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Episode 18: Reimagining payments – Why Square is Australia’s Most Recommended Merchant Service provider

Host: Chloe James, Banking Uncovered Co-host, RFI Global
Date: June 2, 2025
Region: AU/NZ
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In this episode of Banking Uncovered, we explore how Square is transforming the payments landscape for merchants and small businesses and redefining the future of banking. As digital transactions become increasingly prevalent, what implications does this have for traditional banking models and financial accessibility?

Banking Uncovered host Chloe James speaks to Jess Aloi, Australian Go-to-Market Lead at Square, winner of the prestigious Most Recommended Merchant Services Award at the RFI Global Australian Banking and Finance Awards 2025. They discuss how the needs of small businesses, technological advancements, and regulatory developments are influencing the banking industry, as well as a central theme around customer-centricity and a passion for supporting businesses.

Topics discussed include:

  • Banking & Finance Awards: Jess’s thoughts on how Square achieved the Most Recommended Merchant Services Award, and the importance of putting customer-centricity at the heart of everything they do.
  • Net Promoter Score (NPS): How Square achieved a high NPS of +42.5 in March 2025, up from +23.8 in May 2024, driven by simplicity, peer recommendations and strong customer advocacy.
  • Achieving customer-centricity: How Square builds its tools and services around seller feedback, ensuring that every product update is designed to make business easier and more successful for its users.
  • Technology and innovation: How Square’s innovations are shaping the way consumers and businesses handle transactions, and leading the charge in innovation. The importance of adapting global products for specific local market needs.
  • Company culture: The team culture is collaborative, mission-driven, and seller-obsessed, with many employees bringing firsthand small business experience.
  • The future: Predictions on how digital systems will continue to evolve and their potential impact on the global financial ecosystem.

Tune in to this Banking Uncovered episode for valuable insights into the world of merchant banking and stay ahead of the curve in this rapidly evolving industry.

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Podcast resources

Australian Banking & Finance Awards 2025

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Episode 15: Delivering customer excellence – why relationship banking still matters in a digital world 

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