Superpowered Customer Part II: How the death of customer inertia will prompt upheaval

Bain Capital Ventures

As AI agents strip away customer inertia and information asymmetry, financial services firms must rapidly realign incentives with customers or face disruption. Banks, insurers, and wealth managers in low-alignment/high-switching-cost positions are most vulnerable; the imperative is to move toward transparency and customer advocacy faster than switching costs erode.