14: If the customer is always right, what do they want from payments?

In this insight-packed conversation, Scott Frisby of Elavon takes us inside the fast-evolving world of retail payments and issues a challenge to retailers everywhere. Stop treating payments as a backend cost and start seeing them as a strategic growth lever.

Scott draws on years of experience shaping payment strategy to explore where inefficiencies are still hiding in plain sight, from hidden fees and fragmented providers to outdated processes that quietly erode profitability. He offers a refreshingly pragmatic view on how retailers can reclaim control of their payment stack, negotiate smarter, and unlock real value by aligning systems with both business goals and customer expectations.

As new payment methods like digital wallets, account-to-account (A2A) transfers, and BNPL reshape the landscape, Scott discusses how to strike the right balance between innovation and simplicity, keeping customer experience frictionless while maintaining operational efficiency. He also tackles one of retail’s biggest roadblocks: cultural resistance to change, sharing practical steps leaders can take to drive transformation without disruption.

At the heart of the discussion is a simple truth: success starts with understanding what customers really want from their payment experience.

“The customer is always right. Listen to what they want, and you’ll always keep your payment stack clean and aligned with your customer base if you figure out what is really important to them.” — Scott Frisby, Elavon

Whether you’re a CFO, Head of Operations, or retail innovator, this episode is a must-listen for anyone looking to turn payments from a cost centre into a competitive advantage. It’s about clarity, confidence, and putting the customer, quite literally, at the centre of every transaction.