{"id":42529,"date":"2020-11-19T05:00:26","date_gmt":"2020-11-19T13:00:26","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=42529"},"modified":"2020-11-19T15:46:57","modified_gmt":"2020-11-19T23:46:57","slug":"financial-services-leaders","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/financial-services-leaders\/","title":{"rendered":"Lessons from Nearly 2,800 Financial Services Leaders on Resilience in the Face of Crisis"},"content":{"rendered":"<div class=\"wp-block-image__wrapper\">\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"42586-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" width=\"590\" height=\"156\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Blog-Footer_590x156-V2.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-42586\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Blog-Footer_590x156-V2.png 590w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Blog-Footer_590x156-V2.png?w=300&amp;h=79 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Blog-Footer_590x156-V2.png?w=264&amp;h=70 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Blog-Footer_590x156-V2.png?w=500&amp;h=132 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Blog-Footer_590x156-V2.png?w=150&amp;h=40 150w\" sizes=\"auto, (max-width: 590px) 100vw, 590px\" \/><\/a><\/figure><\/div>\n<div id=\"42586-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"590\" height=\"156\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Blog-Footer_590x156-V2.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-42586\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Blog-Footer_590x156-V2.png 590w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Blog-Footer_590x156-V2.png?w=300&amp;h=79 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Blog-Footer_590x156-V2.png?w=264&amp;h=70 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Blog-Footer_590x156-V2.png?w=500&amp;h=132 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Blog-Footer_590x156-V2.png?w=150&amp;h=40 150w\" sizes=\"auto, (max-width: 590px) 100vw, 590px\" \/><\/figure><\/div>\n<\/div><\/div><\/div>\n\n\n<p><\/p>\n\n\n\n<p>Like countless other 2020 expectations, our plans to launch Salesforce\u2019s first <a href=\"https:\/\/www.salesforce.com\/form\/\/industries\/financial-services\/trends-in-financial-services-report\/\"><em>Trends in Financial Services<\/em> <\/a>report earlier this year in March were derailed by the global pandemic. Facing an entirely different economic landscape, we regrouped with financial services leaders and commissioned a new research effort to uncover how the industry is changing \u2013 and what it now takes to succeed.&nbsp;<\/p>\n\n\n\n<p><a href=\"https:\/\/www.salesforce.com\/form\/\/industries\/financial-services\/trends-in-financial-services-report\/\">This report<\/a> is a peek into the evolving financial services landscape at two points in time: immediately preceding the pandemic and nearly a year later. The result is a unique analysis of differences between 2019 and 2020 industry attitudes as well as net-new questions uncovering COVID-19\u2019s impact on the industry. Salesforce surveyed nearly 2,800 leaders across wealth management, insurance and retail banking to discover how financial services institutions (FSIs) prioritize \u2013 or don\u2019t prioritize \u2013 the customer experience, long-term focused FSI approaches to the customer experience gap, and the competitive advantage of autonomous finance across financial institutions.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The pandemic exposes gaps in technology and the customer experience<\/h2>\n\n\n\n<p>While 68 percent of customers say COVID-19 has elevated their expectations of companies&#8217; digital capabilities,<sup><em>1<\/em><\/sup> many financial services institutions (FSIs) fell short during the early stages of the pandemic. In the rush to handle the influx of new digital demands, FSIs prioritized implementing new technologies and improving customer trust \u2013 displacing customer experience (CX) as the top ranked priority. Customers have taken notice: only 27 percent feel the financial services industry is customer centric. Even fewer (23 percent) think the industry handled the pandemic well.<sup><em>2<\/em><\/sup>&nbsp;<\/p>\n\n\n<div class=\"wp-block-image__wrapper\">\n<figure class=\"wp-block-image size-large prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"42591-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" height=\"1024\" width=\"884\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/ImprovingCustomerExperiences.png?w=884\" alt=\"ImprovingCustomerExperiences\" class=\"wp-image-42591\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/ImprovingCustomerExperiences.png 1000w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/ImprovingCustomerExperiences.png?w=259&amp;h=300 259w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/ImprovingCustomerExperiences.png?w=768&amp;h=889 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/ImprovingCustomerExperiences.png?w=884&amp;h=1024 884w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/ImprovingCustomerExperiences.png?w=228&amp;h=264 228w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/ImprovingCustomerExperiences.png?w=315&amp;h=365 315w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/ImprovingCustomerExperiences.png?w=678&amp;h=785 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/ImprovingCustomerExperiences.png?w=130&amp;h=150 130w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/ImprovingCustomerExperiences.png?w=167&amp;h=193 167w\" sizes=\"auto, (max-width: 884px) 100vw, 884px\" \/><\/a><figcaption>Customer experience falls from the top priority to the number five priority for financial services leaders in the pandemic<\/figcaption><\/figure>\n<div id=\"42591-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image size-large prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"1158\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/ImprovingCustomerExperiences.png?w=884\" alt=\"ImprovingCustomerExperiences\" class=\"wp-image-42591\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/ImprovingCustomerExperiences.png 1000w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/ImprovingCustomerExperiences.png?w=259&amp;h=300 259w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/ImprovingCustomerExperiences.png?w=768&amp;h=889 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/ImprovingCustomerExperiences.png?w=884&amp;h=1024 884w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/ImprovingCustomerExperiences.png?w=228&amp;h=264 228w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/ImprovingCustomerExperiences.png?w=315&amp;h=365 315w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/ImprovingCustomerExperiences.png?w=678&amp;h=785 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/ImprovingCustomerExperiences.png?w=130&amp;h=150 130w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/ImprovingCustomerExperiences.png?w=167&amp;h=193 167w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><figcaption>Customer experience falls from the top priority to the number five priority for financial services leaders in the pandemic<\/figcaption><\/figure>\n<\/div><\/div><\/div>\n\n\n<h2 class=\"wp-block-heading\">To close the CX gap, look to the long-term focused actions of companies<\/h2>\n\n\n\n<p>Today\u2019s customers crave more than a transactional exchange: 80 percent of customers value the experience a company provides as much as its product and service offerings.<sup><em>3<\/em><\/sup> Further, two-thirds of customers also expect companies to understand their unique needs and expectations. In today\u2019s environment, companies who provide personalized experiences and deliver on desired outcomes are better positioned to succeed. We see this play out in the financial services industry as well.&nbsp;<\/p>\n\n\n\n<p>Our study revealed that FSIs focused on long-term customer relationships<em> <\/em>over short-term wins are better poised for growth thanks to their focus on customer experiences:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Long-term focused FSIs are 24 percent more likely to improve their user experience (UX) compared to short-term focused companies.&nbsp;&nbsp;<\/li><li>Long-term focused FSIs are 12 percent more likely to personalize communications and offers compared to short-term focused companies.<\/li><\/ul>\n\n\n<div class=\"wp-block-image__wrapper\">\n<figure class=\"wp-block-image size-large prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"42592-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"986\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/FillingCXGap-CustomerCentric.png?w=1000\" alt=\"Customer Centricity\" class=\"wp-image-42592\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/FillingCXGap-CustomerCentric.png 1000w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/FillingCXGap-CustomerCentric.png?w=300&amp;h=296 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/FillingCXGap-CustomerCentric.png?w=768&amp;h=757 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/FillingCXGap-CustomerCentric.png?w=264&amp;h=260 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/FillingCXGap-CustomerCentric.png?w=370&amp;h=365 370w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/FillingCXGap-CustomerCentric.png?w=678&amp;h=669 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/FillingCXGap-CustomerCentric.png?w=150&amp;h=148 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/FillingCXGap-CustomerCentric.png?w=196&amp;h=193 196w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><\/a><figcaption>FSIs focused on long-term relationships are more likely than FSIs focused on short-term wins to personalize communications and make improvements to their user experience.&nbsp;<\/figcaption><\/figure>\n<div id=\"42592-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image size-large prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"986\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/FillingCXGap-CustomerCentric.png?w=1000\" alt=\"Customer Centricity\" class=\"wp-image-42592\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/FillingCXGap-CustomerCentric.png 1000w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/FillingCXGap-CustomerCentric.png?w=300&amp;h=296 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/FillingCXGap-CustomerCentric.png?w=768&amp;h=757 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/FillingCXGap-CustomerCentric.png?w=264&amp;h=260 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/FillingCXGap-CustomerCentric.png?w=370&amp;h=365 370w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/FillingCXGap-CustomerCentric.png?w=678&amp;h=669 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/FillingCXGap-CustomerCentric.png?w=150&amp;h=148 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/FillingCXGap-CustomerCentric.png?w=196&amp;h=193 196w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><figcaption>FSIs focused on long-term relationships are more likely than FSIs focused on short-term wins to personalize communications and make improvements to their user experience.&nbsp;<\/figcaption><\/figure>\n<\/div><\/div><\/div>\n\n\n<h2 class=\"wp-block-heading\">Autonomous finance, or self-driving finance, addresses CX gap at scale&nbsp;<\/h2>\n\n\n\n<p>Of course, improving customer experiences at scale can be challenging. However, technologies like artificial intelligence (AI) and automation can help bridge the gap between customer expectations and what FSIs can offer. Rachid Molinary, SVP of Digital Strategy &amp; Innovation at Banco Popular, considers autonomous finance to be \u201cthe organic convergence of all the technology innovation we\u2019ve been seeing over the years, from AI to unprecedented access to data.\u201d&nbsp;&nbsp;<\/p>\n\n\n\n<p>But what exactly does this look like? Forrester Research <a href=\"https:\/\/go.forrester.com\/blogs\/introducing-autonomous-finance-forresters-new-research-on-algorithm-based-financial-services\/\">defines<\/a> autonomous finance as algorithm-driven financial services that makes decisions or takes action on a customer\u2019s behalf. For retail banks, this could mean automating account transfers based on past behavior. Insurers, on the other hand, could automate manual, resource-intensive claims processes.&nbsp;<\/p>\n\n\n<div class=\"wp-block-image__wrapper\">\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"42593-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"411\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/TheImpact.png?w=1000\" alt=\"Impact of Autonomous Finance\" class=\"wp-image-42593\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/TheImpact.png 1000w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/TheImpact.png?w=300&amp;h=123 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/TheImpact.png?w=768&amp;h=316 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/TheImpact.png?w=264&amp;h=109 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/TheImpact.png?w=500&amp;h=206 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/TheImpact.png?w=678&amp;h=279 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/TheImpact.png?w=150&amp;h=62 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/TheImpact.png?w=470&amp;h=193 470w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><\/a><figcaption>Early iterations of autonomous finance can be used to drive efficiencies by automating account transfers, processing claims and automatically optimizing portfolios.<br><\/figcaption><\/figure><\/div>\n<div id=\"42593-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"411\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/TheImpact.png?w=1000\" alt=\"Impact of Autonomous Finance\" class=\"wp-image-42593\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/TheImpact.png 1000w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/TheImpact.png?w=300&amp;h=123 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/TheImpact.png?w=768&amp;h=316 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/TheImpact.png?w=264&amp;h=109 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/TheImpact.png?w=500&amp;h=206 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/TheImpact.png?w=678&amp;h=279 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/TheImpact.png?w=150&amp;h=62 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/TheImpact.png?w=470&amp;h=193 470w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><figcaption>Early iterations of autonomous finance can be used to drive efficiencies by automating account transfers, processing claims and automatically optimizing portfolios.<br><\/figcaption><\/figure><\/div>\n<\/div><\/div><\/div>\n\n\n<h2 class=\"wp-block-heading\">How autonomous finance benefits the customer experience<\/h2>\n\n\n\n<p>The reported customer benefits of autonomous finance directly address experience shortfalls exacerbated by the pandemic. Six in 10 FSIs consider better personalization a top benefit of implementing the new capability.&nbsp;<\/p>\n\n\n\n<p>In addition to personalization, autonomous finance aims to cut through complexity to produce improved outcomes at scale. In times of economic uncertainty, solutions to simplify financial decisions \u2013 like automated microsavings tools \u2013&nbsp;could be a boon for consumers looking to passively increase their savings.<\/p>\n\n\n<div class=\"wp-block-image__wrapper\">\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"42594-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"562\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Autonomous-Finance-Benefits-Address-CX-Gap.png?w=1000\" alt=\"Benefits\" class=\"wp-image-42594\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Autonomous-Finance-Benefits-Address-CX-Gap.png 1000w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Autonomous-Finance-Benefits-Address-CX-Gap.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Autonomous-Finance-Benefits-Address-CX-Gap.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Autonomous-Finance-Benefits-Address-CX-Gap.png?w=264&amp;h=148 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Autonomous-Finance-Benefits-Address-CX-Gap.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Autonomous-Finance-Benefits-Address-CX-Gap.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Autonomous-Finance-Benefits-Address-CX-Gap.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Autonomous-Finance-Benefits-Address-CX-Gap.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Autonomous-Finance-Benefits-Address-CX-Gap.png?w=343&amp;h=193 343w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><\/a><figcaption>The benefits of autonomous finance cater to customer needs.<\/figcaption><\/figure><\/div>\n<div id=\"42594-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"562\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Autonomous-Finance-Benefits-Address-CX-Gap.png?w=1000\" alt=\"Benefits\" class=\"wp-image-42594\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Autonomous-Finance-Benefits-Address-CX-Gap.png 1000w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Autonomous-Finance-Benefits-Address-CX-Gap.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Autonomous-Finance-Benefits-Address-CX-Gap.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Autonomous-Finance-Benefits-Address-CX-Gap.png?w=264&amp;h=148 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Autonomous-Finance-Benefits-Address-CX-Gap.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Autonomous-Finance-Benefits-Address-CX-Gap.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Autonomous-Finance-Benefits-Address-CX-Gap.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Autonomous-Finance-Benefits-Address-CX-Gap.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/11\/Autonomous-Finance-Benefits-Address-CX-Gap.png?w=343&amp;h=193 343w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><figcaption>The benefits of autonomous finance cater to customer needs.<\/figcaption><\/figure><\/div>\n<\/div><\/div><\/div>\n\n\n<p>The top reported business benefits also relate directly back to the customer: autonomous finance\u2019s top business benefit is tied between improving customer experience and providing businesses with a better understanding of their customers.&nbsp;&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The future implication of automating financial decisions<\/h2>\n\n\n\n<p>Consumers are demanding more from financial services providers, and there is a near consensus in the industry that autonomous finance is going to be a major differentiator. According to 89 percent of financial services leaders, the first financial services companies to deploy autonomous finance will gain significant competitive advantage.&nbsp;<\/p>\n\n\n\n<p>While today\u2019s top use cases focus on maximizing process efficiencies, the next generation has the potential to unlock entirely new value streams. According to a focus group of financial executives,* autonomous finance usage will shift from operational improvements to net-new customer applications as usage matures.&nbsp;<\/p>\n\n\n\n<p>In the future, insurance companies could introduce entirely new value propositions like modularizing policies or insuring new risk categories. Retail banks could automatically select and allocate funds for higher education savings accounts for new parents. What could autonomous finance mean for your firm?&nbsp;<\/p>\n\n\n\n<p><em>* In February 2020, Salesforce conducted a focus group of seven financial services executives to discuss survey findings and the implications of autonomous finance.<\/em><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Methodology<\/h4>\n\n\n\n<p>Salesforce Research fielded the data in this report via a double-blind survey conducted in two waves. The first was fielded from November 12 through December 12, 2019 that generated responses from 1,400 leaders in insurance, retail banking, and wealth management across North America, Latin America, Europe, and Asia Pacific regions. The second wave was fielded from August 21 through September 21, 2020 that generated responses from 1,360 leaders in the same sectors and geographies. All respondents are third-party panelists (not limited to Salesforce customers).&nbsp;<\/p>\n\n\n\n<p>For further detail, see the <em><a href=\"https:\/\/www.salesforce.com\/form\/\/industries\/financial-services\/trends-in-financial-services-report\/\">Trends in Financial Services<\/a><\/em> report.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">For more information<\/h4>\n\n\n\n<ul class=\"wp-block-list\"><li>Explore and segment key data points in our <a href=\"https:\/\/public.tableau.com\/profile\/salesforceresearch#!\/vizhome\/TrendsinFinancialServices\/TrendsinFinServ\" target=\"_blank\" rel=\"noreferrer noopener\">interactive Tableau dashboards<\/a><\/li><li>Download the full <a href=\"https:\/\/www.salesforce.com\/form\/\/industries\/financial-services\/trends-in-financial-services-report\/\">Trends in Financial Services report<\/a><\/li><\/ul>\n\n\n\n<p>&nbsp;&nbsp;<\/p>\n\n\n\n<p><sup><em>1<\/em><\/sup><em>\u201cState of the Connected Customer,\u201d Salesforce Research, October 2020.<\/em><\/p>\n\n\n\n<p><sup><em>2<\/em><\/sup><em>Ibid.<\/em><\/p>\n\n\n\n<p><sup><em>3<\/em><\/sup><em>\u201cState of the Connected Customer,\u201d Salesforce Research, October 2020.<\/em><\/p>\n\n\n\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Like countless other 2020 expectations, our plans to launch Salesforce\u2019s first Trends in Financial Services report earlier this year in March were derailed by the global pandemic. Facing an entirely different economic landscape, we regrouped with financial services leaders and commissioned a new research effort to uncover how the industry is changing \u2013 and what [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":42590,"sf_product_cta_id":0,"footnotes":""},"categories":[1],"tags":[],"sf_content_type":[1728],"sf_theme":[1915],"sf_topic":[2068,1732],"sf_product":[1748],"sf_industry":[1780],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1724],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-42529","post","type-post","status-publish","format-standard","hentry","category-uncategorized","sf_content_type-snapshots","sf_theme-future-of-work","sf_topic-customer-360","sf_topic-future-of-work","sf_product-salesforce-platform","sf_industry-financial-services","sf_location-amer"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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