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Banks’ value-added propositions generate trust, loyalty from corporate treasurers

Blog: Capgemini CTO Blog

I have had a close-up view of the payments landscape for years, especially the corporate side. Throughout this time, and particularly in the aftermath of the pandemic, I’ve seen corporations grow more digitally astute, embrace emerging technology, and come to expect innovative value propositions from their bank partners.

The numbers are compelling. As part of our World Payments Report 2020 executive survey, 60% of treasurers said they expect their banking partners to provide enhanced treasury and corporate connectivity solutions, while 50% said they expect robust risk management services.

It goes without saying that if banks do not meet corporate expectations, clients will seek support elsewhere. Hence, banks must continuously monitor evolving customer demands to deliver relevant services. I believe that client trust and loyalty are vital for banks to gain/retain corporate business and keep competitors at bay. Trust and loyalty directly impact revenue and profitability. However, trust and loyalty are subject to change based on competitive value-added propositions from FinTechs, BigTechs, and challenger banks.

Non-traditional players are encroaching on the corporate client base

In retail payments, BigTechs have successfully leveraged the latest technological tools, keen ability to draw insights from customer data, a vast customer base, and positive brand recognition to gain trust. And now they are expanding into the B2B/wholesale payments space. Challenger banks are also capitalizing on retail payments success to capture corporate mindshare. New-age players’ technology acumen and cloud power are streamlining banking/payments processes to disrupt the B2B space.

Non-traditional players are meeting treasurers’ rising demands for new digital payments and technology innovations. Automation and other tech advancements are helping treasurers mitigate risk sparked by geopolitical uncertainty and escalating cyber and phishing attacks. Our survey respondents listed instant payments, API-based payments, B2B virtual cards, and mobile payments among their strategic treasury priorities.

Corporate treasurers want banks to offer innovative B2B payment methods

Source: World Payments Report 2020; Capgemini Financial Services Analysis, 2020

Digital mastery is critical for end-to-end customer engagement

Now more than ever, hyper-personalized value propositions, payments automation, and cybersecurity solutions are attractive to corporate clients.

Not surprisingly, future-focused banks have prioritized technology transformation, as 68% say that the loss of existing clients and prospects is the most significant threat to their plan.

As new-age competitors progressively chip at the bedrock supporting traditional banks, incumbents are compelled to revamp their value propositions and offerings. Firms that deliver innovation and personalized service are perceived to be engaged, customer-centric corporate partners.

How are incumbents earning loyalty from corporate treasurers?

Many are:

An ecosystem-based open API model fosters end-to-end customer engagement, enables data monetization through advanced data analytics, and helps banks partner with technologically-advanced non-traditional players to provide superior value-added propositions.

You will find more details about how banks can meet and exceed corporate treasurers’ changing expectations in the World Payments Report 2020. Published in October, the report maps out how ecosystem-based models can be payments industry game-changers. It also offers insights on global and regional non-cash payments and the latest key regulatory and industry initiatives (KRIIs).

Download a free copy at, and connect with me on social media.

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