{"id":84512,"date":"2025-02-05T06:00:00","date_gmt":"2025-02-05T14:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=84512"},"modified":"2025-02-04T14:24:28","modified_gmt":"2025-02-04T22:24:28","slug":"financial-services-statistics-2025","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/financial-services-statistics-2025\/","title":{"rendered":"Salesforce Report: AI Agents Offer New Opportunities for Competitive Differentiation in Financial Services"},"content":{"rendered":"\n<p>Fewer than half of consumers are fully satisfied with what banks, insurance providers, and wealth management advisors deliver. That\u2019s why standout customer service and digital experiences \u2014 including those powered by <a href=\"https:\/\/www.salesforce.com\/agentforce\/what-are-ai-agents\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">AI agents<\/a> \u2014 are key to earning and keeping their business. That\u2019s a key finding from Salesforce\u2019s new Connected Financial Services Report, based on a global survey of 9,500 financial service institution (FSI) consumers.<\/p>\n\n\n\n<p><strong>Why it matters:<\/strong> Consumers consistently report that competitive rates, fees, and pricing keep them loyal to their FSI. With declining interest rates making introductory incentives less feasible for FSIs, differentiated customer service and digital experiences are getting renewed attention. The advent of AI agents presents a compelling opportunity for FSIs to boost their digital experiences to not only meet, but exceed customers\u2019 high expectations for speed and personalization.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\n<script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script><img decoding=\"async\"  style=\"width: 100%; margin: auto; display: block;\"  class=\"vidyard-player-embed\"  src=\"https:\/\/play.vidyard.com\/HNHxnCw1m7MFBJkxpnJYfv.jpg\"  data-uuid=\"HNHxnCw1m7MFBJkxpnJYfv\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"281\"\/>\n<\/div><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-digital-first-self-service-can-help-attract-and-keep-fsi-customers\"><strong>Digital-first self-service can help attract and keep FSI customers<\/strong><\/h2>\n\n\n\n<p>In addition to the most competitive pricing, rates, and fees, FSIs can win customers by providing standout service and tools. In fact, 46% of consumers \u2014 including 55% of high earners (defined in the United States as households making over $100,000 per year) would remain with an FSI that provides an excellent customer experience even if it raised its rates or fees.<\/p>\n\n\n\n<p>Increasingly, what constitutes an excellent experience is digital and self-service in nature, with most consumers opting to complete tasks without the help of representatives over the phone or in a branch.<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/HowConsumersPrefertoCompleteFinancialServicesTasks\/Embed1?:language=en-US&#038;:sid=&#038;:redirect=auth&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>Salesforce customers like <a href=\"https:\/\/www.salesforce.com\/customer-stories\/penfed-ai-omni-channel-support\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Pentagon Federal Credit Union (PenFed)<\/a> meet these customer expectations through self-service tools that provide quick customer resolutions whenever, wherever.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-agents-offer-an-opportunity-for-fsis-to-set-themselves-apart\"><strong>Agents offer an opportunity for FSIs to set themselves apart<\/strong><\/h2>\n\n\n\n<p>Only 41% of wealth management clients are fully satisfied with their institutions\u2019 customer service speed and effectiveness \u2014 figures which drop even further among banking and insurance customers. <a href=\"https:\/\/www.salesforce.com\/news\/stories\/building-business-ai-agents\/\" target=\"_blank\" rel=\"noreferrer noopener\">AI agents<\/a> \u2014 which understand and respond to customer inquiries without human intervention \u2014 offer a unique opportunity for FSIs to differentiate their digital experiences against the competition while increasing efficiency and lowering costs.<\/p>\n\n\n\n<p>Half of consumers expect <a href=\"https:\/\/www.salesforce.com\/artificial-intelligence\/what-is-ai\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">AI<\/a> to impact their relationships with FSIs more than other industries \u2014 a sentiment that\u2019s higher among millennials and Gen Z \u2014 and only 8% think FSIs will be AI laggards. Customers are especially bullish about the potential of AI to speed up financial transactions \u2014 65% now expect this, up from 46% in 2023.&nbsp;<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/WhatFinancialServicesConsumersThinkAIWillDoforThem\/Embed2?:language=en-US&#038;:sid=&#038;:redirect=auth&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>But as agents increasingly come online, consumers will need more education and demonstrations of their sophisticated capabilities, which include acting as financial coaches, increasing financial literacy, and showing consumers how to save or even earn money.<\/p>\n\n\n\n<p>\u201c<a href=\"https:\/\/www.salesforce.com\/agentforce\/agentic-systems\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Agentic AI<\/a> solutions like Agentforce will scale a limitless expert digital labor force for financial institutions,\u201d noted Eran Agrios, SVP &amp; GM of Financial Services at Salesforce. \u201cImagine FSIs that provide a personal digital banker, advisor, or agent to every one of their customers 24\/7 to answer questions like \u2018Am I saving enough for retirement?\u2019 or \u2018Can I afford this trip?\u2019 without waiting. That\u2019s the scale that\u2019s possible.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-a-foundation-of-trust-is-critical-as-fsis-move-into-the-agentic-era\"><strong>A foundation of trust is critical as FSIs move into the agentic era<\/strong><\/h2>\n\n\n\n<p>As FSIs race to take advantage of AI and agents, choosing the right partners and technology is key to ensuring consumer trust. While 54% of consumers say they trust the use of AI agents, only 10% say they <em>completely<\/em> trust them.&nbsp;<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/CustomerTrustofAIAgentsinFinancialServices\/Embed3?:language=en-US&#038;:sid=&#038;:redirect=auth&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>This is likely in part because people are naturally cautious about new technology, but they also don&#8217;t trust how financial companies handle their data, according to the survey. Many consumers report being worried about how their personal information is used and protected, and they are becoming more cautious about keeping it safe.<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/ConnectedFinancialServices-Embed4\/Embed4?:language=en-US&#038;:sid=&#038;:redirect=auth&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>A <a href=\"https:\/\/www.salesforce.com\/news\/stories\/ai-customer-research\/\" target=\"_blank\" rel=\"noreferrer noopener\">related study<\/a> of global consumers revealed the critical importance of transparency as companies across industries implement agents. Nearly three-quarters (73%) of consumers say it\u2019s important to know whether or not they\u2019re communicating with an agent in the first place.<\/p>\n\n\n\n<p>\u201cFor humans and agents to work together, it\u2019s critical for financial service institutions to implement with trust, transparency, and the highest levels of regulatory compliance as core to their strategy \u2014 not an afterthought,\u201d said Agrios. \u201cInstitutions must ask themselves not only if their strategies are worthy of customers\u2019 trust, but if the solutions they invest in are, too.\u201d<\/p>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards 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srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=264&amp;h=149 264w, 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content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/press-releases\/2026\/03\/26\/us-dept-labor-agentforce-enhance-citizen-support\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tU.S. Department of Labor Taps Agentforce to Enhance Citizen Support\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t5 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"92799\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable 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class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/stories\/agentforce-gdpr-compliance-certification\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tAgentforce Obtains Second-Level Compliance with the EU Cloud Code of Conduct\u00a0\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t1 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/84512\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-more-information\"><strong>More information:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Read the full <a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/financial-services-report-second-edition\/\" target=\"_blank\" rel=\"noreferrer noopener\">Connected Financial Services report<\/a><\/li>\n\n\n\n<li>Explore <a href=\"https:\/\/www.salesforce.com\/financial-services\/cloud\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Financial Services Cloud<\/a><\/li>\n\n\n\n<li>Learn how financial service institutions like <a href=\"https:\/\/www.salesforce.com\/customer-stories\/mascoma-bank-improves-efficiencies\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Mascoma Bank<\/a> and <a href=\"https:\/\/www.salesforce.com\/customer-stories\/penfed-ai-omni-channel-support\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">PenFed<\/a> use Salesforce to meet customer expectations<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Fewer than half of consumers are fully satisfied with what banks, insurance providers, and wealth management advisors deliver. That\u2019s why standout customer service and digital experiences \u2014 including those powered by AI agents \u2014 are key to earning and keeping their business. That\u2019s a key finding from Salesforce\u2019s new Connected Financial Services Report, based on [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":84525,"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":0,"sf_product_cta_id":0,"footnotes":""},"categories":[1],"tags":[],"sf_content_type":[1728],"sf_theme":[1916],"sf_topic":[20528,1737,1744,1726],"sf_product":[19930,1772,2717,1783],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[2395],"sf_visibility":[],"coauthors":[],"class_list":["post-84512","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-snapshots","sf_theme-artificial-intelligence","sf_topic-agents","sf_topic-artificial-intelligence","sf_topic-customer-success","sf_topic-digital-transformation","sf_product-agentforce","sf_product-agentforce-service","sf_product-data-360","sf_product-industry-solutions","sf_location-global","sf_collection-research"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Salesforce Reports Financial Services Statistics 2025 - Salesforce<\/title>\n<meta name=\"description\" content=\"Fewer than half of consumers are fully satisfied with what banks, insurance providers, and wealth management advisors deliver. 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