{"id":46242,"date":"2026-06-04T12:38:30","date_gmt":"2026-06-04T10:38:30","guid":{"rendered":"https:\/\/personal-finance.bnpparibas\/?p=46242"},"modified":"2026-06-04T12:50:36","modified_gmt":"2026-06-04T10:50:36","slug":"expert-insight-banks-and-fintechs-beyond-technology-trust-matters","status":"publish","type":"post","link":"https:\/\/personal-finance.bnpparibas\/en\/expert-insight-banks-and-fintechs-beyond-technology-trust-matters\/","title":{"rendered":"Expert insight: \u201cBanks and Fintechs: Beyond Technology, Trust Matters!\u201d"},"content":{"rendered":"
\n

Beyza Koyas, Chief Marketing Officer of BNP Paribas Personal Finance, spoke on 3 June 2026 at Money20\/20, the world\u2019s largest fintech gathering. Her speech, focused on the new rules of customer trust, provides useful insight into how the sector is evolving. At a time when customer expectations are rising, banks and fintechs alike must rethink how they interact with, support and retain their customers. Here are the key takeaways.<\/strong><\/p>\n<\/div>\n\n

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The contest between banks and fintechs is no longer simply about established players versus faster new entrants. It points to a deeper transformation that we observe every day at BNP Paribas Personal Finance, as a player in consumer finance: in a world saturated with innovation, the real differentiator is no longer technological performance alone, but the ability to build lasting trust. Seamless experience, artificial intelligence, personalisation, human presence, security, fairness: it is within this demanding balance that the future of financial services is now being reshaped\u2014and it is precisely on this ground that BNP Paribas Personal Finance intends to fully play its part as a responsible, solid and useful banking player.<\/p>\n<\/div>\n\n

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A rivalry no longer driven by technology alone<\/strong><\/h3>\n<\/div>\n\n
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For years, the narrative seemed predetermined. On one side were the banks\u2014powerful, but often seen as slow, complex and difficult to understand. On the other were the fintechs\u2014agile, intuitive, able to win over customers in just a few clicks after years of frustration with the sector\u2019s heavy processes. This opposition has shaped the collective imagination of modern finance. But it is no longer enough to describe reality. The real issue is no longer who, between banks and fintechs, best embodies modernity. The question now is this: who is able to inspire trust in a world where consumer expectations are constantly changing, relationships are becoming fragmented, and everyone can compare, arbitrate and switch providers with unprecedented ease?<\/strong> For BNP Paribas Personal Finance, this evolution creates a clear responsibility: not to set innovation against reliability, but to hold both together.<\/p>\n<\/div>\n\n

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Trust as a true competitive advantage<\/strong><\/h3>\n<\/div>\n\n
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When it comes to technology, fintechs have unquestionably changed the game.<\/strong> They have set new standards: ease of use, speed of execution, apparent transparency and customer autonomy. They have shown that a financial service can be as seamless as a streaming service. In doing so, they have achieved something decisive: they have forced the entire sector to raise its level of ambition.<\/p>\n<\/div>\n\n

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But trust cannot be built on user experience alone. It is also forged over time\u2014in the ability to protect data, prevent fraud, make fair decisions, handle sensitive moments, and support customers through unexpected life events or repayment difficulties. This is where BNP Paribas Personal Finance fully asserts its role as a consumer finance specialist. Concretely, this means being able to support very different day-to-day projects\u2014financing a vehicle, helping renovate a home, supporting household equipment, or facilitating access to solutions such as solar panels\u2014while adapting customer journeys, repayment schedules and terms to the client\u2019s real-life context. Our value therefore lies not only in the longevity of a model; it lies in risk management, regulatory strength, the ability to handle complex situations, and the conviction that a high-performing customer journey only makes sense if it remains safe, clear and useful.<\/strong><\/p>\n<\/div>\n\n

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For BNP Paribas Personal Finance, this also means being able to deploy highly innovative financing solutions with leading partners such as Apple, Orange, JLR and Stellantis, where customer experience quality, journey fluidity and operational robustness are decisive.<\/p>\n<\/div>\n\n

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AI is not enough without an ethical framework and human presence<\/strong><\/h3>\n<\/div>\n\n
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Artificial intelligence, however promising it may be, cannot on its own form the foundation of trust. Used well, it improves customer journeys, speeds up responses, refines personalisation, detects certain weak signals more effectively and makes services more accessible. Used poorly, it can instead foster opacity, create a sense of arbitrariness and push customers even further away from a system already perceived as complex.<\/p>\n<\/div>\n\n

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The issue is therefore not simply to have the most powerful AI, but to show that it operates within a clear, fair and responsible framework.<\/strong> That is exactly the approach defended by BNP Paribas Personal Finance: customers do not only expect fast decisions; they want to understand that those decisions are fair. They want to know their data is protected. They want to be able to speak to someone when their situation becomes more fragile, more ambiguous or more urgent.<\/p>\n<\/div>\n\n

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On this issue, BNP Paribas Personal Finance is making concrete commitments: decision criteria designed to remain explainable, ethical and responsible; constant vigilance in matters of security and fraud; and above all, the ability to offer something other than a standardised process when a life event occurs. In those moments, a specialist\u2019s value is also measured by the ability to maintain a human presence, to listen, to explain, and to seek tailored solutions rather than mechanically applying a single response. In other words, AI does not replace the relationship: it changes the conditions under which it operates, without ever removing the need for credible human presence.<\/p>\n<\/div>\n\n

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That is why the contest between banks and fintechs is changing shape. It now opposes two ways of thinking about the financial relationship: one purely transactional, where performance is measured by the smoothness of the journey; the other more demanding, where technology only has value if it strengthens a broader promise of security, relevance and consideration. In this new era, customer trust becomes far more than a brand attribute: it becomes a decisive competitive advantage.<\/p>\n<\/div>\n\n

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Ultimately, that may be the new rule of the sector: trust is no longer claimed, it is demonstrated. It is demonstrated in the quality of an interface, but also in the clarity of a decision. In the power of an algorithm, but also in the possibility of dialogue. In the speed of a journey, but also in the responsibility of a player. This is the vision embodied by BNP Paribas Personal Finance as a specialist in consumer finance: finance that is not only digital, but also reliable, explainable and deeply attentive to the customer\u2019s best interests.<\/strong> Finance that can be present in both major and everyday projects, support a useful purchase as well as a renovation, and integrate the simplicity expected today without ever giving up protection or human support when the situation requires it.<\/p>\n<\/div>\n\n

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FAQ:<\/strong><\/h2>\n<\/div>\n\n
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What differentiates BNP Paribas Personal Finance from fintechs?<\/strong><\/p>\n<\/div>\n\n

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BNP Paribas Personal Finance\u2019s strength lies in combining the scale of a major banking player with highly focused expertise in consumer finance, in order to offer solutions tailored to concrete day-to-day needs. BNP Paribas Personal Finance is a leading European player that turns its historical expertise, innovation capacity and sense of responsibility into a competitive advantage. Its promise is clear: to make financing simpler, more relevant and more human, for customers and partners alike.<\/p>\n<\/div>\n\n

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Why do customers and partners trust BNP Paribas Personal Finance?<\/strong><\/p>\n<\/div>\n\n

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Because the company succeeds in reconciling two dimensions that are often seen as opposites: serving millions of customers every year while also offering targeted and personalised solutions. This ability to turn scale into precision reinforces its credibility, relevance and differentiation in the market.<\/p>\n<\/div>\n\n

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How can BNP Paribas Personal Finance be a long-established player while remaining innovative?<\/strong><\/p>\n<\/div>\n\n

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The company is part of a long history: Cetelem was founded in France in 1953 and provided one of the country\u2019s very first consumer loans. That longevity does not prevent it from innovating continuously. It keeps reinventing itself to respond to changing uses, technologies and regulations, while remaining true to its mission of supporting life projects.<\/p>\n<\/div>\n\n

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What role do partners play in BNP Paribas Personal Finance\u2019s model?<\/strong><\/p>\n<\/div>\n\n

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Partnerships are at the heart of the model. BNP Paribas Personal Finance integrates its financing solutions directly into the customer journeys of its B2B partners, while also maintaining a direct-to-consumer business. The company works with a broad ecosystem of players\u2014retailers, telecoms, energy, e-commerce and mobility\u2014and can rapidly deploy solutions that comply with complex regulatory environments.<\/p>\n<\/div>\n\n

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How does BNP Paribas Personal Finance use AI without losing the human dimension?<\/strong><\/p>\n<\/div>\n\n

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The company invests heavily in AI and digital technologies to offer simple, fast and intelligent customer journeys. But it advocates a balanced approach: AI should improve the experience, without replacing human support when that support is needed\u2014especially at moments of fragility or complexity for the customer.<\/p>\n<\/div>\n\n

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What does \u201cResponsible Lending\u201d specifically mean for BNP Paribas Personal Finance?<\/strong><\/p>\n<\/div>\n\n

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\u201cResponsible lending\u201d means granting loan only when it is in the customer\u2019s best interest, thanks to a combination of data, algorithms and human expertise. This approach aims to ensure fair, safe and non-discriminatory decisions, while supporting customers throughout the life of the loan, including when their personal circumstances change.<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

Beyza Koyas, Chief Marketing Officer of BNP Paribas Personal Finance, spoke on 3 June 2026 at Money20\/20, the world\u2019s largest fintech gathering. Her speech, focused on the new rules of customer trust, provides useful insight into how the sector is evolving. At a time when customer expectations are rising, banks and fintechs alike must rethink […]<\/p>\n","protected":false},"author":1981,"featured_media":46225,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[215,217],"tags":[],"class_list":["post-46242","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-company-en","category-business-en"],"acf":[],"yoast_head":"\nBanks and Fintechs: Trust is the decisive advantage - Personal Finance<\/title>\n<meta name=\"description\" content=\"Banks and fintechs: trust is becoming the decisive advantage. 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