What happens when customer demand outpaces a business’ ability to keep up? That’s the question financial service institutions (FSIs) are wrestling with as the world continues its march towards a digital-first future. FSI customers are increasingly choosing digital options for everyday activities like deposits and payments. And, almost 70% of customers say COVID-19 elevated their expectation of companies’ digital capabilities, demonstrating that shifts to digital made during the pandemic are here to stay. However, according to survey findings, banking, insurance, and wealth management customers were light on praise for how well their financial needs are understood. These and other insights can be found in Salesforce’s 2022 Future of Financial Services. Download the report to learn more.
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