Complete the form to unlock this article and enjoy unlimited free access to all PYMNTS content — no additional logins required.

The most useful thing an executive learns all year may be that a familiar measure of success is pointing in the wrong direction.

Faster customer service can mask processes that create unnecessary work. More financial information can leave consumers less confident. More automation can move invoices along without bringing cash through the door. Across payments and financial services, 2026 has given leaders plenty of reasons to revisit assumptions that once seemed sound.

For this Q3 eBook, PYMNTS asked executives to describe one belief they held in January, the evidence that changed their minds and what they’re doing differently heading into Q4. Contributions from PayPal, Synchrony, Paysafe and eight other companies offer a candid look at how business decisions evolve when customers, technology and operating results challenge expectations.

Please add us to your preferred sources list so our news, data and interviews show up in your feed. Thanks!

Artificial intelligence runs through many of these accounts. The surprise is how often its progress has increased the value of knowledge companies already possess.

At PayPal, Shaun Khalfan described how security research challenged the assumption that access to the most powerful AI model determines results. Specialized context, testing and controls helped make models more effective. Bottomline’s Jeff Feuerstein found that customers evaluating AI still wanted partners who understood their payment operations, risks and obligations. Boost Payment Solutions’ Dean M. Leavitt discovered that AI, paired with technical talent and internal expertise, expanded what the company could build itself.

Source link