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The future of financial services: Better customer experiences start with automation

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The future is here and it’s digital first

Consumers and businesses have shown extraordinary resilience by converting to a digital-first work after the uncertainty of the last three years.

In a Salesforce 2022 global survey of financial services customers, we heard one thing loud and clear. Insurers need to combine digital experiences with stellar service for insurance success.

Due to the complexity of interactions, insurance has been one of the slower sectors to adopt digital transformation. However, the research shows that customers are increasingly willing to switch to digital-first newcomers due to ease of use and onboarding.

- 15% of insurance customers strongly agree their vendors are invested in their financial wellbeing
- 33% of insurance customers who switched providers cited digital interface as the primary reason

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