Episode 21: How Omnichannel and Orchestration Power Modern Payments

In the final episode of our NMI Payment Playbook Podcast series on how consumers influence the payments ecosystem, host Greg Myers talks with Kate Hampton, Chief Strategy Officer at NMI, about how omnichannel payments and  orchestration are making it possible for payments providers to meet evolving customer expectations.

With 18 years of experience in payments acceptance, Hampton defines omnichannel as a seamless, connected shopping experience across various channels, including in-person, mobile, online and unattended.

Hampton highlights that consumers today expect minimal friction and maximum flexibility in their shopping experiences. They desire payment options that are seamlessly integrated and contextually appropriate, eliminating the need to adapt to different payment methods.

For merchants, this expectation presents a challenge as they must rely on partners who understand both their business needs and customer expectations. Hampton advises stakeholders like ISOs, PayFacs and SaaS companies to focus on delivering an optimal consumer experience, emphasizing that the payment process is a vital extension of the merchant's brand. She also notes that omnichannel strategies must be future-proofed to stay ahead of evolving consumer preferences and technological advancements.

Next, Myers and Hampton discuss payment orchestration, the configuration and coordination of payments across various channels, payment types, methods and geographies to create a simple and intentional end-user experience. Hampton explains that good payment orchestration should be invisible, providing a seamless experience where consumers don't need to think about the payment process. The value of effective payment orchestration lies in superior customer experience, differentiation and future-proofing.

Hampton connects the dots between customer expectations, omnichannel strategies and payment orchestration, stating that these elements work together to curate the best possible consumer experience. She concludes by emphasizing the non-negotiable nature of these integrated solutions in today's payments landscape. This episode wraps up the series, with a new series on industry trends coming soon.