Startup Check-In

Building A Better Customer Experience For Payments

Building a Better Customer Payments Experience

When it comes to the customer experience, Denise Leleux looks through multiple lenses. The former Tesla executive, who AvidXchange recently hired as its senior vice president, sees it this way: What is the need in the market, what can a product do and what is the customer’s point of view?

On the supplier side, for instance, companies want to get paid quickly and accurately. They also want to be able to use AvidXchange’s network to win new business or find new places to perform work. To better this customer experience, Leleux seeks to find the pain points of her customers and determine how her company can build solutions to help them be more successful.

“I think it’s critical to actually start listening to our suppliers,” Leleux told PYMNTS in an interview. Her company can then use those insights to develop products and services.

She also noted that the company is focused on growing its presence and market share by attracting buyers of services in areas such as real estate and homeowner association-type verticals. Overall, the company has 400,000 suppliers in its network, and Leleux is seeking to be her company’s internal voice to help ensure that its products help improve the businesses of its customers.

Going forward, Leleux plans to home in on data, seeking to find out what kinds of data the company has and how to use that data to develop better feature functionality to help customers. At the same time, she noted that suppliers may not work from just 8 a.m. to 5 p.m., and may find that life and work may commingle. As a result, Leleux also has her eye on improving self-service functions for suppliers.



The How We Shop Report, a PYMNTS collaboration with PayPal, aims to understand how consumers of all ages and incomes are shifting to shopping and paying online in the midst of the COVID-19 pandemic. Our research builds on a series of studies conducted since March, surveying more than 16,000 consumers on how their shopping habits and payments preferences are changing as the crisis continues. This report focuses on our latest survey of 2,163 respondents and examines how their increased appetite for online commerce and digital touchless methods, such as QR codes, contactless cards and digital wallets, is poised to shape the post-pandemic economy.