Our Chief Policy and Engagement Officer, Justin Jacobs, recently joined Louis Thompsett, News Editor at Payment Expert, on his podcast to discuss how trust can be built and sustained in an increasingly complex payments landscape.
During the episode, Justin highlighted the opportunities from new payment rails and digital money, including payments that are triggered when specific conditions are met, alongside greater choice beyond cards and improved cross-border payment experiences. He noted that as these innovations develop, maintaining resilience and reliability across the ecosystem will be essential.
A key theme of the discussion was the importance of maintaining trust at the centre of payments evolution. While new technologies such as tokenised deposits and stablecoins are attracting attention, Justin emphasised that consumers remain focused on more fundamental outcomes, with payments needing to be fast, reliable, cost-effective and well protected. Ensuring these expectations are consistently met will be critical to building confidence in new payment experiences.
Justin also underlined the ongoing importance of fraud prevention and consumer protection. He pointed to the impact of measures such as Confirmation of Payee, as well as the potential of enhanced data sharing across the industry to support earlier detection and intervention. Alongside prevention, he highlighted the role of reimbursement frameworks in maintaining trust when fraud does occur.
Looking ahead, Justin emphasised the importance of interoperability and collaboration across the ecosystem. Seamless interaction between different forms of money will help avoid fragmentation and improve efficiency, while closer cooperation between payments and adjacent sectors will be key to addressing fraud risks and strengthening the overall system.
Justin concluded that while the transition to a multi‑money world presents clear opportunities to enhance payment experiences, maintaining trust will remain critical. As he noted, “we are on the cusp of a really significant period of change… but as we do so, it’s important that we maintain really high levels of operational resilience and appropriate consumer protections.”
Listen to the full podcast here: Beyond the Rail: Pay.UK’s Visi…–The Payment Expert Podcast – Apple Podcasts
