Trends in Financial Services

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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