Banks face client exodus as non-banks gain global ground: Capgemini
PARIS, FRANCE — Corporate and investment banks (CIBs) are losing ground to non-bank financial institutions as clients seek faster, more transparent, and responsive services, according to a company press release.
The Capgemini Research Institute’s World Corporate and Investment Banking Report 2026 found that 85% of corporate clients plan to engage with non-bank institutions in the next year, signaling a major shift in global banking dynamics.
Client expectations outpace bank capabilities
Corporate clients now demand real-time responsiveness, personalized engagement, and innovative solutions, yet most banks are struggling to meet these needs.
“Less than one-in-four (23%) find CIBs currently meet those needs,” the report said.
Clients also flag major pain points, including limited integration with enterprise resource planning (ERP) and treasury systems (92%), lack of personalization and flexibility (89%), and insufficient advanced analytics and forecasting capabilities (68%).
Adding to the pressure, banks’ innovation programs are failing to deliver tangible results. A vast majority of executives (82%) reported that new initiatives are not generating improved revenue, while 51% said expected cost savings were not realized. Only 29% of IT budgets are allocated to transformative technologies, with 43% tied up maintaining legacy systems, and 61% of executives cite high compliance costs as an additional constraint.
Strategic shifts and AI challenges
Despite structural headwinds, banks are broadening their offerings to stay competitive. CIB executives are prioritizing real-time treasury capabilities for cross-border payments (77%) and next-generation AI-driven market products, such as algorithmic trading and hedging (65%).
More than half are exploring tokenized products (51%) to unlock new fee streams through digital custody and token issuance.
“Non-banks are closing the competitive gap with established corporate and investment banks. Client demands have shifted dramatically, and while CIBs have invested heavily in AI, many are struggling to move beyond the pilot stage,” said Catherine Chedru-Refeuil, Global Head of Corporate and Investment Banking at Capgemini.
“A key reason is governance – only 26% of banks operate with centralized AI oversight, making teams hesitant to automate crucial business processes,” she added.
The report also notes cultural and talent challenges. Conservative corporate cultures (39%) slow experimentation with new technologies, while only 23% of banks invest in internal reskilling, forcing 40% to hire external AI talent.
Transparency remains a critical concern, with 89% of clients questioning the reliability of AI-generated outputs.
For the outsourcing industry, these shifts highlight the growing opportunity for external partners to support banks in technology adoption, process automation, and talent upskilling.
As banks seek to modernize operations and meet client expectations, outsourcing services that enhance speed, innovation, and compliance will likely become central to future competitiveness.
