In a time when consumers expect seamless and personalised experiences, the payments industry is quietly undergoing a transformation. At Money20/20 Amsterdam, our CEO, Tom van der Poel, joined host Jan-Jaap Omvlee on PayTechTalk to discuss how XPP is leading this change, creating payment experiences that are more personal and put the human touch back into every transaction.

🎧 [Listen to the full episode here]

Why do personalised payments matter more than ever?

Consider your most recent payment experience. Was it merely a transaction, or did it feel like the payment experience was created for your profile exactly? This difference is key to the frictionless payment trend that’s transforming what customers expect.

As Tom points out in the podcast, payments have become incredibly efficient, but in the process, they have often lost the human touch. At XPP, we believe every transaction should acknowledge the person behind the card phone or device.

Whether you are boarding a train, printing documents at the library, grabbing a coffee from a vending machine or paying for a meal on campus, the payment experience should recognise who you are and adapt to your needs and preferences.

That is what omnichannel payments are all about: technology that works for people, not the other way around.

Europe's Fragmented Payment Landscape

Although Europe is one continent, its payment landscape is remarkably fragmented. From cash-centric traditions in Germany to the super-modern mobile payment systems of the Nordics, consumer preferences reflect a rich mix of cultural habits, regulations, and economic contexts.

For example, Tom mentions that cash remains strong in Germany, while many other regions are moving toward digital payments. Southern Europe still favours loyalty programs and closed-loop systems, whereas Nordic countries, such as Norway and Sweden, lead in contactless and mobile payment adoption.

This diversity challenges payment providers to move beyond a one-size-fits-all approach, instead embracing tailored solutions that honour local payment cultures. That’s why XPP focuses on integrating deeply with local systems while maintaining a consistent platform. Our infrastructure already supports national schemes like BankAxept in Norway and continues expanding across Europe. Ensuring that our partners can meet local preferences and adapt to global shifts.

From multi-channel to true omnichannel

One of the most compelling insights Tom shares centres on the distinction between multi-channel and omnichannel payment experiences.

"Multi-channel lets consumers use their preferred method. Omnichannel connects those methods into a unified, intelligent experience that remembers who you are and what you need," Tom explains.

‍To bring this vision to life in the public transport sector, XPP develops payment footprints. These enable businesses to recognise their customers as the same person across all sales channels, regardless of the payment method used, whether it's a card, mobile device, or wearable like a watch.

We enable customers to move seamlessly across payment devices and channels while retaining access to their purchase history, benefits, and specialised pricing. By empowering our partners in public transport authorities to recognise individual users across all touchpoints, we help them deliver tailored, real-time services that simplify rather than complicate the customer journey. The payment footprint provides a reliable framework for interoperability across systems and services.

A real-world example

Tom mentions a personal experience on Stockholm’s Arlanda Express, where the fragmented ticketing system, with multiple disconnected payment methods, made the experience impersonal and complicated.

This is a key example of a broken customer journey due to an impersonal payment experience. XPP believes that payment should be the first thought and not the last.

A prime example is Flytoget in Oslo; XPP powers a payment ecosystem there, where passengers enjoy a fundamentally different experience. Whether customers use a contactless card, mobile phone, or wearable device, the system instantly recognises them, delivering a truly seamless omnichannel journey from airport to city centre.

The results speak volumes: Flytoget maintains a 95% customer satisfaction rate, demonstrating that when payments are seamless, passengers notice the difference and become loyal customers.

Balancing personalisation with privacy

Privacy is crucial in today’s digital world, and payments are no exception. Tom discusses how XPP's solutions are architected with privacy as a foundational principle, ensuring complete alignment with GDPR, the emerging AI Act, and evolving consumer expectations around data protection.

"For every solution we build, the customer retains complete control; they can choose to remain anonymous or opt in for personalised benefits. The decision always rests with the user," Tom emphasises.

‍This flexibility helps our systems adapt to Europe’s diverse regulations and cultural expectations. From Germany’s privacy-focused market to the more open Nordic regions, XPP’s platform respects local needs while delivering consistent performance everywhere.

Our privacy-by-design approach goes beyond compliance; it builds trust. When people know they control their data and can choose how they engage, they’re more willing to embrace personalised payment experiences.

Looking ahead

XPP is helping drive two major shifts that are reshaping the future of payments. Around the world, countries are moving toward regional payment systems as they seek more control and digital sovereignty, and XPP provides a flexible, compliant alternative that fits these local needs.

At the same time, in digital-native markets like Turkey, self-service is becoming the norm. These unattended payment experiences require smart backend systems and personalised recognition, both core strengths of XPP. Together, these trends point to a future where payments are seamless, built-in, and intelligent, while still respecting privacy and ready to scale as demand grows.

Listen Now

From fragmented systems to fully connected journeys, from data regulation to user trust, this episode offers a clear look at how XPP is leading the shift toward smarter, more personalised payments across Europe and beyond.

🎧 Click here to hear the full conversation with Tom van der Poel on PayTechTalk.