Insights

No two ISOs are exactly alike.

Some specialize in hospitality. Others focus on healthcare, professional services, property management, automotive, or software integrations. Some manage thousands of merchants across multiple countries, while others have built successful businesses by serving a single local market.

Despite these differences, many of the conversations we have with ISOs across North America are remarkably consistent.

The questions may vary, but the underlying themes often point to the same conclusion: the payments industry is changing, and successful partners are adapting just as quickly.

Here are some of the topics that continue to surface in conversations with new and existing partners.

Growth Is No Longer Just About Boarding More Merchants

For many years, success was measured by how many new merchant accounts an ISO could activate each month. Today, portfolio quality has become just as important as portfolio size.

Partners are increasingly focused on retention, recurring revenue, software relationships, and serving merchants whose businesses can grow over time.

The conversation has shifted from “How many deals did we board?” to “How healthy is the portfolio we’re building?”

Speed Still Matters But Predictability Matters Even More

Every partner appreciates fast approvals.

What many ISOs tell us, however, is that consistency has become even more valuable. Unexpected documentation requests, unclear underwriting requirements or inconsistent communication can create uncertainty for merchants and sales teams alike.

Partners want realistic timelines and confidence that complex opportunities will receive thoughtful reviews rather than generic responses.

Software Is Becoming Part of Every Conversation

Not every ISO considers itself a technology company. Even so, software discussions now arise in almost every strategic conversation.

Whether it’s POS systems, accounting platforms, ERP integrations, property management software, or embedded payment opportunities, technology increasingly influences how merchants select payment providers.

Many partners are exploring ways to deepen relationships with software companies, recognizing that integrated solutions often create stronger merchant retention and greater long-term value.

Specialized Knowledge Is Becoming a Competitive Advantage

General payment knowledge remains important, but many ISOs are differentiating themselves through industry expertise.

Partners focusing on very few verticals frequently tell us that this specialization helps them deliver more meaningful advice and build stronger client relationships.

Merchants increasingly expect their payment partner to understand how their business operates and not simply how payments are processed. That expectation continues to raise the value of industry experience.

Relationships Continue to Outperform Transactions

One observation has remained remarkably consistent regardless of market conditions.

Successful ISOs place significant value on responsive partnerships.

They want executive accessibility when complex issues arise and organizations willing to collaborate on long-term opportunities. Competitive pricing remains important, but it is rarely the first topic discussed by established partners.

More often, conversations focus on trust and the ability to solve problems together.

Optimism Continues to Outweigh Uncertainty

Economic conditions or regulatory changes naturally create questions about the future. At the same time, many ISOs remain optimistic.

Businesses continue opening. Software companies continue investing. Digital commerce continues expanding. New industries continue adopting integrated payments.

The opportunities may look different than they did a decade ago, but they have not disappeared. They have evolved. The partners seeing the greatest success are often those willing to evolve alongside them.

If there is one common message emerging from conversations across North America, it is this: the role of the ISO is becoming more strategic.

At KORT Payments, these conversations help shape how we support our partners every day. Listening to the challenges and priorities of ISOs across North America allows us to build solutions that reflect the realities of today’s payments landscape and prepare for what comes next.