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PYMNTS Connected Economy Ebook WHAT’S NEXT IN PAYMENTS: CONNECTED 46 TOP PAYMENT EXECUTIVES JUNE 2021 WHAT’S NEXT IN PAYMENTS: CONNECTED TABLE OF CONTENTS 08 a&o Hotels and Hostels 66 FIS 122 Mars 188 Pollinate International Oliver Winter, CEO Bruce Lowthers, President, Jason Thomstatter, Herman Spruit, CEO Banking and Merchant Solutions Head of Digital Commerce 12 Airbnb 194 QED Investments Sam Shrauger, Global Head of Payments, 70 Flourish 128 Mastercard Mike Packer, Partner Chairman and CEO Airbnb Payments Emmalyn Shaw, Managing Partner Ron Shultz, EVP 198 Sesame Care 18 AT&T 76 Forward 132 NCR David Goldhill, Founder and CEO Jason Inskeep, Director of 5G Center Robert Sebastian, Co-founder Doug Brown, SVP and GM, Digital Banking of Excellence 204 Sezzle 82 HomeLight 138 Neruo-ID Charlie Youakim, CEO 22 Brighterion Drew Uher, Founder and CEO Jack Alton, CEO Sudhir Jha, SVP and Head 210 Shake Shack 86 i2c 144 New Enterprise Associates Steph So, Head of Digital Experience 28 Car IQ Jim McCarthy, President Liza Landsman, General Partner Sterling Pratz, CEO 216 Soul Machines 92 Ingo Money 150 Northwestern Mutual Greg Cross, Co-founder and CEO 34 CellPoint Drew Edwards, CEO Souheil Badran, EVP and COO Kristian Gjerding, CEO 222 Stand Up NY 96 Johnson & Johnson 154 NuORDER Dani Zoldan, Owner 38 Chipotle Sarfraz Nawaz, Head of Digital Transformation, Heath Wells, Co-founder and Co-CEO Scott Boatwright, Chief Restaurant Officer Supply Chain 228 sticky.io 160 OppFi Brian Bogosian, CEO 44 Circle 102 Joor Jared Kaplan, CEO Jeremy Allaire, CEO Kristin Savilia, CEO 232 The Yes 164 Paidy Julie Bornstein, CEO 50 Dick’s Sporting Goods 106 JPMC Russell Cummer, J.P. White, Senior Director of Engineering, Max Neukirchen, CEO of Merchant Services Founder & Executive Chairman 238 Verizon Stores and Omni Sampath Sowmyanarayan, CRO 112 LendingClub 170 PayPal 54 Doctor on Demand Scott Sanborn, CEO Dan Schulman, President & CEO 244 Volition Capital Hill Ferguson, CEO Jennifer Fleiss, Venture Partner 118 Mall of America 178 Perfect Corp 60 Fabric Jill Renslow, EVP Alice Chang, CEO 250 Vroom Faisal Masud, CEO Paul Hennessy, CEO 182 PhonePe Sameer Nigam, Founder and CEO The ConnectedEconomy™ n 1990 New York Telephone (now Verizon) rolled out a new marketing line: “We’re all connected.” The phrase got a full court press, with print, radio and TV ads prominently Ifeaturing the slogan — often sung in jingle form. We weren’t connected, of course. The internet barely existed in 1990 and most Americans were 100: still nearly a half decade away from even having heard of it. There was no such thing as eCommerce, mobile telephones were an expensive rarity, tweeting was something birds did and the advance in human connectedness the phone company was actually pushing at the time was low-cost long- distance calling service from the landlines people CREATING AND had in their kitchens. CONNECTING A NEW WORLD © 2018 PYMNTS.com All Rights Reserved The ConnectedEconomy™ 100 In short, we were all pretty of the connected consumer, with a consumer’s desire for a series of connections become more myriad, disconnected. demand set that has digitized about digital doorways that make it easy to the combinations and offers the five years ahead of schedule. complete tasks by seamlessly moving connected economy will be able to But what New York Telephone lacked between channels will remain. bring to the average customer will in descriptive accuracy it more than What’s Next? grow accordingly, and in ways that made up for in predictive ability, as How we shop, how we pay, how are hard to predict — but easy to get 31 years and one global pandemic With the pandemic era easing back we interact and transact with each excited about from the vantage point later it seems we are in fact all in the United States and around the other has changed fundamentally of mid-2021. connected. Pushed by necessity and world, and restrictions being lifted, and for the better, the experts enabled by technological advances digitization will soon no longer be a agreed, as consumers have a range What we can know today is that the that have been creeping up over matter of necessity for consumers of choices they’ve never had before connected economy was off and for a decade or so, the last year has as it becomes safe to go out and businesses now have an ability running in 2020 and shows no sign seen consumers shift how they work, again. But the reopening of the real to customize and curate user of slowing down in 2021 or beyond. eat, seek medical care, shop, relax, world, and the return of so-called experiences and offerings. If anything, it is likely only going to connect with friends and family and “normalcy” does not mean the era of keep picking up speed as the pace of consume entertainment to digitized connectedness that the pandemic And that, experts nearly across the the race continues to accelerate with channels. helped usher into existence over the board agreed, isn’t the exciting part of more and more players setting out last 16 months is going anywhere. the story. Because all the advances from the starting line. That digital dive has forced all manner the connected economy has made of merchants and businesses to That was the consensus of executives so far are mostly prelude to what rapidly accelerate their digital journey PYMNTS interviewed for this eBook; could potentially be offered up and recreate their offerings for the era that while the pandemic will fade, next. As technology advances and © 2018 PYMNTS.com All Rights Reserved a&o Hotels and Hostels CHASING GROWTH IN TRAVEL’S HYBRID HOTEL-HOSTELS SEGMENT or those in the lodging the company has expanded its offering industry, the last 16 and footprint around the world. months have been all about evolution as such According to A&O Founder and Fbusinesses have struggled to recreate CEO Oliver Winter in his Connected themselves and their offerings for the Economy chat with PYMNTS, OLIVER era of COVID-19 and all the restrictions the hospitality company is now WINTER and consumer anxiety it has spurred. developing a “hybrid-mode” that Founder & CEO offers consumers the choice between But evolution has been a constant more hostel-like offerings with rooms over the two decades that A&O Hotels for four to six people all sharing a and Hostels has been in business as common bathroom or a more hotel- © 2021 PYMNTS.com All Rights Reserved 8 © 2021 PYMNTS.com All Rights Reserved 9 Oliver Winter a&o Hotels and Hostels like offering with a private room and The company created the position of do so and make them feel safe while normalcy will be back to the European bathroom. A&O currently runs 35 social distancing specialists to help they are doing it. market as vaccine distribution establishments in 21 cities and seven guide guests to the best places to eat regularizes and the great reopening countries (Germany, Austria, the or best activities where guests could Critical to creating that feeling is can get more fully underway. The Netherlands, Hungary, Czech Republic, count on strong social distancing or to investing in connectedness, he said. company is now serving a business Italy and Denmark). The goal is growth. make sure their hygiene requirements traveler client base, something it didn’t were in line. Today, Winter said, some 50 percent see much pre-pandemic and that it “We are in progress in many more of bookings are made online via the is going to keep trying to grow post- cities,” Winter said. “So, for example, Business functioned mostly as website, app, social media channels, pandemic. Barcelona, Florence, and Heidelberg. usual over the summer, when case etc. The aim is to increase that We are also very, very happy that we counts were down, and consumers percentage to 70 percent by the end of Moreover, Winter noted, the hope he will enter the U.K. in Edinburgh. Our started traveling again. But when the this year. Digital streamlines the guest has going into 2021 and beyond is aim is still from Istanbul to Rome to second, third and fourth rounds of journey — from making a reservation that hotels, hostels and other lodging Copenhagen. We want to be covering COVID-19 began sweeping through to check-in itself to using their phone players, having seen how much they all major cities. Europe in the fall, and lockdowns to pick up their room key totally were able to change and upgrade their began again, A&O worked with contact free when they arrive. That’s if properties and experiences in 2020, But even though the company kept municipalities to provide lodging they need a key at all; at seven of the will take that innovative attitude to opening locations, Winter noted, the for the local homeless and medical locations, users can use their mobile solving the industry’s next big problem year 2020 was one of changes for workers in need of a place to stay. device as their key via Bluetooth. once the pandemic has passed. the A&O brand, including a focus on buildings that were safer, more The company learned an important Connectedness “is critical to optimize “I would be happy to see this effort accessible and more connected than lesson about consumers and their will this contactless guest journey” that end with a pick-up in trying to create ever before. to get out on the road again, Winter guests are increasingly looking for, he sustainability,” he said. “Hygiene said. said. measures are still the main focus of The New A&O everybody.
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