WEBVTT

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<v 0>Hi, folks. My name is Kate Brennan. Welcome. I lead Terminal at Stripe.</v>

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Today, you've been hearing a lot about agentic commerce. And for good reason,

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because one in four consumers are discovering products using AI.

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And while this change is massive,

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and digital commerce is going to continue to be transformed and

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automated, so will in person, But in person is not going to go away.

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In fact,

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nearly two-thirds of consumers visit stores to see and touch the products that

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they discovered online.

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And this makes the in-person payments experiences crucial for your brands.

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So to turn those visits into lasting loyalty,

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it's imperative that you help them connect the in-person checkout with the rest

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of the shopping experience.

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But building in-person payments can take years. From integrating a processor,

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securing certifications,

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to managing hardware-and then doing it again for every country over

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and over.
To make this easier, platforms like Shopify,

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Mindbody,

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and Housecall Pro have partnered with Stripe Terminal to unify commerce across

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channels. Because for platforms,

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the challenge isn't just going live in person.

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It's actually keeping online and in-person commerce connected as they grow.

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Terminal? We help you do that with a single integration.

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It enables you to accept in-person payments globally with hardware,

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fleet management, and access to a plethora of partner connections.

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The good news as well is that Stripe Terminal works with products you know and

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love from Stripe. Connect, Billing, Invoicing, and so much more.

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So that you can connect the payment flows from online and in person for a

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unified view of your customer. Today,

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I'm going to share with you three ways that Stripe Terminal helps you grow your

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business with in-person payments.
First,

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we give you choice-choice of hardware.

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And these are the devices that you need to accept payments across a variety of

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in-person settings. We give you fleet management capabilities,

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so that you can manage and monitor the health of those devices.
Second,

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you can customize those in-person experiences,

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which is incredibly important for advancing brand loyalty. And third,

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global expansion.

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You can expand to new markets using the existing integration with Stripe.

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To close,

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you're going to hear from Lightspeed-Lightspeed is one of our fastest-growing

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platforms-about how they monetize in-person payments with Stripe Terminal.

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Let's get started.
In-person payments are incredibly important,

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but hardware. Turns out it's pretty hard.

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You need different readers for different environments. Countertop, handheld,

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kiosk. The list goes on. The good news is with Terminal,

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we give you flexibility.

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You have a wide range of Stripe built and designed readers,

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and we are partnering with third-party partners to give you more choice.

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And today, just with platforms alone,

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we have over 400,000 active readers and even more when you add Tap to Pay

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with iPhone and Android.
Later this year,

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we're going to be adding more readers to the portfolio.

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And this includes a fully weatherized,

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unattended reader for use cases like EV charging stations.

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Now, once you've chosen the right device for your users,

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you do need to help them manage inventory and fulfillment. And this?

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This all starts with ordering. With Terminal,

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you can incorporate hardware ordering right into your user experience.

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Users browse and purchase devices right on your platform rather than be

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redirected to a separate site. One option:

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you can build it yourself,

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and you can opt to use the hardware ordering API for this.

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You own and manage the entire hardware ordering flow and the storefront

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experience. Stripe will manage the warehousing and fulfillment on your behalf.

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Mindbody, which is a platform for wellness businesses,

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integrated hardware management into their experience-leveraging the API.

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Their staff used to spend hours ordering and fulfilling each reader,

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but now their customers can order directly within Mindbody.

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Another option: you could drop in the embeddable component.

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This is a ready-made experience, a one-time, low-code integration,

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and this is great depending upon whether or not you want to deploy your

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resources and technical resources towards this or not.

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Stripe in this instance still takes care of shipping, fulfillment, localization,

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taxes, and the ordering flows. So you have a lot of choice with us.

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If you hear nothing else from me today, it's about the flexibility we provide,

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so you can grow your business the way you want to.
Now,

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getting devices into your user's hands and making sure they work:

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this is another area where platforms can lose time. With Stripe Terminal,

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we simplify hardware logistics to get your users started quickly.
Phorest

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is a platform for salons and spas.

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They used to manage hardware ordering themselves,

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and this included warehousing and dispatch. With Stripe Terminal,

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they were able to deploy 1,000 readers in just six weeks,

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because Stripe-we ship the readers directly to the salons on their behalf.

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myKaarma. This is a platform for auto dealerships.

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So they used to need on-site IT resources to get the devices up and running.

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Now with Stripe Terminal,

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they can ship preconfigured devices directly to their dealerships.

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Okay. So once the reader's in their field,

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now you want to be able to easily manage and monitor them. Stripe,

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we give you a unified dashboard. So you can see the health of your devices,

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push firmware updates if you need to,

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and it'll flag any fixes that you might need to make,

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so that you can fix the issues before your users ever encounter a negative

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issue.
We've talked a lot about hardware. We talked about fleet management,

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but there's another way to take payments in person quickly,

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and this is with Tap to Pay.

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You can turn any iPhone or Android reader into a certified card reader,

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monetizing more in-person payments quickly and getting started with the phone in

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your pocket.

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SQUIRE is a platform for barbershops. They added Tap to Pay,

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and in doing so and adding it to their app,

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their barbers can quickly transact in seconds-no additional hardware needed.

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All right, let's talk about customizing those experiences.

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From veterinarian clinics to restaurants,

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your users choose your platform because it fits their unique needs.

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However, if the checkout is outdated or generic,

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you lose the strategic advantage in why they chose you. With Stripe Terminal,

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you can customize the on-reader experience to match your brand.

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At its simplest,

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this might just be a branded splash screen.
If you take it a step further,

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that might be custom forums with additional fields.

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And if you really want to go all in,

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you can build your own app with a custom app deployed to readers,

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built specifically for your user's workflows.

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INDY Cinema Group built their own dine-in ordering system and deployed this app

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to Stripe readers.

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This enables servers to take food and drink orders anywhere in the

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building-without ever having to walk back to a fixed terminal.

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And on top of that,

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the INDY servers could see what returning patrons like to eat and drink.

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This enables them to make personalized recommendations.

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And this actually matters because as a consumer,

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nearly 60% of us do expect brands to remember our preferences for further

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personalization. All right, so we've shared hardware optionality,

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customization, how that might accelerate your business,

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but I'd love to see it in action. Today,

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we announced Stripe Reader T600. It's the newest first-party reader from Stripe.

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It has an eight-inch landscape touchscreen display.

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It enables you to have more opportunity to engage with your customers.

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If you use T600 as a customer-facing display,

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you see a plethora of use cases.
One might be a med spa showing a release form

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for clients to sign.

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The next might be a coffee shop subscribing to a bean of the month subscription

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on the reader. And the next one could be a retailer,

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prompting for products that a customer might also want to review or buy while

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they're reviewing their order. With Apps on Devices,

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you can take it a step further and use this as an all- in-one device.

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I'd love to see it in action. Hopefully you want to see it in action, too.

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And to do so, I'm going to welcome Kelly to the stage.

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<v 1>Hi, everyone. I'm Kelly, a product manager on Terminal,</v>

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but today I'm moonlighting as a store associate at an outdoor equipment

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retailer. My store uses a platform with a point-of-sale app.

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I'm running right here on the Stripe Reader T600,

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and you'll be able to see what's happening live on the reader,

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on the screens behind me. All right. My customer Kate is here,

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and she's ready to check out with a hoodie and a duffel bag.

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I simply add her items directly on the reader,

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and then I can flip the reader to face Kate's side of the counter,

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so she can review her cart.

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My point of sale also has a simple upsell built into the checkout flow that

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automatically suggests items that I stock next to my counter.

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Kate chooses to add a water bottle. Okay, Kate,

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please click "Pay" when you're ready.

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Kate is choosing to pay with her digital wallet.
Today, the T600 supports cards,

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digital wallets, and QR-based payment methods like WeChat Pay and Affirm.

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And just like that, the payment is complete.

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But since Stripe powers all of the payments for my platform,

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my point of sale can recognize the card fingerprint that Kate just used from a

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previous online transaction to automatically fill in her email address for the

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receipt-but that's not all. We recently launched a loyalty program,

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and I can easily advertise its benefits on the T600's larger screen.

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All Kate needs to do is click "Sign up." And then,

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my platform can use Kate's combined purchase history across both online and

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in-store channels to show her points balance.

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She left with a larger shopping bag and enrolled in my loyalty program,

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all with a seamless experience.

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That's unified commerce on the Stripe Reader T600.

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It'll be generally available to order later this year,

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and you can join the waitlist today. Thanks, everyone.

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<v 0>Thanks, Kelly. All right.</v>

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Once you've got the right hardware and the custom experiences to win and retain

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users, there's one more growth opportunity, and that is global growth.

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Two-thirds of platform leaders have shared with us that they plan to expand

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internationally in the next year. Historically,

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launching in-person payments in a new market meant a lot of things.

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Integrations, country-specific certifications, fragmented logistics,

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and so much more. Today with Terminal,

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you can onboard users with hardware in 25 markets, and with Tap to Pay,

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38 markets through your existing integration.

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Woo partnered with Stripe to launch in 17 markets in just three months,

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and now 40% of their users come from outside of the United States.

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Later this year,

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we're going to be expanding hardware support to 15 additional markets.

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This includes Mexico, Hong Kong, and across Europe.

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This enables you to instantly take advantage of Stripe without writing more

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code.
Now, in those markets,

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your users are going to be able to accept the payment methods that their

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customers prefer. Cartes Bancaires in France, PayPay in Japan,

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and BNPLs like Affirm. And coming soon,

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we're also going to have support for Klarna, Alipay,

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and UnionPay International cards later this year.

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We've talked about hardware optionality,

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customizing those experiences in global expansion.

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Terminal helps you unify commerce, so that you can grow your business.

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Now, I'd love to hear from a user who has fueled their own platform growth using

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Stripe Terminal. Please welcome Kyle, VP of product from Lightspeed.

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<v 2>All right. Thank you for having me.</v>

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<v 0>Yeah, thanks for coming.</v>

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<v 2>Great job in T600. I'm ready to buy a boatload of those. They're great.</v>

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<v 0>There's T600s underneath all your chairs. I'm just kidding. There's not.</v>

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There's not. All right, Kyle,

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can you please share with us a little bit about Lightspeed and your unified

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commerce journey?

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<v 2>Yeah. So just so people understand what Lightspeed is,</v>

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LightSpeed is a point-of-sale platform.

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We work with retail and hospitality merchants.

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We have about 150,000 location customers globally.

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And I'll focus more on the retail side,

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that's where we do most of our business with Stripe.

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And I would say that from the retail side, our kind of ideal customer profile,

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our merchants have about one to about 50, maybe more locations,

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and they typically have very complex inventory needs, order fulfillment needs.

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And I run the payment product that helps support those workflows.

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<v 0>You talked about ICP, so ideal customer profile.</v>

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Can you say more about why are these users choosing your platform for their

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businesses?

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<v 2>Yeah. I would say if you think of a merchant with multiple locations,</v>

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they have to manage all the inventory.

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And so one of the good examples of how payments really help with that is we have

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instant payout. And what we do is,

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we actually add a functionality to have merchants schedule these payments,

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or payouts, I mean.

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And so they can have a payout scheduled any time of the week and be able to

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fulfill those inventory. And we're getting tighter of those workflows,

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so they have the cash to pay for the inventory to supply all the inventory of

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all their locations.

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So it kind of keeps the business flow and the rhythm moving forward.

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<v 0>So you really kind of understand their pain point and where to focus and how to</v>

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add value for them.

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<v 2>That's right.</v>

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And then I think that's what makes it really tight together with that,

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with the payment side and the inventory management really creates a strong

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position there.

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<v 0>Awesome. So today, and I touched on this briefly,</v>

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we're hearing a lot about the transformations that are happening in commerce.

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AI is a term I've heard once or twice.

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<v 2>A couple times.</v>

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<v 0>How is this impacting your business?</v>

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<v 2>So I'd like to think of two vectors. And I think one is the agentic flow,</v>

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and I'll talk a little bit about that.

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And the other one is more of like the need to be in the in-person experiences

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that we're seeing our merchants and our customers kind of gravitating towards.

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And so, a good example of the agentic flow is, recently I had to buy a TV.

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My youngest son, seven years old, practiced baseball, took it to the TV. So,

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shattered the TV, right before the NCAA tournaments I'm like, TV.

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And I have a personal agent, and I pretty much worked with that agent.

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It pretty much set up the, found the right price,

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found me someone who could do free delivery,

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scheduled the installation. I didn't go to a store. I didn't do anything.

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It just pretty much solved it,

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and I felt it was a great experience.
On the flip side,

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we've been working with a wine store that was kind of close to my home.

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It's probably why I go to the liquor store a lot, for the broken TVs. But

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we're trying to build their experience within their store.

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So we help them kind of, we work with them like how the bottles are placed,

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and how they are doing tastings,

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and how they're kind of really creating that experience,

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so people go into the store and manage with that.

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And so we've been working with them on like,

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even saving my card on file with that. So I can walk into the store,

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Lenny knows me by my first name. He helps me: "You like Italian reds,

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here's some Italian reds." You can look and get it, too.

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I have the card on file. I can just grab the two bottles and go, "Lenny,

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I'm out of here."

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It's a very kind of nice experience,

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where I always come back to that store because of that.

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And I think that's where we're helping our merchants build out that kind of flow

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to get the people in the store.

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<v 0>So what I heard from you is, yes, agents and AI, but also in person.</v>

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<v 2>I think they're going to complement each other,</v>

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but I think right now we're seeing kind of the distinction,

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but I think they eventually will blend. But yeah,

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there's a desire for that in-person experience that becomes more and more

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important for merchants.

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<v 0>Are any of your in-person merchants asking you for help and advice about how to</v>

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navigate this new world?

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<v 2>Absolutely. Especially when they're trying to cater that in-store feeling,</v>

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like they want to know like, how do we get to know our customers better?

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"How do we get to know our customers better?

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How do we get to get that data point of who they are?

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How do we get them to sign up quickly?"

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And the T600 was a nice screen,

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because it showcased all the information of the loyalty cards.

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You can put in like your phone number.

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We find phone numbers a little easier to put in than an email address,

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but ways of just getting that information first. And then with a credit card,

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it becomes another data point for them to know who it is,

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and you kind of build that profile.

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And that's what we're trying to teach them how to do that,

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and then be able to use that to help, one,

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in that experience because then I get notifications that I have a wine tasting

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coming up and, "Oh, a new Brunello came out. You should try it out."

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So it creates that kind of back and forth that I'm looking for and the

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merchant's looking for as well.

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<v 0>Yeah. One thing that we had talked about,</v>

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because we've worked together for a while,

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and the idea of what we're experiencing,

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because we deeply care about in-person is the idea that we've experienced a

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version of this in the past with COVID and in-person businesses,

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everybody pulled back, and then the minute it was safe,

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we all roared back into retail, into events. And so I'm curious,

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how do you think, what is the role of in person in this new AI world?

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<v 2>Well, I think that's where it's going to get more so where... Again,</v>

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another example is a clothing store, a VIP clothing store,

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and they had this VIP program. And so you go in there,

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and these are for kids' clothing, and they have them all dressed up,

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and they can just walk out of the store with the clothes.

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You don't have to worry about the bag,

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you don't have to worry about putting it back in the shelves, or... So again,

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creates that frictionlessness,

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which is I think where the merchants are looking for us,

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how do we make that more optimized?

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How do we make it so in-person is as friction-as easy as,

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no friction at all to get into my purchase and get out?

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<v 0>Yep. Okay. So we'll come back to that friction in a minute,</v>

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but I'd love to understand. So Lightspeed, you've seen a lot of growth.

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You've also been at this for a while and seen a lot of things.

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So some folks in our audience might be navigating this and how do you grow your

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business?

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So would love to know if there's any lessons that you might have to share,

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in terms of,

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how do you approach merchant onboarding for in-person payments and making sure

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that you're building that trust with some of the users,

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that you're either new users or they're migrating to you?

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<v 2>Yeah. I think in the beginning,</v>

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we kind of had a little bit of a choose-your-own-venture type of model of

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getting customers to buy the package.

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And a lot of times they were thinking about an iPad,

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I want a desktop version or I want a hub or maybe I don't want a hub.

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And they kind of knew a little bit what they wanted. And I think what we,

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noticing after being 20 years in the business,

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there's certain merchants that want certain types of devices and certain ways of

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having it. And so we're getting better at prescribing that. Okay,

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if you're this kind of merchant, and you're a bike merchant,

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you typically want to have two desktops, maybe two scanners,

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one printer, maybe a hub to control it both, and your terminal doesn't wander,

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because they're going to the store, plug it in to the point of sale,

340
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reduce the Wi-Fi issues you might have,

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just make it clean setup for them.
And that's where we're trying to get more

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prescribed of like, here's the goal and setup based on what you want,

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to get them to that point where they can, again, be up and running fast.

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They don't have to worry, think about too much.

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They're using us to kind of understand, "Is that the best profile I want to go,

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to put in my store?"

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I think that's where we're getting better and better at that,

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and you're going to start seeing that in our onboarding flow.

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<v 0>Got it. And we talk a lot about in-person dominant,</v>

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but it's also my understanding you work with a lot of online dominant users as

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well.

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So how do you help them in the unified commerce and thinking about how both

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channels are important?

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<v 2>Yeah. I think the same kind of concept is that,</v>

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your in person has this frictionless path and so does the ecommerce side.

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And so making sure that your website and the way you cultivate the

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in-store are the same.

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So there's a little bit of like branding kind of consistency across both

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channels, the experience, knowing who you are, they remember, "Oh,

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I bought this in the store-they remember me in the ecommerce side." Vice versa.

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Like, "Oh, hi, Kyle.

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I've seen you bought this before." So I think keeping those two in a very

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intertwined, and not separate, is the key.

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Keep it as your merchant is the center of gravity,

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and then let those supporting channels support it,

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but don't treat them as two separate ones; otherwise,

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you're going to lose kind of the power of having them together.

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<v 0>Got it. Okay. So what are the challenges that you're still wrestling with,</v>

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with in-person payments?

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<v 2>Well, it was great showing the hardware,</v>

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how easy it is to do that, but I think we're working on,

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00:20:31.040 --> 00:20:34.800
because we have other auxiliary parts of the hardware-again, the scanner,

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the printers, all these other components for it. What we're trying to do is,

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how do we make that, again, easier for them to grok and do that,

375
00:20:44.760 --> 00:20:45.850
but also are there ways that...

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We have some terminals out there that are probably a little older,

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and they probably want to be upgraded.

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How do we get to them in an upgrade program? How do we get them so if it breaks,

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00:20:54.860 --> 00:20:57.600
like an AppleCare type, where they can swap out terminal,

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and it's already set up and pre, so they can just plug in and go.

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00:21:00.200 --> 00:21:02.420
They don't have to worry about. But sometimes merchants will like, "Well,

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I don't want to get a new terminal because I got to set up myself."

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00:21:06.200 --> 00:21:08.860
Can we preprogram everything, so it's just up and running for them?

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00:21:08.900 --> 00:21:13.200
And so we're working on kind of ways of doing those kind of replacement

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programs, leasing programs,

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ways that kind of make the merchant's experience really great,

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but also the economics on our side matter, too.

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<v 0>Well, and you also talked about the idea,</v>

389
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I think I used the word "optionality" maybe five times in my opening talk,

390
00:21:24.440 --> 00:21:28.040
but you've talked about having an opinion, and being a trusted thought partner,

391
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that came through for me. We talked a lot about hardware.

392
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Are you seeing your users adapt Tap to Pay on iPhone or Android devices?

393
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<v 2>Yeah. So the Tap to Pay is interesting.</v>

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I think that helped with some of our smaller merchants,

395
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because they just want to get up and running quickly.

396
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So they have the iPhone ready, the chip is already there,

397
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they can start processing.

398
00:21:45.240 --> 00:21:48.200
It gets a little bit different when they go more upmarket ,because then you have

399
00:21:48.220 --> 00:21:48.460
to think about, "Do I have a charging station with all my iPhones?

400
00:21:48.460 --> 00:21:49.293
Do I have cases? How do I manage that?"

401
00:21:52.880 --> 00:21:54.120
So that's still kind of,

402
00:21:54.260 --> 00:21:58.040
I think where it's not quite sure where they're going.

403
00:21:58.260 --> 00:21:59.920
Sometimes they'll just go then back to the terminal,

404
00:21:59.980 --> 00:22:03.080
but there is a breaking point of where the smaller merchants,

405
00:22:03.140 --> 00:22:07.800
like the one at one store, maybe it has like a booth,

406
00:22:08.240 --> 00:22:11.620
they may typically like to Tap to Pay, because it's easy and get started,

407
00:22:11.680 --> 00:22:12.513
but maybe the bigger stores,

408
00:22:12.640 --> 00:22:15.720
it's a little harder for them to grok the whole kind of layout of the iPhones.

409
00:22:15.880 --> 00:22:17.340
<v 0>Yeah. So it sounds like a mix.</v>

410
00:22:17.520 --> 00:22:18.500
<v 2>It's like a mix. Yeah.</v>

411
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<v 0>How do you think about customizing and branding the experiences?</v>

412
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Is that something that you think about at Lightspeed,

413
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or how are your users thinking about that?

414
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<v 2>Yeah. So there's the branding itself within the terminal itself,</v>

415
00:22:29.660 --> 00:22:33.860
because it's a good footprint to showcase advertisements for their own products.

416
00:22:33.980 --> 00:22:38.640
And see, what we also like about the T600, not to feel like I'm selling T600,

417
00:22:39.360 --> 00:22:40.860
but it has a good screen-.

418
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<v 0>I'll take it.</v>

419
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<v 2>To do advertising. So a lot of merchants are asking us,</v>

420
00:22:43.780 --> 00:22:43.780
"Can you put some advertising, like we have a bike store,

421
00:22:43.780 --> 00:22:43.780
we want to showcase the next bikes for next season.

422
00:22:43.780 --> 00:22:44.513
Can you put that into the screen? So can we do advertising?"

423
00:22:51.280 --> 00:22:53.040
It's a nicer screen to be able to deploy that.

424
00:22:53.120 --> 00:22:56.520
So that's where we're kind of looking at using that footprint and having that

425
00:22:56.560 --> 00:22:59.400
branding experience, but again, going back to the commerce side,

426
00:22:59.680 --> 00:23:01.480
the branding should equal that.

427
00:23:01.540 --> 00:23:05.280
So now it's just its own brand that should mimic the ecommerce site in one kind

428
00:23:05.300 --> 00:23:06.280
of fluid view.

429
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<v 0>Yeah. Anything we haven't talked about today,</v>

430
00:23:08.660 --> 00:23:11.520
or advice that you might give this audience as they're thinking about growing

431
00:23:11.540 --> 00:23:12.373
their businesses?

432
00:23:12.780 --> 00:23:15.800
<v 2>Well, I would say, again, it's kind of a common theme.</v>

433
00:23:16.560 --> 00:23:21.100
The experience you have in the ecommerce site should mirror the experience you

434
00:23:21.140 --> 00:23:24.600
have in-store. And so when I look at frictionless kind of flows,

435
00:23:24.700 --> 00:23:26.640
like in the ecommerce site, it should be very frictionless.

436
00:23:26.700 --> 00:23:29.700
You're looking at card optimization, you're looking at paying quickly,

437
00:23:29.760 --> 00:23:34.460
and providing that experience as well. In-store the same boat.

438
00:23:34.540 --> 00:23:38.340
You don't want it to be hard. You don't want it to... The awkward,

439
00:23:38.380 --> 00:23:41.120
when you're tapping and it's not working, and you're like, "Okay, is it me?

440
00:23:41.120 --> 00:23:44.660
Is it you?" You don't want that. So how do you make it simple, where they tap,

441
00:23:44.740 --> 00:23:46.620
it pays. So keeping that kind of like,

442
00:23:46.640 --> 00:23:50.080
the frictionless side of ecommerce and in person is the same.

443
00:23:51.300 --> 00:23:53.920
The other part is knowing your customers. So there's a point of where,

444
00:23:54.640 --> 00:23:57.820
in online you learn a lot; you know their IP address, you know where they go,

445
00:23:57.880 --> 00:24:00.120
you have cookies, you have a lot more data points.
In person,

446
00:24:00.180 --> 00:24:03.140
you do not as much, but that's where you can build that trust,

447
00:24:03.180 --> 00:24:06.020
and you build that experience, you'll be able to build that profile.

448
00:24:06.180 --> 00:24:07.720
And if you match and stitch them together,

449
00:24:08.060 --> 00:24:10.080
you get a better composite for that customer.

450
00:24:10.480 --> 00:24:13.160
And I think the final one was with payment methods, and where, if you have...

451
00:24:14.280 --> 00:24:18.200
Customers online want payment methods just like ones in person.

452
00:24:18.260 --> 00:24:21.520
So going from the gym, you forgot your credit card, you have your iPhone,

453
00:24:21.580 --> 00:24:21.980
you can't get milk. "Oh, you don't have Apple Pay." So you're like,

454
00:24:21.980 --> 00:24:22.813
"Ah." So having that payment methods is very important.

455
00:24:26.860 --> 00:24:30.400
<v 0>Thank you so much, Kyle. I also appreciate hearing about the TV, the wine store,</v>

456
00:24:30.480 --> 00:24:31.380
the milk, and the gym.

457
00:24:31.520 --> 00:24:34.180
<v 2>Well, eventually, I want to see where my agent knows that I have a TV,</v>

458
00:24:34.900 --> 00:24:38.560
talks to Lenny, ships me wine to my apartment,

459
00:24:39.080 --> 00:24:41.680
but I'll go in the store to taste it because I might as well.

460
00:24:41.880 --> 00:24:44.800
<v 0>We deeply appreciate all the partnership. Thank you so very much.</v>