditional firms with vast dataand agile fintechs with streamlined systems—who will lead the AI revolution in finance?

Visa has launched a new initiative aimed at making it easier for businesses to integrate payment capabilities directly into their platforms and products. The new program, called Visa Commercial Integrated Partners, was officially introduced during the Visa Payments Forum, an annual gathering of over 2,000 clients and partners focused on the future of commerce. According to a company news release shared with PYMNTS on Wednesday (May 21), the initiative is geared toward a broad range of companies — from enterprise resource planning (ERP) platforms that simplify reconciliation processes to connected commerce applications enabling vehicle-based transactions. “Visa Commercial Integrated Partners is providing the ecosystem, technology and framework for innovative FinTechs and other business application providers to integrate payment functionalities into their platforms with ease and enable Visa credentials offered by Visa Commercial issuers,” Visa stated. The program aims to reduce the development time and costs typically associated with integrating payments, allowing businesses to focus more on innovation and improving customer experiences. “This also benefits Visa business partners in the program by reducing their development time and costs, enabling FinTechs to focus on innovation and enhancing customer experiences, while providing their customers with the ability to make payments with existing commercial card credentials,” the company added. Visa highlighted that the new program allows financial institutions to offer a range of embedded payment options. These include payments through ERP systems, mobile and vehicle apps, expense management tools, and tokenized virtual cards, all while offering enhanced transaction controls and improved settlement data. One of the inaugural participants in the program is Car IQ, a technology company specializing in in-vehicle payment solutions. “Our digital payment infrastructure enables issuing banks to offer commercial customers a fleet solution that will enable them to connect their fleet vehicles directly to their existing Visa line of credit,” said Sterling Pratz, founder and CEO of Car IQ. “We believe transforming the vehicle into a Visa payment credential for fuel, tolls and services will help banks recapture fleet spend that is currently lost to legacy card programs and private networks.” The momentum behind embedded payments continues to reshape business models across a variety of industries, including legal and financial services, logistics, accounting, and nonprofit sectors. For payment processors and independent software vendors (ISVs), providing customers with seamless, integrated payment options is becoming increasingly critical. In a related interview with PYMNTS, Adam Gray, Chief Transformation Officer at Stax, emphasized the broader potential of embedded payments: “As an industry, we are always trying to serve new markets — and for embedded payments, there are historically underserved markets that we’re seeing growth.” With Visa’s new program, businesses across industries are being offered a streamlined pathway to modern payment integration — one that promises both operational efficiency and a better customer experience.

JPMorgan Payments has introduced a new artificial intelligence-powered solution aimed at enhancing fraud detection in corporate transactions. The Account Confidence Score (ACS), generated using machine learning, enables treasurers and corporate finance teams to assess the risk of fraud before initiating payments, according to Finextra. The ACS leverages insights from over 15 billion historical JPMorgan Payments transactions, analyzing multiple variables such as account age, activity recency, geographical patterns, transaction history, exposure to known fraud, payment frequency, and account linkages. Based on this data, the AI model assigns a score ranging from 0 (low confidence) to 1,000 (high confidence). To help clients act on the score, JPMorgan provides a simple Red, Amber, or Green risk status, paired with recommended actions. These may include further account verification and practical guidance to avoid common financial threats such as business email compromise, payroll fraud, invoice fraud, and account takeovers. Greg Hodges, Head of Trust and Safety at JPMorgan Payments, emphasized the tool’s role in addressing the increasing complexity of the digital payments environment: “The Account Confidence Score underscores our commitment to equipping our clients with the right tools and solutions to navigate the ever-evolving complexities of the digital payments landscape, especially as businesses face unprecedented fraud threats.” The launch reflects JPMorgan’s ongoing investment in AI and security innovation as financial institutions grapple with growing cyber risks and sophisticated fraud schemes.

The UK government’s move to regulate the fast-growing “buy now, pay later” (BNPL) sector is being framed as a crackdown—but for established players, it’s more of a welcome tightening of the reins than a disruptive showdown, as highlighted in Financial Times. After years of delays, the Treasury has committed to bringing BNPL services like Klarna and Clearpay under the oversight of the Financial Conduct Authority (FCA). This long-awaited decision is aimed at cleaning up what ministers have referred to as the “wild west” of consumer finance. Yet for many major BNPL providers, the “cowboys” image no longer fits. As Lex from the Financial Times puts it, “A new sheriff will find that most of the cowboys in the sector have already cleaned up their act.” Rather than sparking resistance, the new regulations are expected to reduce uncertainty and raise barriers for newer, less-prepared entrants. Klarna, for instance, began implementing credit checks—something the proposed rules will soon mandate—back in June 2022, without disrupting its user experience. If the Swedish firm had serious regulatory concerns, it would have flagged them in the prospectus it prepared ahead of its planned public listing earlier this year. The government’s agenda also includes reforms to the 50-year-old Consumer Credit Act. Surprisingly, this could benefit the BNPL sector. According to Lex, “some BNPL executives have been lobbying chancellor Rachel Reeves for changes that would make it easier to offer loans at smaller retailers.” Still, the industry isn’t free of risk. The core business model—retailers subsidising interest-free loans in hopes of higher consumer spending—could become a liability in an economic downturn. If customers struggle to repay, some may claim they were misled into excessive borrowing. Proposed changes that would allow complaints to be lodged with the Financial Ombudsman Service could amplify this threat. The broader challenge remains that BNPL lending has yet to face a true economic stress test. “The sector has never had its underwriting standards seriously tested,” notes Lex, adding that several smaller providers like Laybuy and Zip have already exited the UK market. Others may follow. In the end, larger and more diversified firms—such as Affirm, which targets more affluent consumers, or PayPal, with its multiple revenue streams—may emerge even stronger. Regulatory compliance comes at a cost, but it’s one the bigger players can afford. A more robust legal framework, far from a hindrance, may actually help them fend off “lesser gunslingers.” “It won’t hurt them to have a regulatory sheriff keeping lesser gunslingers at bay,” concludes Lex.

UK-based commercial auto insurer Cable Insurance has announced a strategic partnership with TruckerCloud, a US telematics platform, to advance its fleet insurance capabilities with real-time data and smart analytics, as stated in Fintech Global news. The partnership marks a significant step in Cable Insurance’s mission to modernise its telematics offerings. By integrating TruckerCloud’s device-agnostic platform, the insurer aims to enhance underwriting accuracy, streamline claims processing, and improve risk assessment across its fleet customer base. TruckerCloud’s technology, which enables seamless integration of telematics and video data from a variety of sources, addresses the fragmentation that often plagues fleet management systems. This consolidation will empower Cable Insurance with comprehensive, fleet-wide insights that improve decision-making and pricing models. “Cable Insurance is known for its flexibility and deep understanding of specialised fleet risks,” said Spencer Mitchell, CEO of TruckerCloud. “We’re proud to support their commitment to smarter, data-driven insurance. Our platform helps them access and apply telematics insights without needing to build custom integrations—making advanced fleet analytics easier and more scalable.” Known for its tailored insurance products, Cable Insurance sees the partnership as a way to deliver greater value to clients through data-led risk mitigation and operational support. “At Cable, we don’t just insure fleets—we empower them with tools for safer, smarter operations,” said Steve Sims, CEO of Cable Insurance. “Partnering with TruckerCloud puts cutting-edge telematics in the hands of our clients and transforms how we underwrite, manage claims, and ultimately protect their business on the road.” The collaboration reflects a shared vision of using InsurTech to bring greater efficiency, safety, and transparency to the commercial auto insurance space. It also highlights the growing importance of telematics in driving down operational costs, safeguarding assets, and enhancing overall fleet performance. As the digitisation of the transport and logistics industry accelerates, Cable and TruckerCloud’s alliance places them at the forefront of innovation—setting a new standard for how insurers and fleet operators leverage data in a connected world.

As vehicles become increasingly connected, drivers are beginning to expect in-car payment systems as a standard feature — and they’re willing to pay for the convenience. That’s the key takeaway from the newly released 2025 In-Car Payments User Experience Report by Drive Research, which highlights a strong connection between seamless payment technology, brand perception, and consumer loyalty, as stated in Motor Trade News. The study, which surveyed drivers in the United States and Germany, revealed that most consumers now prioritize simple and integrated payment functionality for services such as parking, EV charging, fuelling, and tolls. Usability emerged as a critical factor, with poor user experiences negatively affecting how drivers view automotive brands. Among U.S. respondents, 100% agreed that an easy in-car payment experience would enhance their overall driving experience. In Germany, that figure was nearly as high at 93%. Overall, 97% of participants across both countries said they would use in-car payments for common transactions — but only if the system was easy to navigate. The research compared a current, anonymized OEM in-car payment platform to an enhanced version developed collaboratively by Parkopedia and Valtech Mobility. Participants were asked to complete the same tasks using both systems, then provide feedback on their experiences. The findings were clear: a smoother user experience translates directly into higher engagement and future usage. Over 90% of U.S. drivers said they preferred the upgraded version, correlating with a stronger willingness to adopt the technology long-term. However, a clunky registration process remains a major barrier, with 70% of American and 77% of German participants reporting frustration. Adam Calland, global marketing director at Parkopedia, emphasized the growing importance of this technology.“The demand for connected car services continues to rise rapidly around the world, and this research shows that in-car payment functionality in particular is now becoming a must-have feature for motorists who highly value convenience and are willing to pay for this,” Calland said. He also pointed to the global shift towards electric vehicles as a driver of this trend:“Motorists not only value having in-car data directing them to suitable charge points, but also integrating payments within the same platform, to facilitate the full public charging experience within the vehicle.” Consumers also expressed a strong desire for intelligent integration. Around 93% of German drivers and 87% of U.S. drivers said they appreciated receiving notifications when in-car payments were available. Conversely, 80% of U.S. participants said they would be annoyed if they missed payment opportunities due to a lack of alerts. More than two-thirds of all respondents said they’d be willing to pay extra — either through a higher vehicle price or a subscription model — for access to these features. Perhaps most significant for automakers is the impact on brand perception. In the U.S., 97% of drivers said a well-integrated payment system would improve their view of a brand, and 87% said it would make them more likely to choose that brand again. The study concludes that automakers who fail to prioritize user experience in payment technology risk losing future customers — while those who deliver a seamless, integrated solution can gain a lasting edge in a competitive market.

As digital payments become deeply embedded in the fabric of global commerce, digital wallets are no longer just digital versions of your leather billfold. They are fast becoming an essential infrastructure for personal and business finance — and their ambitions go far beyond storing virtual cards, as stated in PYMNTS. According to new research from PYMNTS Intelligence, in collaboration with TerraPay, digital wallets are now at the forefront of global money movement thanks to three core drivers: speed, security, and transparency. The latest report, Global Money Movement: U.S. Edition, explores how these features are transforming not only how we pay, but how we expect to interact with financial technology as a whole. Speed Is No Longer a Luxury — It’s a Baseline In today’s economy of instant gratification, delays are more than inconvenient — they’re potentially damaging. For small and medium-sized businesses (SMBs) trying to manage cash flow across borders, or consumers sending funds to family abroad, time is quite literally money. Legacy systems like bank wires or traditional remittance services can take days to process, burdened by compliance checks and hidden intermediary fees. Digital wallets, by contrast, offer near-instant transfers, often bypassing traditional banking systems entirely. The data supports this trend. PYMNTS found that 53% of U.S. consumers not yet using digital wallets for cross-border payments cite speed as the primary factor that would convince them to adopt. Similarly, 40% of SMBs who haven’t made the switch say faster payments are their top motivator. Security Is the Deal-Sealer While speed may attract users, security is what keeps them coming back. «Over one-third (36%) of U.S. consumers not using digital wallets would adopt them if they were perceived as more secure,» the report notes. And for businesses, the concern is just as prominent — 25% of SMBs not using wallets cite security as the biggest barrier to entry. But this perceived insecurity often stems not from fraud data, but from a lack of transparency and trust in the system. Consumers and businesses want more than just encryption — they want answers: Who holds my money? Is it insured? What happens if something goes wrong? Digital wallets that invest in building trust — through verified user identities, dispute resolution mechanisms, and visible compliance — are positioning themselves for long-term loyalty. This is not just about security; it’s about confidence in the entire transaction process. Transparency Is the Silent Superpower While speed and security get most of the attention, transparency is emerging as a critical — and often overlooked — factor in digital wallet adoption. «In an era when an Amazon package can be tracked from warehouse to doorstep, ‘I don’t know where your payment is’ no longer cuts it,» the report points out. The ability to track payments is becoming essential. Nearly one-third (33%) of SMBs and 32.9% of consumers planning to adopt digital wallets in the coming year say tracking features are a primary reason for doing so. And for good reason. International payments can travel through multiple banks, jurisdictions, and currency conversions. Without transparency, this complexity can lead to delays, unexpected fees, and customer frustration. Transparent digital wallets simplify the journey. They offer real-time updates, transaction histories, and instant confirmations, giving users visibility and peace of mind. This isn’t just a “nice to have” — it’s a fundamental need for businesses operating globally or freelancers relying on international clients. As the digital wallet space evolves, it’s becoming clear that this technology isn’t just a better payment method — it’s a platform competing to become the next generation of financial apps.

As the UK Government reviews the national curriculum, new research from Yorkshire Building Society highlights an overwhelming call from parents to make financial education a core subject in schools, as stated in FF News. According to the study, 95% of parents of children aged 5 to 17 believe financial literacy is essential, and 89% think it should be formally taught in classrooms. Despite this strong support, only 24% of parents talk to their children about money weekly or more often, while 10% admit they never discuss the topic. In contrast, parents report more frequent conversations about other important issues such as mental health, diet, substance use, road and water safety, online risks, and relationships. The disconnect may partly stem from a lack of confidence in discussing financial topics. While 91% of parents feel somewhat confident in teaching their children about money, comfort levels vary significantly by topic. Most feel able to discuss saving (80%), but fewer feel confident talking about budgeting (68%), distinguishing needs versus wants (62%), avoiding debt (56%), or explaining credit (43%). Chris Irwin, Director of Savings at Yorkshire Building Society, noted: “This research shows that parents recognise that financial education is incredibly important, but they are juggling many different priorities when it comes to talking to their children about life skills. Although most recognise that children should start learning about money during primary school, many may not realise that attitudes and behaviours start developing at a very early age, and habits can form by the age of seven.” Most parents (70%) rely on personal experience when teaching their children about money, with far fewer turning to financial apps (29%), YouTube and online videos (27%), books (26%), professional advice (20%), or social media influencers (13%). Irwin pointed out the potential pitfalls of this approach: “We can see that most parents lean on personal experience to teach their children about money, meaning that those from less financially-savvy families could be at a disadvantage.” To address this gap, Yorkshire Building Society has called for mandatory financial education in schools, starting in primary years. In 2024, the organisation submitted official recommendations to the Government’s Curriculum and Assessment Review, pushing for these changes. Final decisions are expected this autumn. Since 2015, the Society has helped educators deliver financial lessons through its Money Minds programme, which reached over 16,000 children and young people in the UK last year. The programme includes free online resources for students aged 11–19, as well as tools for teachers and parents covering essential financial topics like budgeting, borrowing, and fraud prevention. For parents of younger children, the Money and Pensions Service also provides guidance on initiating conversations about money. Irwin concluded: “We hope that the Government will increase the focus on financial education in schools – and make it mandatory for all pupils across the country so no child misses out on developing important life skills relating to money.”