Author: Payment201
In this episode of the Innovators Playground podcast launched by the National Payments Corporation of India (NPCI), we welcome our first global guest — PayPal President and CEO Alex Chriss. He engages in an extensive and in-depth conversation with NPCI Managing Director and CEO Dilip Asbe, covering topics such as the future of global commerce, AI-driven consumer experiences, the construction of scalable trust systems, and the next phase of cross-border payments.
This episode focuses on the following topics:
Building a Borderless Economy — How PayPal drives over $2 trillion in funds annually across more than 200 markets, finding a balance between trust, security, and regulation.
NPCI International × PayPal Collaboration — How this partnership, by integrating UPI into PayPal World, reduces global payment friction, enhances accessibility, and opens new cross-border channels for global consumers and small businesses.
The Rise of Agentic Commerce — How AI-driven shopping experiences, personalized consumer journeys, Remote MCP servers, and verifiable product catalogs are reshaping the future of buying and selling.
Stablecoins — How the evolving regulatory framework for digital currencies will make cross-border payments faster, cheaper, and more transparent.
Operating at a Global Scale — How to balance innovation and stability while effectively addressing challenges related to fraud, user protection, and instant fund flow while serving over 40 million merchants.
Host:
Welcome to Innovators Playground. In this podcast, we engage with some outstanding thinkers about how they plan to shape the world. Today, we welcome the first global guest of the show:
I am pleased to welcome PayPal President and CEO Alex Chriss. He has over 20 years of experience in fintech, payment technology, and strategy, with unique insights into how innovation can truly serve consumers. I believe this episode will excite everyone.
Alex, welcome again, and thank you for joining our show. You operate one of the largest payment technology companies in the world, with both U.S. and global operations. How do you manage such a large organization simultaneously? What are the core first principles you adhere to when managing such a complex company?
Part One: How to Operate a Payment Giant Covering 200 Countries
Alex Chriss:
First, I am very honored to be here, thank you for the invitation. You are right — we serve nearly 500 million users, including small businesses, large enterprises, and consumers. In the next year or two, we will process nearly $2 trillion in payments globally, covering over 200 markets.
But the real key always comes back to the basics: What do customers need? We adhere to what we call "working customer-back," whether customers are making peer-to-peer payments, shopping online/offline, or merchants are collecting payments and managing cash flow.
All of these are very critical behaviors. So we always distill the question down to:
Can we solve the core issues of our customers very well?
The Global Significance of PayPal × UPI Collaboration
Dilip Asbe (NPCI CEO):
Now that PayPal has established a partnership with NPCI International, you have a massive global business — how do you think this collaboration will help PayPal? How do you see it developing?
Alex Chriss:
We see a vision: a truly borderless world of commerce.
When we communicate with consumers, we find that:
Consumers travel around the world
They don’t want to think about “What currency do I have? What payment method should I use? Which wallet can I use?”
They just want to live freely
Similarly, when we communicate with small businesses, they are constantly striving to expand their customer base.
If we can connect the world’s largest payment ecosystem, allowing consumers and merchants to experience a very smooth, frictionless payment flow, that would be an incredibly exciting world. While technology and innovation are advancing so rapidly, I am still surprised by the significant friction that exists in cross-border payments. I believe the collaboration with NPCI International is a starting point that can truly make the world smoother and simpler.
Part Two: Why Cross-Border Payments Need to Be Rewritten
Dilip Asbe:
You are right; there is still significant friction in cross-border payments. Even though we have global card organizations and wire transfer networks, I still feel there is a vast room for improvement in the user experience of cross-border payments.
What trends do you see happening in cross-border payments? What directions is PayPal focusing on? What efforts have you made in "reshaping the cross-border payment experience"?
Alex: A Complete Reconstruction of Cross-Border Payments is Happening
Alex Chriss:
I see several key trends:
Trend 1: Increased Global Mobility
People are traveling more frequently than ever before.
It is also more common for people to migrate to new countries to live.
Trend 2: Exploding Demand for Global Remittances
Remittances are becoming a huge demand.
People want to live in different parts of the world but still send money to their families at a low cost.
They shouldn’t have to pay such high "taxes" due to cross-border fees. We want to create a world where people can send money across borders quickly and at low cost.
Trend 3: Small Merchants No Longer Want to Just Do Local Business
In the past, your customers were just your local community. Now, we want a small merchant to be able to sell to the whole world.
Alex (summary):
We are seeing a more globalized business ecosystem.
Part Three: What is the DNA of PayPal?
Dilip Asbe:
You have such a large user base. What is the DNA of PayPal? What culture supports your global operations?
Alex Chriss:
Core PayPal DNA: Trust + Safety + Compliance + Innovation
First, it goes back to the customer. When you serve hundreds of countries globally, you must do a few basic things:
Trust
Safety
Security
When people are asked, "What makes them most anxious?"
Besides family, it’s "money." Even if I send you $20, that $20 is real money for some people. If customers experience fraud on our platform, we lose their trust. Therefore, we handle money with extreme caution, which is the foundation of our DNA.
But safety alone is not enough; we must also innovate. We live in a rapidly changing world. We must continue to innovate on top of safety to keep users excited about the future. Our challenge is to find a balance between stability and innovation.
Part Four: Who is PayPal Competing With?
Dilip Asbe:
With PayPal doing so much globally, who are you actually competing with? How do you view the competitive landscape?
Alex Chriss:
Sometimes I feel like we are competing with everyone. But to me, that means — we are standing at the core of the most important areas of the future, those critical issues. As long as there is competition, it means there is value in that space. If I were in a space without competition, it would mean what I am doing is not important enough.
PayPal is competing on multiple fronts:
Payment processing
Peer-to-peer payments
E-commerce checkout
Now also includes Agentic Commerce (AI-driven commerce)
And each market has local players.
So the strategy is:
We don’t aim to be "first" in everything,
We focus on the most differentiated things where we can leverage our scale.
Part Five: The "Innovator's Dilemma" Facing PayPal
Dilip Asbe:
PayPal is a giant; how do you maintain innovation?
Alex Chriss:
We are always "constructively dissatisfied"
In this competitive environment, you cannot be complacent. I often think about:
Are we fast enough?
Are we innovating in the directions that are truly needed for the future?
Should we proactively "disrupt ourselves"?
PayPal is a massive company, generating over $30 billion in revenue each year. But we must constantly ask ourselves:
Should we proactively disrupt our old products,
to create new products that better meet future needs?
The innovator's dilemma is real. It is very challenging to achieve both "bold innovation" and "ensure system stability."
Part Six: The Significance of NPCI × PayPal Collaboration
Dilip Asbe:
India hopes to play a leading role in global technological innovation. What does PayPal see in this collaboration? How do you view NPCI's influence?
Alex Chriss:
I believe you are "showing what the future of the world should look like." The UPI model has proven what miracles can happen when a country connects everyone to a unified payment infrastructure. You are not just competitors but leaders of the world. PayPal World is also greatly inspired by UPI in its vision of global connectivity.
Part Seven: AI × Agentic Commerce — The Future of Business Forms
Dilip Asbe:
You mentioned Agentic Commerce. What is PayPal doing now? How are you integrating AI into the payment experience?
Alex Chriss:
1. Business Development Path: From Offline → E-commerce → Mobile → AI Agent
30–40 years ago, you had to walk into a store and pay with cash. Then came e-commerce, allowing you to shop online. Now I look at my own children — they are already accustomed to shopping by conversing with AI on their phones. If we still think that AI shopping won't happen in the next 2-5 years, that is naive.
2. Vision of Agentic Commerce
In the future, you will converse with one or more LLMs:
The LLM will know who you are
It knows you are attending a wedding
It knows the location and the weather
It will recommend clothes, flights, and accommodations
It can help you buy gifts
It knows your preferred payment methods
It knows your shopping history
It helps you place orders
And handles returns
This will be a "beautiful future."
3. To Achieve This, Several Infrastructure Challenges Must Be Addressed:
① LLM Needs Secure Access to Your Information
Identity, security, and privacy are the top priorities.
② LLM Must Know the Merchant's Product Catalog
It must be structured and machine-readable.
③ LLM Must Be Able to Verify Merchant Identity
Otherwise, fraud will surge.
④ A "Verifiable Bi-Directional Trust System" Must Be Established
Users must be verified
Merchants must be verified
⑤ Payment Methods Must Be Integrated
For example:
Credit cards
BNPL
Stablecoins
Bank accounts
These must become "components" that LLMs can call upon.
4. This is Why PayPal is Developing: Remote MCP Server
PayPal is the first to launch the Remote MCP (Merchant Catalog Platform) server, allowing LLMs to:
Read product catalogs
Call payment methods
Make price comparisons
Complete the ordering process
And has already launched AI Shopping in collaboration with Perplexity.
5. PayPal Aims to Address the Issue of "Small Merchants Being Left Behind in the AI Era"
Alex emphasizes: Large merchants will quickly adapt to AI. But what about the 40 million PayPal merchants worldwide? They lack: data teams, AI teams, engineering teams, and marketing resources. PayPal must ensure they are not marginalized. In the AI era, traditional websites may disappear, replaced by:
"Merchant catalogs readable by LLMs"
PayPal believes it has a responsibility to ensure small merchants can also be discovered by LLMs.
Part Eight: Fraud Prevention and Trust Building
Dilip Asbe:
Does the trust issue in payments cause anxiety for CEOs? For example, fraud, privacy, customer service, misjudgments, etc.?
Alex Chriss:
I worry about it every day. We have: engineers, data scientists, risk control teams, and customer service teams, all working daily to ensure the safety of customers and merchants. Sometimes, we must introduce "friction" — even though I prefer to create frictionless experiences. For example:
Identity verification (KYC)
Risk control algorithms intercepting abnormal transactions
Checking fund flow patterns
I receive complaints daily from customers saying, "PayPal has frozen my money."
I personally respond to them:
"Our goal is to protect you.
I would rather make you wait an extra day than let a fraudster take your money."
As instant payments become more prevalent, risks will also rise rapidly. We must find the right balance.
Part Nine: How Will the Opening of Stablecoins in the U.S. Affect Payments?
Dilip Asbe:
The U.S. has now begun to open up the regulatory framework for stablecoins. What do you think about its impact on the payment industry?
Alex Chriss:
I strongly support the development of stablecoins. Of course, they are not a panacea. Not all problems can be solved with stablecoins. For example, domestic payments in the U.S. are already good — so stablecoins won't break through here. The real breakthrough point is: cross-border payments: slow, expensive, and opaque; stablecoins are very suitable for solving these issues.
PayPal's Stablecoin: PYUSD
PayPal has launched a stablecoin: PYUSD, which is secure, has a regulatory framework, has existed for over a year, and we are now starting to enable: B2B cross-border and C2M cross-border transactions using PYUSD. Cross-border costs can be reduced by 90%. The speed is close to real-time. This is a huge win for customers.
Stablecoins won't change the world overnight, but they are an important experimental direction. As an industry leader, we must embrace innovation.
Part Ten: Inefficiencies and Pain Points of Traditional Agency Systems
Dilip Asbe:
In India's international project (NIPL), we can reduce cross-border costs to very low levels. But today, 50% of cross-border costs come from FX + agency system friction. If both parties are on the same chain — real-time and low-cost can be achieved. What do you think?
Alex Chriss:
You are absolutely right. The agency system is very complex, and many stakeholders in the industry profit from that complexity. But as industry leaders, we should:
"Put customer needs before profits."
If technology can reduce complexity, lower costs, and improve experiences — even if our short-term profits decrease, in the long run, we will serve more customers and achieve greater global scale.
Part Eleven: Alex's Career Journey (Entrepreneurship → Intuit → PayPal)
Dilip:
You worked at Intuit for twenty years. How did that experience impact you?
Alex Chriss:
Before joining Intuit, I was an entrepreneur and ran two startups. At that time, I deeply understood:
How difficult it is to run a small business
Managing cash flow
The pressure of payroll
The stress of operations
After joining Intuit, I had the opportunity to help small businesses around the world solve these problems.
Intuit has two main businesses:
U.S. tax preparation services
QuickBooks (global financial system for small businesses)
I worked in the small business division for nearly 20 years. Small businesses:
Are the lifeblood of the economy
Create jobs
Build community culture
Are the most creative producers in the world
The reason I joined PayPal is the same: there are 40 million merchants here, and I can help them grow their businesses globally.
Part Twelve: How Technology is Changing Business
Dilip:
What role has technology played in your career?
Alex Chriss:
I am essentially a tech person. Technology has brought: more opportunities, more jobs, and more income models, such as: food delivery, ride-hailing, freelance platforms, online design, remote coding platforms, creating millions of new job opportunities.
AI will be the same. As long as we use technology in the right way, it will continue to expand employment and business opportunities.
Part Thirteen: Priorities for the Next 2-3 Years
Dilip:
If you had to choose the focus for the next two or three years, what would it be?
Alex Chriss:
The topics we discussed today: cryptocurrency, Agentic Commerce, global interconnected payment networks, are all very important. But the most critical things are:
Stay agile
Stay customer-centric
Maintain speed
Actively embrace the future
Continuously adjust direction based on new circumstances
The future does not have a clear roadmap. We must remain flexible. Every day I am learning new things and facing new challenges. This is a very dynamic, exciting, and meaningful time.
Part Fourteen: Future Collaboration Between NPCI and PayPal
Dilip:
I often tell the team: "If we make a little progress every day, we can win the world. Don't waste a day." Now that NPCI, NIPL, and PayPal have collaborated, I believe we can do more. This is just the beginning.
Alex Chriss:
I believe this is a groundbreaking collaboration. And as you said, this is just the beginning. Our global customers will lead us forward, and they will present needs we can't even imagine today. I believe global commerce will truly be interconnected, and PayPal and NPCI are the platforms that can realize this vision.
Part Fifteen: Alex's Advice to Entrepreneurs
Dilip:
What advice do you have for young people who want to start a business now?
Alex Chriss:
Now is the most exciting time for entrepreneurship. My advice:
Fall in love with the customer's problems, not your solutions.
You must maintain a "paranoid commitment" to this problem. Keep working hard and iterating. That way, you have a chance to succeed.
Part Sixteen: Alex's Personal Life (Cooking, Family)
Dilip:
What do you enjoy doing when you are not working?
Alex Chriss:
I have three sons, each at different stages of life. Two are in college, and one just started high school. I spend as much time with them as possible. I also enjoy cooking. For me, cooking is a way to relax. In the high-pressure role of CEO, preparing a delicious meal allows me to unwind. I also occasionally exercise. Life is simple.
Dilip:
If you had to choose: attending a social dinner or cooking for yourself?
Alex Chriss:
Definitely cooking for myself. Social dinners can be attended, but they are exhausting. It’s tough to go socialize after a busy day. I would rather cook.
Part Seventeen: Recommended Books and Shows
Dilip:
Do you have a book or a show you would recommend?
Alex Chriss:
I recommend "The Innovator's Dilemma."
Additionally, I recommend a Netflix show — "Chef’s Table." Each episode tells the story of a kitchen and a world-class chef, showcasing their extreme pursuit of "customer experience." If you want to understand the true meaning of "customer obsession," this show is definitely worth watching. If you can apply this extreme pursuit of customer experience to technological innovation —
that would be incredibly inspiring.
Conclusion
Dilip:
Great insights. Thank you, Alex. And thanks to PayPal for the collaboration. We will continue to advance global interconnected payments.
Alex Chriss:
Thank you, and I also look forward to future collaborations.
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