Meeting Customer Expectations in a Digital-first World

The way people buy and sell is changing fast and that’s having a big impact on local merchants across Canada and beyond. Developments in ecommerce, mobile commerce, and the growing role of artificial intelligence, along with new regulations and changing consumer preferences, are presenting both challenges and opportunities for businesses. To remain competitive and unlock new growth opportunities, businesses need to collaborate with commerce partners who understand the local landscape and help them adapt quickly. In this article, we’ll explore how businesses can navigate emerging trends and position themselves for long-term success. 

Ecommerce and mobile commerce: essential for growth

Online and mobile commerce are no longer optional—they’re foundational. Today’s consumers expect businesses to be accessible across digital channels. A physical storefront alone isn’t enough. Customers want seamless experiences whether they’re shopping in-store, browsing online or paying via mobile.

For small businesses, this means investing in a strong digital presence and ensuring that payment experiences are smooth, secure and consistent across every touchpoint.

The expanding role of AI in payments

Artificial intelligence (AI) is rapidly transforming the payments landscape, moving beyond back-end automation to become a strategic driver of innovation, security and customer experience.

At Moneris, AI is already being used to accelerate merchant onboarding, assess fraud risk and streamline operations. With the inevitable introduction of Real-Time Rail (RTR) to Canada, AI’s ability to detect fraud in real time will become indispensable. Sophisticated models now analyze transaction patterns, destinations and historical data to identify anomalies and optimize payment routing.

Generative AI is also unlocking new efficiencies. It automates repetitive tasks like invoice processing and payment reconciliation, freeing up resources for strategic initiatives. This is especially valuable for small businesses, where operational agility can be a competitive advantage.

Beyond security and efficiency, AI is reshaping customer engagement. Predictive algorithms and AI-powered assistants are now enabling real-time support and hyper-personalized product recommendations. These tools will help businesses deliver tailored experiences that build loyalty and drive conversion.

Internally, Moneris is advancing a risk-based AI governance framework to ensure responsible deployment. This includes oversight protocols, lifecycle management and alignment with evolving regulatory standards. A mature AI strategy can enhance public trust and support broader economic growth.

Industry-wide, AI adoption is accelerating—but challenges remain. A recent NYPAY survey found that while 46 per cent of payment professionals expect AI to significantly impact the sector by 2027, many businesses are still unprepared to integrate these technologies due to compliance, talent gaps and cultural resistance.

Despite these hurdles, the momentum is clear. AI is no longer a future consideration—it’s a present-day imperative. For small businesses, embracing AI means gaining access to smarter fraud prevention, more efficient operations and customer experiences that stand out in a crowded market.

Simplifying operations with integrated commerce solutions

Many small businesses struggle with fragmented systems that don’t talk to each other. What’s needed is a unified solution that brings together website management, inventory, payments, customer data and insights—all in one place.