The CapGemini World Payments Report 2026 makes for some interesting reading, as always. I found some of the comments around payments and merchants particularlt interesting. The report talks about the “service gaps” in key areas such as reliability and onboarding that explain why merchants are shifting to “PayTechs” for support. I talked to Kartik Ramakrishnan, CEO of the Financial Services SBU at Cap Gemini about this and he told me that with the right infrastructure and interfaces, with embedded workflows then banks can stay agile, scale and deliver seamless experiences across channels to meet the demands of merchants. And there is another X factor here that makes the acquring side of our industry so interesting right now.
xxx
Banks have a clear opportunity to reclaim their position in merchant servicing by leveraging five strategic building blocks:
Refocus with clarity and move nimbly.
Choose the right business models to compete effectively.
Build digital capabilities that support and secure business strategy.
Capitalize on the marketplace edge in trust, data, and liquidity.
Scale through best-in-class delivery of verticalized, value-added services.
From: CapGemini World Payments Report 2026
xxx
The global merchant acquiring industry has become structurally more attractive over the last decade, but what is particularly interesting to me is how AI is now changing it from a commodity business all about volumes and margins (as it was when I first got into retail payments) into a strategically important sector. Why? Well as Radi El Haj of RS2 (a global payments processor and technology provider that powers some of the world’s leading banks and payment facilitators) put it to me, “acquirers are sitting on mountains of data and AI might finally give them the ability to use it”. Indeed. In short, AI makes avquiring interesting again.
AI and machine learning have been deployed across a variety of functions on the acquiring side for some time in fraud prevention, chargeback reduction and so on but AI is transitioning from risk management to mission‑critical infrastructure rather than a side tool. AI-driven analytics turn transaction data into merchant insights that allow acquirers sell higher‑margin value-added services instead of competing only on basis points. AI is also used to support routing and orchestration to provide more sophisticated optimisation for merchants.
What is coming next, of course, is the era of agentic commerce and this means merchants will need acquiring infrastructure that can safely handle machine‑to‑machine transactions, tokenization and automated decisioning. As AI agents intermediate demand, some merchants will lose control of customer journeys and data, so they will rely more on acquirers and payment platforms for visibility, attribution, and optimization across fragmented channels.
Will acquiring be strategically interesting again?
AI makes acquiring strategically important, but only for players that evolve from processors to AI‑enabled platforms. The “boring” part (commodity transaction processing with thin margins) remains, but value is now concentrated in insights, orchestration and new agentic models being explored
Strategically, that means acquiring is once again a battleground for banks, big PSPs, and fintechs: they are buying AI capabilities, building orchestration layers, and repositioning as commerce or “operating system” platforms rather than utilities. For incumbents still focused on scale processing without AI or software depth, acquiring will stay low‑margin and non‑strategic; for those that lean into AI‑driven services and agentic commerce, it is becoming one of the most attractive parts of payments again.