The Financial Services Loyalty Crisis: Is AI the Answer?

The age of the customer has come to financial services – with a vengeance. "Our industry is facing a massive loyalty crisis," Salesforce's senior vice president for Financial Services, Rohit Mahna, told a packed audience at Salesforce World Tour 2017 in London. "All financial services customers are cheating. They may buy one product from you, but they go elsewhere for something else." The problem, according to Mahna, is that financial services customers are no longer loyal to brands, but to experiences.