We began research on the future of financial services in late 2019. Our mission was to understand how rising consumer expectations, automation, and artificial intelligence (AI) would shape the next decade of finance. Then the pandemic struck, triggering a series of crises that dramatically changed every industry. In the face of a new reality, we regrouped with financial services leaders, and launched a second survey to investigate how the world is changing – and what it means for the industry.
For the Trends in Financial Services Report, Salesforce Research surveyed financial services leaders worldwide at key junctures: immediately preceding the pandemic, and again nearly a year later. Combined, these two studies provide a unique perspective into the financial services industry’s evolution and what it now takes to succeed. This research uncovers:
- How the crises upended financial services’ priorities and damaged customer experience
- Growth strategies and tactics adopted by financial services institutions (FSIs)
- The importance of autonomous finance—which Forrester defines as algorithm-driven financial services that make decisions or take action on a customer’s behalf
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