In Episode 6 of Payments Cannot Fail, Otto Benz, Director of Customer Technology and Payments at Nationwide Building Society, joins Form3 CRO Mark Fieldhouse to discuss how banks can make payments simple, reliable and safe for customers. Otto explores Nationwide’s member-owned purpose, operational resilience, payment recovery, fraud prevention, Confirmation of Payee and the balance between speed and customer protection. He also discusses how AI can support fraud detection and banking operations, and why financial institutions must innovate without compromising trust or reliability.