Can banks emit customer exit?
The new global payment report 2026, published by the Capgemini Institute for Research, provides an insight into banks that are preparing SIBOS for this year. It reveals a looming crisis on the horizon for traditional banks, with 40 % of small and medium -sized commercial companies plans to convert their payment services to crises with crises during the next 12 months.
According to what was reported, the merchants lose about 2 % of their total revenue for fraud and continue until nine hours of stopping annually due to reliable systems. These frustrations feed this step towards Paytechs, which saves faster-often less than 60 minutes compared to an average of seven days for banks-and the most advanced technological solutions. Paytechs also leads the innovation race, as it adopts 60 % of artificial intelligence in their operations, which greatly exceeds 41 % of banks.
Although 66 % of traders still prefer traditional service providers over their broader financial needs, banks have led to the failure of merchant services, indicating the margin pressure and high operating costs. This is a vacuum that was easily filled. While 70 % of merchants give priority to high payment rates and reliable infrastructure, only 19 % of banks are confident of their ability to provide these basic services.
“With 40 % of traders in this step, the message is clear: banks are risked out of the merchant’s ecosystem,” warns Jeroen Hölscher, the global head of payment services at Capgemini. It emphasizes the banks ’need to eliminate friction, embrace artificial intelligence, and focus their strategies about the merchant to remain able to compete.
The report also notes a major global shift in payment methods, as immediate payments and digital portfolios are gaining traction, rising from 13 % in 2020 to 25 % in 2024. Asia and the Pacific Ocean leads this increase, while the card of card transactions is expected to decrease, even with the volume of non -cash transactions to 3.5 trillion by 2029.
Banks still have an opportunity to restore the lost land by taking advantage of the strong brand reputation, perceived stability, and broader financial products offers. Traders indicate a willingness to switch if banks can provide added added services and installed in the industry and suit the cost efficiency in Paytechs.
