“What we do is an actual conversation, helping cardholders cancel a subscription simply, and helping merchants retain those customers. Because if a person has a bad experience and has to put a payment stop, they’re not going to think well upon the subscription that they had and may not come back.” — Navpreet Randhawa, CEO of Minna Technologies
In the latest episode of “What’s Next In,” Mastercard’s podcast that informally explores technology, innovation and ideas, host Vicki Hyman chats with Randhawa and Melanie Fuller, Mastercard’s senior vice president of product for experience and disputes, about the growth of the subscription economy, the pains that have come along with it, and how to fix them.
Subscription economy revenue will reach nearly $1 trillion by 2028, up from $593 billion in 2024, and the business model is finding favor in unexpected sectors, such as travel. But the experience of managing subscriptions, including modifying, extending or canceling them, is often less than ideal — and we sometimes don’t realize how many subscriptions we’ve even signed up for, which is part of the reason a growing number of card disputes are related to subscriptions.
Research by Mastercard prior to the acquisition found that more than half of those surveyed said they would switch banks for better subscription management capabilities. “I’ve been doing digital banking for quite a long time,” Fuller says. “That is a stunning, stunning fact, because banks constantly trying to woo, win and retain customers, and there’s very few things that will make customers switch at that scale.”
That’s why Mastercard in October acquired Minna Technologies, the global market leader for subscription management. Embedded in banking and fintech apps, the software gives consumers access to all their subscriptions in a single view, creating more transparency for consumers and strengthening their relationships with merchants.
To hear more from Randhawa and Fuller, stream “What’s Next In” in the player above and subscribe on Apple Podcasts or your favorite streaming platform.
