Trust Bank targets 'cash-lite' future with card-driven digital shift

Credit and debit cards are at the core of Trust Bank PLC's retail and digital transformation plans, as the bank positions itself for a cash-lite economy.

In an interview with TBS recently, Managing Director and CEO Ahsan Zaman Chowdhury shared his views on card growth, digital adoption, risk management and the future of card banking in Bangladesh.

How do credit and debit cards currently fit into your bank's overall retail banking and digital transformation strategy?

Credit and debit cards occupy a central position in our retail banking and digital transformation roadmap. They are more than transactional tools; they are critical enablers of a modern, cash-lite economy.

At Trust Bank, we view card services as a core component of our digital transformation journey. Cards facilitate everyday transactions, e-commerce payments, utility settlements and lifestyle spending in a secure and convenient manner.

We are also strengthening our internal processing capabilities and integrating card services more closely with our mobile banking and digital platforms. Our objective is to ensure that customers experience faster, safer and more seamless transactions across all channels.

What trends are you observing in customer adoption and usage of credit and debit cards in Bangladesh, particularly after the rapid growth of digital payments?

We are witnessing steady and encouraging growth in both card issuance and transaction volumes. Contactless payments, online shopping and mobile app-based transactions are expanding at a notable pace.

The younger generation, particularly urban professionals and digitally savvy customers, are leading this transition. However, we are also observing increasing acceptance among broader customer segments. Customers are migrating from cash to digital channels, reflecting rising confidence in formal payment systems.

The shift from cash to digital payments is no longer limited to large cities; it is gradually spreading across different regions of the country. This signals a structural change in consumer behaviour, driven by convenience, transparency and improved digital infrastructure.

From a risk and governance perspective, how is your bank ensuring security, preventing fraud, and maintaining customer trust in card-based transactions?

Trust is the cornerstone of any financial institution, and safeguarding customer transactions remains our highest priority. In the card business, security and governance are non-negotiable for us.

We have implemented international EMV standards, real-time transaction monitoring systems, instant transaction alerts and advanced fraud detection mechanisms. We are also strengthening our risk governance framework through continuous system upgrades and internal oversight.

In addition, customer awareness plays a crucial role. We regularly communicate safe usage practices and encourage customers to remain vigilant. Through proactive monitoring and preventive controls, we aim to minimise fraud risks while ensuring smooth service delivery.

How do you see credit cards contributing to financial inclusion and consumer spending, especially among young professionals and first-time card users?

Credit cards are gradually emerging as structured financial tools for young professionals and first-time users. When used responsibly, they help build credit discipline and establish a formal financial footprint.

With controlled credit limits, simplified onboarding processes and flexible repayment options, credit cards offer structured access to short-term financing. This supports responsible consumption and financial planning.

Over time, this also strengthens financial inclusion by integrating more individuals into the formal banking system.

What role do partnerships with global card networks, fintechs, and merchants play in enhancing the value proposition of your bank's card products?

Strategic partnerships are essential in today's interconnected financial environment. Our collaborations with global networks such as Visa Inc. and UnionPay, along with fintech and merchant partners, allow us to offer wider acceptance, enhanced security and value-added lifestyle benefits.

These partnerships help us introduce cashback facilities, merchant discounts, secure digital integrations and innovative payment solutions that meet evolving customer expectations.

What innovations or policy changes do you believe will shape the future of card banking in Bangladesh over the next five years?

Over the coming years, we expect continued growth in contactless transactions and mobile-based payments. Tokenisation technology, artificial intelligence-driven fraud management and deeper integration with e-commerce platforms will further strengthen the ecosystem.

Supportive regulatory initiatives and infrastructure development will also play a key role in accelerating digital adoption.

We believe that cards will remain a cornerstone of Bangladesh's digital financial transformation. With continued innovation and responsible governance, card banking will contribute meaningfully to building a secure, inclusive and modern financial system for the country.