We Want to Help Retailers Keep Pace with What Customers Want, No Matter How Fast Things Change: Mustafa Khanwala, CEO of MishiPay

Mustafa Khanwala’s experience in retail technology runs deep. He saw early on how checkout lines and complicated payment processes were frustrating both customers and retailers. That frustration was the catalyst behind MishiPay, a company built to rethink the retail checkout from the ground up with a simple premise — let shoppers scan and pay on their own, quickly and securely.

Mustafa, who is both founder and CEO of the UK-based firm, speaks frankly about why MishiPay’s approach matters. Sitting in the company’s office in London, he says, “Retail has been held back by outdated processes. Customers want speed and control, but too often the technology hasn’t caught up.”

A Clear Focus on Checkout

The idea for MishiPay emerged from observing retail’s slow adoption of technology that truly enhances the customer experience. Mustafa recalls how long queues and cumbersome payment points repeatedly turned shoppers away. “We wanted to cut through that,” he explains. “Our goal was to create a solution that is easy to use for everyone — shoppers and retailers alike.”

Unlike some systems that pile on features customers rarely use, MishiPay stays lean and focused. Mustafa describes their service as a tool that fits naturally into existing stores without overhauling their operations. “The challenge was to make the technology invisible, so people don’t have to think about it,” he adds.

Bridging the Gap Between Retailers and Shoppers

MishiPay connects shoppers directly with products through their own smartphones. Customers scan items as they shop, pay instantly through the app, and leave without waiting in line. Retailers benefit from faster turnover, reduced staffing pressure, and fewer lost sales.

Mustafa emphasizes that this is not about removing human contact but improving efficiency. “Staff are freed to focus on service rather than standing behind tills,” he notes. “The technology supports teams rather than replacing them.”

Building Trust Through Transparency

Introducing new technology to retail environments is never without challenges. Mustafa shares that early skepticism from retailers required clear communication and consistent results. “We didn’t just drop a product on the market,” he says. “We worked closely with stores to understand their needs and prove our solution would work in practice.”

This hands-on approach has helped MishiPay grow steadily. Today, they work with major retailers across the UK and beyond, adapting their service to different store formats and customer expectations. “Trust is earned one transaction at a time,” Mustafa points out.

Responding to a Changing Retail Landscape

The pandemic accelerated demand for contactless payment and self-service options. Mustafa sees this as confirmation that MishiPay’s timing was right. “We were already focused on safe, hygienic shopping experiences,” he explains. “Now customers expect that standard everywhere.”

Looking forward, Mustafa is cautious but optimistic. He plans to refine MishiPay’s service, focusing on usability and expanding integration with retail systems rather than chasing every new tech trend. “Innovation isn’t about complexity,” he insists. “It’s about solving real problems simply and reliably.”

Balancing Technology with Human Touch

Mustafa returns to a recurring theme — technology should enhance, not complicate. He believes that retail’s future depends on solutions that respect how people shop and work. “We’re not interested in flashy features,” he says. “We want to build something that lasts, that truly helps stores and customers.”

When asked about his own leadership approach, Mustafa reflects on the importance of listening. “Every team member and every retailer we work with brings valuable insight,” he says. “Our job is to harness that and keep the focus on practical results.”

A Steady Course Ahead

MishiPay’s growth story is one of measured progress, grounded in solving everyday challenges. Mustafa’s vision remains clear — simplify checkout and give shoppers control without creating new headaches for stores.

As retail continues to evolve, Mustafa sees opportunities in expanding MishiPay’s reach and deepening its partnerships. “Our platform is built to adapt,” he notes. “We want to help retailers keep pace with what customers want, no matter how fast things change.”

He sums up MishiPay’s mission plainly: “We’re not here to add noise. We’re here to make shopping smoother, smarter, and more satisfying.”

We want to give shoppers control without complicating their journey. Technology should make things easier, not harder.