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Amazon’s First Logistics Hire Explains Why Speed Decides Retail’s Winners | PYMNTS.com

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It’s easy to romanticize modern commerce: Tap a screen, and in hours or even minutes, groceries, gadgets and garments appear at your door. But behind that magical moment is a brutal, complex dance of logistics that most retailers are still fumbling to master. 

Retailers love to admire Amazon, but few have internalized the lessons behind its logistics success, leaving the much of the sector’s logistics entrenched, territorial and still wildly unprepared for the demands of modern consumers.

“Retail teams and eCommerce teams were separate, and the incentives were different,” Manish Kapoor, founder and CEO at Growth Catalyst Group, said in a discussion hosted by PYMNTS CEO Karen Webster of his time consulting with big-box players like Walmart and JCPenney. “There was always this fear: if you support eCommerce, suddenly the foot traffic is going to go down.”

That resistance to change — and to thinking like a digital-first business — has led to poor infrastructure, broken processes and fragmented customer experiences. 

As Webster recounted in a personal story, even high-end department stores are not immune.

“I ordered a pair of shoes online for pick-up at Neiman Marcus in San Francisco,” she said. “I was sent from the eighth floor to the shoe department and back again, only to find no one knew how to handle the online sale in-store.”

This has resulted in a digital and physical mismatch, where systems show inventory in one place, but the real-world operations say otherwise.

“We only notice logistics when it breaks,” Webster noted.

And that, perhaps, is the irony. The most important component of modern commerce is the one consumers never see, until it fails. But as customer expectations accelerate and technologies mature, logistics can no longer be treated as a back-end function.

Logistics Is the New Brand Experience

Today’s retail logistics is no longer just about trucks and warehouses. It’s about data, algorithms and customer experience. In many ways, in an age where speed, reliability and convenience rule, logistics is the face of the retail brand itself.

One of the biggest hurdles for retailers looking to embrace the concept of logistics-level brand building is the nascent complexity of last-mile delivery, which lies not in the technology but in the economics.

“The last mile is the most complex mile. The most expensive mile. If you don’t have the right density and volume, the economics don’t work,” Kapoor said.

In places like Manhattan, where delivery drivers can earn $50 an hour and may only complete two stops, same-day delivery becomes financially unsustainable. Contrast that with India, where dense populations and cheap labor allow companies like Blinkit to deliver toothbrushes within seven minutes — cheaper than going upstairs to get your own.

If logistics wasn’t already complicated enough, shifting tariff policies and geopolitical uncertainty are making it even harder for businesses to plan.

“You can’t change supply chains that fast. Once you go run in one direction, the direction changes and it’s super expensive to shift again,” Kapoor said.

His advice? Focus on controllables: better forecasting, tighter inventory management and improving financial health to absorb shocks.

Amazon is a technology company that happens to do logistics. Most retailers are retail companies that use technology as an enabler. That’s the difference,” Kapoor said.

The Future Belongs to the Data-Driven

One of Webster’s most pointed questions gets to the heart of the matter: “Why haven’t retailers come together to build their own logistics network?”

It’s a question that haunts the industry. Competition and ego have paralyzed collective innovation, even when the opportunity is hiding in plain sight.

Kapoor answered candidly: “Can you imagine Target talking to Walmart saying, ‘Let’s work together’? It’s not going to happen.”

Efforts like ShopRunner, a FedEx-owned subscription platform that aggregated retailers for two-day delivery, fizzled. American Eagle’s acquisition of Quiet Logistics was a similar attempt to create a shared logistics layer — but again, no coalition materialized.

The real workaround? Third-party logistics providers (3PLs). Kapoor’s own company operates multi-tenant buildings where brands share infrastructure — unaware of each other — protected by strict non-disclosure agreements (NDAs). It’s an imperfect but practical answer to the collaboration conundrum.

Kapoor also described how fixed infrastructure, like FedEx’s Memphis hub, can become a strategic liability. After all, you can’t just tear it down and start fresh when consumer expectations shift overnight. Against today’s backdrop, nimbleness is the new North Star.

“The culture at Amazon is to work backwards from the customer. But even Amazon didn’t predict two-hour delivery expectations,” he said, noting that the future could be built on driverless vehicles. “Driverless delivery is already here. And it will come faster than drones. Drivers are the biggest cost, so reducing that changes everything.”

“None of this is rocket science,” he added. “But it requires going back to the basics — and moving forward with cohesion, speed, and above all, customer obsession.”

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Marqeta Sees BNPL and Embedded Finance Boosting Issuer Demand | PYMNTS.com

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Marqeta’s second-quarter results, released after the market closed on Wednesday (Aug. 6), took note of expansion opportunities in buy now, pay later (BNPL) markets, flexible credentials and embedded finance.

Total processing volumes of $91 billion were up 29% from a year ago. Net revenues gathered 20% year-on-year to $150 million. Shares were up 17% in after-hours trading.

Mike Milotich, interim CEO and CFO of Marqeta, said on the call with analysts that “one area of strength has been our continued broadening of lending and buy now pay later use cases … In the early days of our company, we were well ahead of other providers in connecting BNPL providers with retailers via instant issuance virtual cards, enabling seamless payment experiences without costly back-end integrations. While others eventually caught up on instant issuance, we continued to leap ahead, enabling BNPL providers with pay anywhere card solutions.”

BNPL and Flexible Credentials

Recent initiatives have included the launch of Visa flexible credentials, where Marqeta has been the first issuer processor to bring that functionality to the U.S. BNPL firm Klarna has also expanded its efforts with Marqeta, Milotich said, where the launch of the Klarna One Card has marked a move by the BNPL provider from three programs to 10.

“In the second half of this year, we will continue to innovate in BNPL,” Milotich told analysts, as “we have been building a new capability that leverages our issuing expertise and BNPL relationships to capitalize on evolving industry trends. This capability embeds within apps and allows consumers to receive multiple BNPL options at purchase while paying with their existing debit card, increasing both distribution and user engagement.”

Several partners are testing the service, eyeing a limited release before the 2025 holiday season and a broader launch next year.

Delving into value-added services, where gross profit more than doubled, according to commentary on the call, there’s been demand for real-time decisioning capability that is “issuer centric” and “allows customers to create rules and controls to manage transaction fraud based on the expansive and diverse underlying transaction information.”

About 40 customers contributing 20% of total processing volumes excluding Block are using real-time decisioning, Milotich said.

“We are actively enhancing this product with artificial intelligence and machine learning capabilities to help evaluate transaction risk in real time during the authorization process,” he told analysts.

Growth in Europe

Banking, lending, BNPL and expense management use cases are each growing over 100% year-over-year in Europe, said Milotich, and growth will be given further tailwind from the TransactPay acquisition that closed at the end of last month.

In Europe, he said, the business combination will “enable us to deliver more program management services for customers operating throughout Europe … [and] position us to support larger customers who are looking to have a single provider for processing, program management and EMI license.”

Overall, he said, “growth within financial services remained steady with last quarter, which means it is now growing a little slower than the overall company. Block growth within this use case remains as expected, and our fast growing non-Block new banking customers continue to grow approximately five times faster than Block.”

Growth in expense management offerings has been more than 30%, Milotich said. Full-year 2025 revenue growth has now been guided to be between 17% to 18%.

Asked on the call about growth in newer areas, Milotich said: “Now that we’ve settled in and … reached a certain level of scale, we can spend a little more time … moving horizontally, if you will,” and building out services around core processing.

“That’s important as we move more and more into embedded finance” with FinTechs that want a holistic solution, he said. “That’s why we’re doing things like building a white-label app.”

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Thredd and Ontop Team to Ease Payroll Frictions | PYMNTS.com

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Payments processor Thredd is joining forces with payroll/financial platform Ontop.

The partnership is designed to give Ontop’s workforce and clients an improved way to access and use their earnings, the companies said in a Wednesday (Aug. 6) news release.

“Our mission is to help companies pay their teams anywhere in the world quickly and reliably,” said Thomas McAllister, Ontop’s chief financial services officer. “By partnering with Thredd, we’re investing in the best-in-class technology and infrastructure to ensure our global workforce has more seamless access and use of the funds they earn, no matter where they are. This marks a significant step in our evolution to deliver the modern financial tools and experiences for companies and workers alike.”

According to the release, the collaboration combines Thredd’s scalable global infrastructure with Ontop’s frictionless payroll/borderless payouts offerings, letting contractors and global teams benefit from real-time account controls, streamlined spending and the ability to instantly move funds across multiple currencies and regions.

PYMNTS wrote last month about Thredd’s efforts — in its capacity as an issuer-processor — to help banks and FinTechs embrace agentic artificial intelligence (AI) to pioneer intelligent transaction orchestration.

“This shift aims to redefine how financial institutions issue and manage cards, optimize real-time decisions and combat sophisticated fraud, charting a course toward a more responsive financial ecosystem,” that report said.

But the path toward this intelligent future is not without its obstacles, primarily based around establishing the infrastructure to support widespread AI deployment. Edwin Poot, chief technology officer at Thredd, said those infrastructural demands tend to be underestimated.

“I think what people usually tend to forget is … once this takes off and you’ll deploy agents per transaction, this will require changes to the infrastructure and the ways in which you manage those agents. People can underestimate that,” he said during an interview for the “What’s Next in Payments” series focused on agentic AI.

He went on to say that while there is a lot of focus on specific use cases, the key question remains whether the underlying infrastructure is ready to support potentially thousands (or tens of thousands) of agents running all at once and accessing application programming interfaces (APIs) at speeds faster than human capabilities.

“This intense activity places immense strain on existing APIs and infrastructure, further complicating the need to authenticate and ensure agents are not malicious,” PYMNTS wrote. “Scaling these solutions to a large, business-ready level remains the central challenge for the coming years.”

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Visa Data Shows Affluent Travelers Propel Global Tourism Spending | PYMNTS.com

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Affluent travelers, not middle-class vacationers, appear poised to keep the world’s tourism engine humming even as the broader economy cools.

Visa’s July “Global Travel Insight” report found that households earning more than $200,000 a year (barely 5% of all households) accounted for roughly 1 in every 4 travel dollars spent worldwide last year.

Using anonymized VisaNet card data, the network revealed that London was the top city for well-heeled visitors, per the report.

Emerging-market elites stayed clear of crowded capitals in favor of seasonal or second-tier destinations such as Japan’s Hokkaido, Egypt’s Mersa Matruh and Argentina’s Mendoza. Asia Pacific was the fastest-growing source of high-income globetrotters, with its affluent household base expected to expand 8% annually through 2030, the report said.

Spending patterns underscored the segment’s heft. Affluent cardholders’ cross-border credit outlays averaged three times that of non-affluent travelers in 2024 and six times in Hong Kong, where retail purchases made up more than half of those charges, per the report.

In Australia, domestic luxury tourists, who are defined as spending more than $500 per night, devote one-third of their budgets to food, drink and shopping, the report said.

Loyalty programs matter, as two-thirds of wealthy Americans said airline or hotel points dictate booking decisions. Those planning international trips over the next year intend to spend 38% more than their mass-market counterparts, according to the report.

Affluent travelers “are not just resilient—they are catalytic,” the report said. “…Merchants and issuers that anticipate their evolving preferences — especially in emerging affluent markets — will be best positioned to capture long-term loyalty and unlock outsized economic value.”

Additionally, affluent consumers in Saudi Arabia, the United Arab Emirates and India are the most eager to travel, with more than 80% planning at least one trip in the next 12 months, per the report.

Within the Middle East and North Africa (MENA), high-income travelers generated 55% of intra-regional trips, thanks to better air links and easier visas. Meanwhile, Japan climbed to the seventh-most-visited country for wealthy Americans in 2024 from ninth a year earlier, buoyed by demand for immersive cultural experiences, the report said.

PYMNTS’ coverage has tracked similar themes, including Marriott International’s push to court high-spend Chinese tourists via Alibaba’s travel website; American Express Global Business Travel (Amex GBT) seeing multinational customers increase their business travel; and airlines focusing on roomier seats and other perks for wealthier leisure travelers.

The through-line is that travel’s priciest customers are increasingly the sector’s most reliable ones, even when everyone else tightens their belts.

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