Banks are losing their monopoly in the payments market. Players like Google and PayPal are expanding their role in the payments value chain and international payments traffic is increasingly becoming standardized and regulated. As a result, it is becoming harder for banks to distinguish themselves for customers. Capgemini payments expert Paul Koetsier identifies four important innovation hotspots that allow banks to make a difference, based on findings from the World Payments Report 2013 by Capgemini and RBS.
Enabling personalized customer engagement in an omni-channel world