From crisis to comeback: How Global Payments rebuilt user trust after a product launch gone wrong

What happens when your most loyal users stop believing in your product? In October 2024, Global Payments faced that reality. A major launch of our “NextGen” POS platform fell flat—hardware performance issues, user frustration, and feedback that hit hard: “You don’t listen.”

This session tells the honest story of how we turned that low point into a success story—transforming dealer frustration into applause within twelve months. Through a ground-up rebuild of our feedback ecosystem, powered by Pendo, we used data, empathy, and transparency to win back trust and deliver impact that mattered.

You'll learn how Global Payments:

• Used analytics to quantify the scope of the crisis and identify the biggest pain points
• Combined behavioral data with on-site user research to guide hardware validation and UI redesigns
• Segmented complex audiences (Dealers, Merchants, Staff, and Diners) to deliver targeted, empathetic communications
• Embedded feedback loops across devices (POS apps, Admin Portal, and Online Ordering) to measure and show real progress