1、2THE CONNECTED FINANCIAL SERVICES REPORTSALESFORCE RESEARCHSalesforce Research provides data-driven insights to help businesses transform how they drive customer success.Browse all reports at Youll Find in This Report6,058 FSI customers surveyed worldwideFor the Connected Financial Services Report,S

2、alesforce surveyed 6,058 financial service institution(FSI)customers worldwide to discover:Why customers switch financial services institutions What customers look for in a great digital experience Evolving sentiments on artificial intelligence,cryptocurrency,and consumer brands entering the financi

3、al spaceDue to rounding,not all percentage totals in this report add up to 100%.All comparison calculations are from total numbers(not rounded numbers).Data in this report is from a double-anonymous survey conducted from March 7,2023,through April 12,2023.Respondents represent 12 countries across fi

4、ve continents.All respondents are third-party panelists.For survey demographics,see page 23.SALESFORCE RESEARCH3THE CONNECTED FINANCIAL SERVICES REPORTSALESFORCE RESEARCHContentsExecutive Summary .04Chapter 1:Customers Demand Personalized,Comprehensive Experiences.05Chapter 2:Beyond Digital:The Impo

5、rtance of Human-to-Human Interaction.10Chapter 3:Trust and Data Security Go Hand-in-Hand.15Chapter 4:Looking Ahead:Future of Finance.20Survey Demographics .23SALESFORCE RESEARCH4THE CONNECTED FINANCIAL SERVICES REPORTSALESFORCE RESEARCHExecutive SummaryAmidst economic uncertainty,geopolitical volati

6、lity,and rising costs,customer relationships with financial institutions such as banks,insurers,and wealth managers are rapidly transforming.Customers are looking to their financial institutions(FSIs)for guidance on navigating the current economic environment.They also want a frictionless hybrid exp