The Customer Imperative in Financial Services Report

Salesforce in collaboration with Bain and Company have taken the pulse of customer and employee experience, finding how the retail banking industry has performed during the pandemic and what the new customer imperative is for the banking sector. New research from more than 4,500 consumers and 200 financial services employees and executives reveals insights on how banks can continue to create great experiences. Banks found ways to transform the challenges of this past year into opportunities to build trust. This has been noticed by customers with 30% saying their experience with their bank during COVID-19 had a positive impact on their level of advocacy. Now the need for businesses to deliver better, more seamless experiences across online channels has been accelerated.