Case Study: Spotify achieves higher conversions and reduced churn with Adyen

Spotify - Customer Case Study

Spotify’s payments team, led by Andy Wiggan, needed to scale payments for a fast-growing subscription business while keeping customer experience front and center. Challenges included optimizing checkout and conversion, reducing fraud and involuntary churn on recurring payments, meeting PCI requirements, and supporting local payment preferences in new markets such as Indonesia and Mexico.

The solution was to embed payments in the business and partner with Adyen to streamline the checkout (from two pages to one), outsource PCI scope, use Adyen RevenueProtect for fraud mitigation, apply retry logic for failed recurring charges, and enable local acquiring and payment methods. The result was higher authorization and checkout conversion rates, reduced involuntary churn, successful market launches, and support for Spotify’s growth to 50+ million paying subscribers across some 60 countries.

Spotify

Andy Wiggan

Head of Payments and Conversion