The Connected Financial Services Report, Second Edition   

We surveyed 9,500 financial services consumers worldwide to discover how they evaluate their institutions’ digital experiences and understand the standard of engagement in the agentic AI era.

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Service and digital experience play a critical role in attracting and retaining customers

While pricing, fees, and rates are the biggest drivers of attrition, factors like differentiated customer service or superior digital experience can also be a draw—especially for millennials.

 
 
 

Ineffective digital functionality leaves customers frustrated

Financial services customers expect to handle routine tasks through digital-first, automated solutions, but reality often falls short of these expectations.

 
 
 
 

Agentic AI powers better experiences, more efficient operations, and enhanced service

As consumers grow increasingly familiar and comfortable with AI, institutions have a unique opportunity to leverage AI agents to further enhance customer experiences and security.

 
 
 
 
 
 
 
 

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