Square Unboxed: Customer Experience and Empowering Entrepreneurs

Square Unboxed was an inspiring day of sessions with Square’s team and partners on October 17, 2019 in San Francisco. In this post we will share key takeaways on the two main themes presented at Square Unboxed: customer experience and the importance of empowering entrepreneurs.

Customer Experience

The day began with Pankaj Bengani, Head of Global Partnerships, stating that the purpose of the event would be unboxing experiences created for sellers. He shared, “As our platform grew, it was important for us to create differentiated and unique experiences. The first step was omnichannel payments. We made a commitment to an omnichannel platform.” This shows Square’s devotion to the customer journey.

In a panel on the challenges of growing an ecosystem, Kelsey Garvey from Slack captured the importance of customer experience. She stated, “The user always needs to be in the center.”

In a talk on building efficiency for the on-demand economy, Ted Trisco from Postmates praised Square’s role in building an efficient customer experience. “The merchant cares about the signup experience as well as the fulfillment experience. Working with Square on a direct integration helped us empower that efficient experience for everybody.”

The role of customization in customer experience was also discussed. Joseph Lawton from Chowly said that in five years, it will be all about using data to customize the experience for consumers.

The importance of omnichannel in customer experience was further highlighted by Zhong Yuan Xu from Diverect. Zhong said that customers will be able to order food from any channel possible in the near future.

Newline shared branded self-checkout with the Square sales team at the event. The Square team was enthusiastic to see how their clients are scaling their franchises and chains with beautiful checkout experiences that enhance loyalty and customer experience.

Empowering Entrepreneurs

Activist and musician Common delivered an inspiring keynote on leadership. Common stated, “A leader cares. Not only for themselves, but they care for others.” It was fitting that Square asked Common to present this keynote. Square cares for businesses with its emphasis on empowering entrepreneurs with the freedom to wake up to do what they love every single day.

Common asked, “What is the purpose of your platform? How is it benefiting society? How is it changing lives?” It is always important to take the time to reflect on this.

Common also discussed the importance of diversity and highlighted that Square values inclusivity. As a business with female founders, Newline is proud to partner with an organization that supports diversity in technology.

In a fireside chat with Jack Dorsey, CEO of Square, Jack expressed a passion for making payments more globally accessible with bitcoins. This is in line with Square’s mission of making entrepreneurship possible for any potential business owner.