Most people think of payments as backend plumbing — complex, necessary, but far from strategic. In this talk, I’ll share how we flipped that narrative at MakeMyTrip (India's largest Online Travel company ) transforming our payments team from a feature delivery engine into a driver of revenue, cost efficiency, and customer trust.
What starts as a story about improving payment success rate becomes something much bigger: a shift in product mindset, a new way of aligning with the business, and a team that learned to think in GMV, NPS, and real outcomes, not just releases.
This session will give product leaders practical tools to:
- Tie user needs to business outcomes
- Navigate metrics that matter to execs
- Redesign team rituals to center impact over activity
And yes, there’s a twist. We didn’t just fix payments. We built a product culture that could speak the language of the business , and that changed everything.
