Money20/20: PayPal’s Goslinga on evolving payment trends

PayPal’s Senior Director of Enterprise Customer Success for Europe and Australia, Rik Goslinga, speaks to FinTech Magazine at Money20/20 about his aims for the future at PayPal, current payment trends, and the importance of events like Money20/20 in connecting with the payments ecosystem.

What’s on the horizon for you at PayPal over the next 12-18 months?

“At PayPal, I have a team of customer success managers across Europe and Australia. Their role is to grow their customer base, so my mission over the next 12-18 months is to keep coaching the team to be the extended payments arm of our merchants and clients. For us, this is how we help our partners to grow and navigate the complexities of payments. 

“Because if you're a merchant, you don't want to wake up in the morning or go to bed at night thinking about payments, right? You want to think about your consumer and their experience, and you really want your payments management to be taken care of. That's what we do every day, and we've got a great team in place to help merchants achieve that.”

 What are consumer expectations of payments today? What trends are you seeing?

“I think there are two trends we’re seeing today that have become a part of everyday life. The first is buy online, pick up in-store, or buy online and have something delivered to your home, which is something we’ve all seen and all do.

“But I think the next trend that will stick is mobile payments in-store. So, for the consumer, the experience of paying by mobile is an in-store experience, but for us, it’s an online transaction because the transaction is happening on a customer's mobile. People aren’t paying by card. Paying online can be done with a PayPal app, but it can also be done through a merchant’s own application, which embeds a payments solution to create its own checkout experience.”

How important are events like Money20/20 for PayPal?

“These events are important for PayPal because we can connect with a combination of suppliers and partners; a lot of the companies here are our partners. This year we invited a number of our customers to Money20/20 to connect them with the latest payments technology on the market.  

“What we and our clients have seen this year is there is a lot of innovation in the security of checkout processes. It’s about being more secure at checkout but also about being faster. Security and speed are often hard to unite, but there are some great products coming to market that will help make this a reality. 

“At PayPal, we recently launched Passkeys in the US which we’re looking to take global. This is a really innovative solution because it enables passwordless login without sharing banking credentials with third parties, reducing friction while giving consumers peace of mind when it comes to the security of their private information.”

For the full interview with PayPal’s Rik Goslinga, you can play the video above or visit FinTech Magazine’s LinkedIn page, where you’ll find a host of other industry insights from an illustrious list of Money20/20 Europe attendees.