Grace Hayes - EVP Technology Mastercard

Grace Hayes - EVP Technology Mastercard www.linkedin.com/in/grace-hayes-6827a88a/

Key takeaways:

• Grace spoke about how data brings an opportunity to reduce friction across the payments eco system and that has a knock on effect in terms of inclusion.
• Advances in technology provide the opportunity for more equitable and inclusive credit, empowering economic growth.
• Consumers favour businesses with a strong environmental, social and governance stance. They want to deal with companies who operate ethically.
• We need to go beyond the voice of the customer, creating human centric design rather than using generic personas. 
• We need to think more globally in terms of our customer voice and remove the design biases we may have had in previous years.
• Sponsorship and coaching both have their place but they are different. Coaching is a deep dive into your strengths and weaknesses, your plans and goals. Sponsorship is different. It is about building lasting relationships with people who will advocate on your behalf when you are not in the room. 
• Payments is continually evolving. We may see the expansion of tokenization, programmable payments becoming the industry norm and the development of the ‘super wallet’.