Fragmented forecourt podcast: From petrol stations to mobility hubs

Retail forecourts have evolved far beyond fuel, but the technology behind them has not kept pace. In this episode, Matt Oldham from Attenda joins Ghermaine Henry from Aevi to unpack why forecourts are so fragmented, from complex ownership models and legacy POS systems to EV infrastructure, unattended payments, and disconnected data.

They explore how operators can simplify payments across multiple points of sale, why customer experience matters more than the payment itself, and how forecourts are becoming destination retail and mobility hubs rather than places to simply refuel. The conversation also looks ahead at what the future holds for payments, data, and customer recognition, and what operators need to prioritize now to avoid being left behind.

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How complexity builds up in forecourts

Fuel and convenience sites have evolved over decades with layers of ownership, licensing models, and legacy infrastructure. Every new concession, POS system, or EV charger adds complexity, creating a patchwork environment where operational friction is inevitable and a seamless guest experience is hard to achieve.

How decisions create a hidden friction

Operators often focus on short-term gains, selecting technology or concessions without considering integration, dwell time, or long-term customer experience. Decisions are rarely informed by the full site ecosystem, meaning new initiatives can create more friction than value.

Customer experience often overlooked

Payments and services are invisible when they work, but brand-damaging when they fail. Fragmented systems, multiple card types, and inconsistent payment flows confuse customers and erode trust, yet operators rarely prioritize how each touchpoint affects the end-to-end journey.

Standardization isn’t optional

With EVs, convenience retail, and unattended services changing dwell times and expectations, sites must unify payments, POS, and operational processes. A consistent and transparent system reduces back-office complexity, lowers costs, and improves the experience; making standardization a critical strategic move.

Data is the missing link

Operators struggle to understand who their customers are because data ownership is split between fuel brands, loyalty programs, and third-party services. Using payments and transaction data to inform decisions can unlock insights, personalize offers, and improve revenue, but only if systems are connected and clean.

The real risk of ignoring fragmentation

Sites that fail to simplify and standardize payments and services risk frustrating customers, missing revenue opportunities, and falling behind as mobility and convenience hubs emerge. Fragmentation isn’t just an operational headache, it’s a strategic threat.

Key takeaways

• Forecourt fragmentation is structural, not operator failure
• Short-term, siloed decisions compound operational complexity
• Payments are invisible until they fail, but failures erode trust
• Standardization of payments and services is critical for efficiency and experience
• Data-driven insights unlock customer understanding and revenue potential
• The future is mobility hubs; operators must simplify to compete

This episode explains why forecourts are complex by design, why operational friction persists, and how simplifying payments, unifying systems, and using data can prepare operators for the mobility-focused future. Over the coming episodes, the team will explore practical strategies to standardize, reduce friction, and modernize without disruption.

press@aevi.com