Dmitri Muntean
Customer experience voice
14 stories · newest first · 10 in 2026 · 2 in the last 90 days
As Contact Center AI Grows, Payment Data Needs Boundaries
AI is changing contact center operations, from summaries and analytics to bots and agent assist, but payment data needs firm boundaries before it reaches those workflows. De-scoping PCI data early is the simplest way to keep compliance firmly under control
Nicole Willing · 6 min read · 30 Sept 2026
Five Signs Your Payment Journey Is Losing Customers
Contact centers invest heavily in guiding customers to a buying decision, then leave them alone at the payment step. SequenceShift's Dmitri Muntean and Dan Bloy explain the warning signs that disconnected payment journeys are causing abandonment and lost revenue, and how to fix them
Nicole Willing · 7 min read · 22 Sept 2026
What a Stripe-PayPal Merger Would Mean for the Checkout Experience
Stripe has reportedly made a $53 billion offer for PayPal. We look at what the proposed deal would mean for the future of checkout.
Rhys Fisher · 5 min read · 21 Jul 2026
Agentic Payments Are Here. SequenceShift’s Paytext Keeps the Conversation Human and the Payment Compliant
Contact centers are actively deploying artificial intelligence in routing, summarization, agent assist and real-time transcription, but one step in the custo...
Nicole Willing · 6 min read · 7 Jul 2026
Insurance CX Is Losing Customers at the Worst Possible Moment: Payment
In insurance, there’s a moment where everything is on the line, the point of sale where the agent needs to take payment to secure cover and bind the policy. ...
Nicole Willing · 5 min read · 28 Apr 2026
The “Day 2” Migration Problem: Why Legacy Compliance Fails on Amazon Connect
Cloud migrations rarely fail on ambition. Most enterprises begin their shift to Amazon Connect with a clear architectural plan. But projects tend to break do...
Nicole Willing · 6 min read · 20 Apr 2026
No Plug-Ins, No Hassle: Payments Go Native in Zendesk
In the contact center world, integration isn’t just another box to tick; it’s becoming a competitive edge. As companies chase faster, frictionless experience...
Rhys Fisher · 3 min read · 2 Mar 2026
Secure Payments, Seamless Journeys for Travel and Hospitality Contact Centers
Travel and hospitality brands live and die by the booking moment. Whether a customer is reserving a room, upgrading a flight, or adding an in-resort excursio...
Nicole Willing · 7 min read · 26 Feb 2026
AWS Expands PCI DSS Compliance to New Services and Regions
AWS’s Fall 2025 PCI DSS compliance package adds new services to help customers maintain secure, automated, and auditable payment workflows.
Francesca Roche · 5 min read · 15 Jan 2026
Building a Compliant Phone-Payment Flow in Amazon Connect with SequenceShift
If you’ve ever tried to bolt a secure payment flow onto a contact center, you already know the pain of long vendor onboarding cycles, heavy compliance requir...
Nicole Willing · 6 min read · 5 Jan 2026
Deeper Integrations, Smarter Service: How SequenceShift Bridges Salesforce & Amazon Connect
In today’s fast-moving CX world, contact center leaders are under constant pressure to untangle a mess of tools and platforms and get them working smoothly t...
Rhys Fisher · 3 min read · 8 Dec 2025
The SequenceShift Experience: A Smarter Way to Deploy CX
CX has become a defining factor in business success, yet implementing effective CX solutions remains slow, expensive, and complex for many organizations. Tra...
Rhys Fisher · 4 min read · 2 Jun 2025
How Secure is Your Payment Handling System? Data Protection Lessons from SequenceShift
The influx of digital innovations within the customer service and experience space in recent times has led to a significant increase in the amount of data be...
Rhys Fisher · 4 min read · 3 Mar 2025
Meet SequenceShift, the Unsung Hero Helping Amazon Connect Users Protect Their Customer Data
If you’re an Amazon Connect customer that takes phone payments, SequenceShift could save you time, money, and effort. In fact, if you’re using Salesforce’s S...
Rhys Fisher · 4 min read · 9 Dec 2024