Financial institutions are rapidly changing their business priorities as a result of COVID-19, according to new data from Salesforce. The CRM giant surveyed almost 2,800 executives in insurance, retail banking and wealth management worldwide, finding automating processes was being made the number one priority for many, up from third place in the list of priorities in 2019.
It was closely followed by improving customer experience; no doubt driven by the adverse effects on customers and their finances following the coronavirus pandemic.
