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Salesforce State of The Connected Customer Report 2019 PDF
Salesforce State of The Connected Customer Report 2019 PDF
STATE
CONNECTED
CUSTOMER
Insights from over 8,000 consumers
and business buyers worldwide
About This Report State of the Connected Customer 2
Consumers
Those reporting on their interactions with companies
when purchasing for themselves
Business Buyers
Those reporting on their interactions with companies
when purchasing on behalf of their employers Business Buyers Consumers
Customers
Aggregated consumers and business buyers All Customers
Millennials/Gen Zers
Born between 1981–2000
Millennials/Gen Zers
Salesforce Research
Contents State of the Connected Customer 4
Executive Summary.............................................................................................................................................5
Introduction..........................................................................................................................................................6
Country Profiles................................................................................................................................................. 26
Regional Profiles................................................................................................................................................ 41
Appendix............................................................................................................................................................. 45
Survey Demographics...................................................................................................................................... 61
Salesforce Research
Executive Summary State of the Connected Customer 5
Companies are being challenged to Extraordinary Experiences Raise the Bar for Customer Engagement
rethink not just the individual 01 (see page 8)
experiences they provide Customers’ standards for modern engagement are a far cry from the transactional, one-size-fits-all
customers, but their entire experiences that were once de facto. Tailored, contextualized engagement across multiple touchpoints
approach to customer engagement. is the benchmark, and disruptive business models are further raising the bar. Seventy-three percent of
customers say one extraordinary experience raises their expectations of other companies.
Twenty-five years since the
popularization of the internet
and 12 years after the introduction New Expectations Shift the Digital Transformation Playbook
of the iPhone, customer
02 (see page 14)
expectations keep soaring. Innovation is accelerating across industries thanks to emerging technologies like artificial intelligence
Companies are in a race to (AI) and the Internet of Things (IoT). With many consumers and business buyers willing to pay a
transform themselves to foster the premium for differentiated, first-to-market products and services that enhance their experiences, the
digitally savvy relationships that pressure is on for companies to get ahead of the digital curve. Seventy-five percent of customers
consumers and business buyers expect companies to use new technologies to create better experiences.
alike demand.
The days when businesses were expected to sit on the sidelines of societal issues are over. Today,
customers expect companies to not only operate ethically and with their communities’ interests
at heart, but in a way that advances causes such as equal rights, philanthropy, and sustainability.
Seventy-three percent of customers say a company’s ethics matter more than they did
a year ago.
Salesforce Research
Introduction State of the Connected Customer 6
Customer experience is not a new concept, technology (IT) — once thought of as the prompts nearly three-quarters of customers to
but it has never been more relevant. Case in ultimate back-office function — now cite hold other companies to higher standards.
point: Salespeople — once solely focused on customer experience as their top priority.†
84%
closing transactions — now track customer
satisfaction more than any other metric.* These shifts in business focus are for good
Nearly half of marketers — once concerned reason. Great experiences reap great rewards, of customers say the experience a
only with driving new leads — now champion with almost two-thirds of customers willing to company provides is as important as its
customer experience initiatives across their pay a premium for them. What’s more, a products and services – up from 80% in 2018.
entire companies.** Even leaders in information standout experience with one company
84%
of customers say the
experience a company
73%
of customers say one
extraordinary experience
66%
of customers are
willing to pay more for
provides is as important raises their expectations of a great experience
as its products and services other companies
*
“State of Sales,” Salesforce Research, May 2018.
**
“State of Marketing,” Salesforce Research, December 2018.
†
“Enterprise Technology Trends,” Salesforce Research, May 2019. Salesforce Research
Introduction State of the Connected Customer 7
A lot of factors – ranging from new Innovation, Connectivity, Trust, and Values
technologies and products to new business Raise the Bar for Customer Engagement
models and increased awareness of corporate
ethics – make customer expectations a moving
target. Thus, delivering the great experiences Customers Who Say These Factors Change Their Expectations of Companies
that meet those changing expectations is a
difficult endeavor. All Customers Consumers Business Buyers
54%
Increased product choice
91%
85%
of customers say companies need
86%
to transform how they engage with them. New types/categories of products 89%
78%
81%
Ecommerce
Each customer is unique, and each company 88%
73% 51%
77% 75%
63%
Expectations for personalized engagement 57%
53%
span generations, rebutting outdated strategies of customers expect of customers say
aimed at broad segmentations and challenging companies to understand companies generally 40%
companies to learn more about individuals. Yet their needs and understand their needs
expectations and expectations
companies haven’t caught up, with relatively
few understanding customers’ needs and
expectations – let alone adapting to their
actions and behavior.
52%
62% 47%
of customers – including
56% of consumers – say companies are 67% 65%
generally impersonal.
52% 53%
of customers expect of customers say 49%
companies to companies generally 36%
adapt based on their adapt based on their
actions and behavior actions and behavior
Salesforce Research
01 Extraordinary Experiences Raise the Bar 9
State of the Connected Customer
Expectations for timeliness start when 45% of customers can generally find whatever they
need from a company in three clicks or less
customers are just browsing, with more than
half expecting to find whatever they need — be
it pricing, inventory, or something else — in
three clicks or less. It extends to when they
make a purchase, with nearly six in 10 willing to
switch to a competitor with quicker and
cheaper shipping. It persists when they have
questions for customer service: 78% of
customers expect to solve complex issues
by speaking to one person.
57% of customers won’t buy from a company
that can’t ship quickly and cheaply
Messenger apps
(e.g., WhatsApp, Facebook Messenger) 37% 21% 36% 48%
36%
55%
38%
Online forms 28% 40%
Online communities
(i.e., forums) 30% 16% 29% 39%
Voice assistants
(e.g., Siri, Alexa) 22% 13% 22% 28%
Millennials/Gen Zers
This multichannel, multi-device reality poses a Gen Xers
vexing question: How can companies foster Silents/Baby Boomers
great customer engagement across nonlinear
journeys? In other words, how can they keep
experiences connected?
Salesforce Research
01 Extraordinary Experiences Raise the Bar 12
State of the Connected Customer
*
“MuleSoft Connectivity Benchmark Report,” February 2019.
See pages 47 and 48 for additional data segmentations. Salesforce Research
Spotlight State of the Connected Customer 13
Direct to Consumer
Sixty-five percent of customers say new Direct-to-Consumer Models Are a Hit with Younger Generations
business models are changing their
expectations of companies. Direct-to-consumer
sales is a prime example.
Consumers Who Say the Following
Pioneers such as Warby Parker and Dollar Shave
Club disrupted entire industries by cutting out
58%
intermediaries and offering products directly to
end users. Established branded manufacturers
such as adidas are embracing the direct-to-
49% I buy at least one product directly
from a brand on a regular basis 39%
49%
Millennials/Gen Zers
76%
Gen Xers
Silents/Baby Boomers
of consumers expect the same level
of engagement when buying from a brand as
when buying from a retailer.
*
“Consumer Goods and the Battle for B2B and B2C Relationships,”
Salesforce, May 2019. Salesforce Research
02 New Expectations Shift the Digital 14
State of the Connected Customer
Transformation Playbook
Direct-to-consumer sales is an example of Innovation Commands a Premium, Especially for Business Buyers
something more critical than ever as customer
expectations soar: innovation – the adaptation
to customer needs or technological change.
Customers Who Say the Following
67%
All Customers Consumers Business Buyers
31%
Innovation is particularly critical for business I will pay more for a product or
buyers, whose purchasing decisions can impact 40%
service that’s first to market
62%
their own competitiveness. Seventy percent of
business buyers will pay more for differentiated
products, and nearly as many (62%) will pay
more for products that are first to market.
Transformation Playbook
There is a common thread across the factors Customer Expectations Are Driving Digital Transformation
redefining customer engagement and driving
innovation: technology. As a result, digital
transformation initiatives – which have
historically entailed digitizing or modernizing
back-end systems at a company – are now Consumers Business Buyers
much more customer-facing. Acutely aware
of what’s possible, customers are pressuring
companies to use technology to deliver 72% 71%
83% 81%
better experiences.
Salesforce
Salesforce Research
Research
02 New Expectations Shift the Digital 16
State of the Connected Customer
Transformation Playbook
The backbone of today’s emerging AI Has Gone Mainstream, but Reservations Remain
technologies, artificial intelligence (AI), is well
appreciated among business buyers. Only
one-third of consumers, on the other hand,
can name an example of AI they encounter Customers Who Say the Following
every day. But the fact is that someone is using
AI whenever they do things as common as All Customers Consumers Business Buyers
buying a recommended item on Amazon,
using Waze to shorten their commute, or 56%
I’m open to the use of AI to 62%
discovering a new favorite song on Spotify. improve my experiences 77%
Wittingly or not, data proliferation — paired with
increasingly refined modeling capabilities — is 53%
AI will revolutionize how I
making AI a mainstay of everyday life and 59%
interact with companies
fundamentally altering expectations. 74%
48%
I trust companies to use AI 54%
62%
in a way that benefits me 70%
45%
of customers are open to the use AI will play as big of a role in 52%
of AI to improve their experiences — up from my life as smartphones 69%
59% in 2018.
42%
AI is the most significant 48%
technology of my lifetime
65%
However, companies have work to do in
articulating AI’s role, particularly to consumers. 33%
I can think of an example 40%
Fewer than half of consumers trust companies of AI I use every day
60%
to use AI in a beneficial manner, and just shy of
one-third think companies are transparent 32%
Companies are transparent 39%
enough on the matter. enough about how they use AI 58%
Voice Technologies
A prime – and increasingly common – example Voice Technology Makes a Splash, Particularly with Business Buyers
of AI in everyday life is voice technology.
Already, 23% of customer service organizations Customers Who Say the Following
are using AI chatbots, which are often in voice
form, and an additional 31% plan to within All Customers Consumers Business Buyers
18 months.*
52%
Certain instances of voice technology also 57%
Voice assistants are revolutionary 70%
come in the form of connected devices, such
as Siri voice assistants on iPhones or smart 35%
Voice assistants will play as big of 43%
speakers using Amazon’s Alexa or Google a role in my life as smartphones 63%
Assistant. Twenty-seven percent of
customers use a voice assistant daily. New 36%
I would rather talk to my 42%
form factors such as smart speakers that are device than type in it 58%
always at the ready are becoming a mainstay
of domestic life.
Voice Assistant Users Who Have Done the Following
61%
taken a
69%
booked a
memo calendar
*
“State of Service,” Salesforce Research, March 2019. event
See page 50 for additional data segmentations. Salesforce Research
02 New Expectations Shift the Digital 18
State of the Connected Customer
Transformation Playbook
The next technology to normalize as part of Connected Devices Power Customer Engagement
everyday life may be increasingly ubiquitous
connected devices — such as smart speakers,
fitness trackers, smart thermostats, and
countless other examples — that are collectively
referred to as the Internet of Things (IoT). Millennials/Gen Zers Millennials/Gen Zers
Today, more than three-quarters of customers Gen Xers Gen Xers
have at least one connected device, and their Silents/Baby Boomers Silents/Baby Boomers
influence on expectations is increasing.
82%
76%
of customers use
connected devices
53%
of customers want
more connections
60% in 2018.
between their devices
64%
With use cases and impacts as diverse as their 37%
form factors, consumers and business buyers
61% 56%
alike have come to rely on connected devices in
a variety of ways. Seventy-seven percent of
users say connected devices make their lives
easier. Particularly among Gen Xers and
millennials/Gen Zers, customers crave more
connectivity between their devices.
Salesforce Research
03 Trust Becomes More Important, Yet More Elusive 19
State of the Connected Customer
In last year’s report, we explored a growing crisis Earning Customer Trust Is a Multifaceted Pursuit
of trust as questionable business practices and
related scandals made headlines. Since then,
the topic has become even more relevant.
Customers Who Strongly Associate the Following with Trust
their trust.
More devices, more channels, and more Lax Security Hurts Trust and Sales
customer data have elevated customer
engagement and created new ways for
companies to differentiate. In some cases,
however, they’ve introduced vulnerabilities
and anxieties. 41%
of customers don’t believe companies care about the security of their data.
84%
Distrust has become so prevalent that a
significant number of customers now view
companies as indifferent to the matter. Security
has always been important, and customers of customers are more loyal to companies with strong security controls.
treat it as a standard requirement for doing
business. Eighty-four percent of customers
are more loyal to companies that have
strong security controls.
Salesforce Research
03 Trust Becomes More Important, Yet More Elusive 21
State of the Connected Customer
Security is just one part of the trust equation Customers Seek Value in Exchange for Their Data
as data – and lots of it – increasingly fuels
elevated experiences. Customers need to
17% 58%
know that their data is not only safe, but
being used legitimately.
disagree agree
When applied for their benefit, the majority of
customers are comfortable with this data-value
exchange. The problem is, with so many
I'm comfortable with
opaque or complex privacy policies, many
25%
customers are confused about how their data is relevant personal
used in the first place, let alone whether or information being
not that use helps or harms them. neutral
used in a transparent
and beneficial manner
A company’s ethics are becoming more Values Can Make or Break Customer Relationships
important as customers gain awareness of
business practices, and privacy policies are
just the tip of the iceberg. Increasingly, the
principles that a company stands for factor
into decisions of whether or not to buy from
80% 68%
a company.
71%
of customers believe
emerging technology
88%
of customers believe
companies are responsible
can make the world for ensuring they use
a better place technology ethically
A key aspect of the ethics of technology is the Customers Look to Companies to Step Up for Equality
distribution of its benefits among all people.
Like with the industrial and digital revolutions
that preceded it, the Fourth Industrial
Revolution provides more opportunity, but also Customers Who Say the Following
shifts in-demand skills. More than half of
customers are concerned about equal
opportunity as technology advances. I want companies to advocate for equal rights 76%
Over three-quarters of customers think I'm more loyal to companies that value equality 73%
companies are responsible for ensuring that
everyone has a fair shot at technology-driven I expect companies to clearly state their
opportunities. A separate study found an position on equal rights 71%
overwhelming share of people want companies I won’t buy from companies that
to prepare their existing and future workforces don’t value equality 55%
for new careers as technology evolves.*
*
“Ethical Leadership and Business,” Salesforce Research, February 2019.
See pages 57 and 58 for additional data segmentations. Salesforce Research
04 Corporate Values Sway Buying Decisions 24
State of the Connected Customer
Shareholder interest is the guiding light of Corporate Responsibility Factors into the Path to Purchase
business. But customers expect companies to
consider a broader set of stakeholders who may
or may not benefit financially.
For instance, companies benefit a great deal Millennials/Gen Zers Millennials/Gen Zers
from the communities where they do business, Gen Xers Gen Xers
be it from local talent pools, civic infrastructure, Silents/Baby Boomers Silents/Baby Boomers
or other resources. The majority of customers
believe this relationship should be mutually
56% 65%
beneficial, and seek to buy from companies
that give back. Seventy-six percent of
customers think companies are responsible
for giving back to the communities where of customers actively of customers actively
they do business. seek to buy from seek to buy from
philanthropic companies environmentally
Weighing even more on customers’ minds is 70% sustainable companies
business’ role in tackling humanity’s greatest
challenge: climate change. Seventy-eight 64%
58%
percent of customers think companies are
61% 50%
responsible for taking steps to reduce 55%
climate change. The youngest generations,
who will experience the greatest effects, are the
most likely to shun companies that prioritize
short-term profits over the planet’s wellbeing.
Salesforce Research
See pages 57 and 58 for additional data segmentations.
Last Look State of the Connected Customer 25
Different industries evolve at different paces, As Some Sectors Elevate Engagement, Others Stagnate
and some — due to ingenuity, resources, lack
of regulation, or a myriad of other factors —
Customer Industry Rankings for Experience*
are able to adapt to changing standards of
engagement better than others. Bottom Ranking Industries Top Ranking Industries
for Experience for Experience
In a digital world, it may come as little
surprise that customers are far and away
Technology 8% 45%
most likely to include technology in their lists
of best industries for experience. Travel, Travel, transportation,
17% 35%
transportation, and hospitality — an industry and hospitality
Government 60% 9%
Salesforce Research
See pages 59 and 60 for additional data segmentations. * Respondents were asked to rank the top three and bottom three industries by experience.
State of the Connected Customer 26
Country Profiles
Please keep in mind that cultural bias
impacts survey results across countries.
Salesforce Research
Country Profile State of the Connected Customer 27
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
68%
I use a connected device
82%
82%
of customers expect
63%
companies to use new
66%
of customers
60%
of customers say it
54%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
54%
expect connected generally feels like they're companies need to 58%
experiences communicating with transform how they 46%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
46% I use every day
I'm open to the use of AI to 47%
improve my experiences 32%
55% 13%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
66% 74%
Trust Becomes More Important, Yet More Elusive
39%
I have stopped buying from a company I believe most companies aren’t
Online chat/live support 17% 44% that did something distrustful transparent about how they use my data
(e.g., popup windows on website) 52% 65% 66%
Salesforce Research
Country Profile State of the Connected Customer 28
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
64%
I use a connected device
74%
71%
of customers expect
55%
companies to use new
57%
of customers
53%
of customers say it
43%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
44%
expect connected generally feels like they're companies need to 47%
experiences communicating with transform how they 36%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
35% I use every day
I'm open to the use of AI to 39%
improve my experiences 27%
43% 14%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
60% 70%
Trust Becomes More Important, Yet More Elusive
33%
I have stopped buying from a company I believe most companies aren’t
Online chat/live support 19% 34% that did something distrustful transparent about how they use my data
(e.g., popup windows on website) 45% 58% 64%
9%
3%
Voice assistants 7% philanthropic companies environmentally sustainable companies
(e.g., Siri, Alexa) 16% 46% 52%
Salesforce Research
Country Profile State of the Connected Customer 29
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
69%
I use a connected device
80%
69%
of customers expect
45%
companies to use new
57%
of customers
59%
of customers say it
50%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
51%
expect connected generally feels like they're companies need to 44%
experiences communicating with transform how they 49%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
40% I use every day
I'm open to the use of AI to 39%
improve my experiences 20%
55% 14%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
59% 66%
Trust Becomes More Important, Yet More Elusive
36%
I have stopped buying from a company I believe most companies aren’t
Online chat/live support 34% that did something distrustful transparent about how they use my data
(e.g., popup windows on website) 31% 40% 64% 66%
Salesforce Research
Country Profile State of the Connected Customer 30
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
58%
I use a connected device
78%
72%
of customers expect
48%
companies to use new
57%
of customers
51%
of customers say it
39%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
46%
expect connected generally feels like they're companies need to 39%
experiences communicating with transform how they 34%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
52% I use every day
I'm open to the use of AI to 49%
improve my experiences 33%
46% 21%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
46% 59%
Trust Becomes More Important, Yet More Elusive
29%
I have stopped buying from a company I believe most companies aren’t
15% 33% that did something distrustful transparent about how they use my data
Mobile app 38% 48% 58%
Salesforce Research
Country Profile State of the Connected Customer 31
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
80%
I use a connected device
97%
96%
of customers expect
95%
companies to use new
77%
of customers
66%
of customers say it
70%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
57%
expect connected generally feels like they're companies need to 60%
experiences communicating with transform how they 59%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
56% I use every day
I'm open to the use of AI to 60%
improve my experiences 48%
70% 39%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
78% 75%
Trust Becomes More Important, Yet More Elusive
57%
I have stopped buying from a company I believe most companies aren’t
51% 67% that did something distrustful transparent about how they use my data
Mobile app 49% 59% 68%
37%
40%
Text/SMS 32% I believe a company’s ethics matter I won’t buy from companies
more than they did a year ago that don’t value equality
35%
Online communities 35%
34% 73% 57%
(i.e., forums)
I actively seek to buy from I actively seek to buy from
Voice assistants
(e.g., Siri, Alexa) 29% 27%
30%
philanthropic companies
71%
environmentally sustainable companies
71%
Salesforce Research
Country Profile State of the Connected Customer 32
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
92%
I use a connected device
90%
93%
of customers expect
89%
companies to use new
92%
of customers
75%
of customers say it
85%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
90%
expect connected generally feels like they're companies need to 92%
experiences communicating with transform how they 91%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
90% I use every day
I'm open to the use of AI to 72%
improve my experiences 76%
90% 74%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
86% 89%
Trust Becomes More Important, Yet More Elusive
86%
I have stopped buying from a company I believe most companies aren’t
85% 89% that did something distrustful transparent about how they use my data
Mobile app 80% 70% 71%
70%
71% more than they did a year ago that don’t value equality
Voice assistants
87% 69%
(e.g., Siri, Alexa) 67%
I actively seek to buy from I actively seek to buy from
Salesforce Research
Country Profile State of the Connected Customer 33
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
81%
I use a connected device
87%
88%
of customers expect
76%
companies to use new
70%
of customers
54%
of customers say it
52%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
61%
expect connected generally feels like they're companies need to 63%
experiences communicating with transform how they 56%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
54% I use every day
I'm open to the use of AI to 44%
improve my experiences 37%
63% 24%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
59% 74%
Trust Becomes More Important, Yet More Elusive
52%
I have stopped buying from a company I believe most companies aren’t
Online chat/live support 51% that did something distrustful transparent about how they use my data
(e.g., popup windows on website) 37% 64% 62% 51%
23%
more than they did a year ago that don’t value equality
20%
17% 34% 71% 63%
Text/SMS
I actively seek to buy from I actively seek to buy from
Voice assistants
(e.g., Siri, Alexa) 19% 16%
20%
21%
philanthropic companies
54%
environmentally sustainable companies
75%
Salesforce Research
Country Profile State of the Connected Customer 34
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
71%
I use a connected device
21%
26%
of customers expect
21%
companies to use new
58%
of customers
54%
of customers say it
35%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
55%
expect connected generally feels like they're companies need to 53%
experiences communicating with transform how they 49%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
59% I use every day
I'm open to the use of AI to 28%
improve my experiences 29%
55% 22%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
73% 55%
Trust Becomes More Important, Yet More Elusive
27%
I have stopped buying from a company I believe most companies aren’t
16% 27% that did something distrustful transparent about how they use my data
Mobile app 39% 69% 64%
18%
more than they did a year ago that don’t value equality
Online chat/live support 11% 20% 74% 57%
(e.g., popup windows on website) 24%
I actively seek to buy from I actively seek to buy from
Voice assistants
(e.g., Siri, Alexa) 13% 11% 14%
15%
philanthropic companies
56%
environmentally sustainable companies
56%
Salesforce Research
Country Profile State of the Connected Customer 35
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
82%
I use a connected device
85%
86%
of customers expect
84%
companies to use new
78%
of customers
66%
of customers say it
70%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
48%
expect connected generally feels like they're companies need to 57%
experiences communicating with transform how they 58%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
63% I use every day
I'm open to the use of AI to 56%
improve my experiences 53%
75% 41%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
76% 71%
Trust Becomes More Important, Yet More Elusive
56%
I have stopped buying from a company I believe most companies aren’t
59% that did something distrustful transparent about how they use my data
Mobile app 47% 60% 73% 74%
Salesforce Research
Country Profile State of the Connected Customer 36
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
84%
I use a connected device
83%
79%
of customers expect
76%
companies to use new
70%
of customers
61%
of customers say it
49%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
67%
expect connected generally feels like they're companies need to 66%
experiences communicating with transform how they 60%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
60% I use every day
I'm open to the use of AI to 31%
improve my experiences 15%
65% 10%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
57% 77%
Trust Becomes More Important, Yet More Elusive
36%
I have stopped buying from a company I believe most companies aren’t
Online chat/live support 30% 48% that did something distrustful transparent about how they use my data
(e.g., popup windows on website) 26% 73% 59%
11%
more than they did a year ago that don’t value equality
9% 11%
72% 63%
Text/SMS 12%
I actively seek to buy from I actively seek to buy from
7%
4%
Voice assistants 5% philanthropic companies environmentally sustainable companies
(e.g., Siri, Alexa) 11% 52% 65%
Salesforce Research
Country Profile State of the Connected Customer 37
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
73%
I use a connected device
91%
92%
of customers expect
66%
companies to use new
71%
of customers
64%
of customers say it
61%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
68%
expect connected generally feels like they're companies need to 78%
experiences communicating with transform how they 32%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
61% I use every day
I'm open to the use of AI to 62%
improve my experiences 77%
67% 29%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
74% 70%
Trust Becomes More Important, Yet More Elusive
57%
I have stopped buying from a company I believe most companies aren’t
29% 62% that did something distrustful transparent about how they use my data
Mobile app 70% 80% 69%
Salesforce Research
Country Profile State of the Connected Customer 38
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
91%
I use a connected device
100%
100%
of customers expect
99%
companies to use new
87%
of customers
48%
of customers say it
75%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
68%
expect connected generally feels like they're companies need to 68%
experiences communicating with transform how they 87%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
75% I use every day
I'm open to the use of AI to 67%
improve my experiences 59%
86% 68%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
86% 77%
Trust Becomes More Important, Yet More Elusive
70%
I have stopped buying from a company I believe most companies aren’t
68% that did something distrustful transparent about how they use my data
Mobile app 57% 76% 87% 47%
35%
more than they did a year ago that don’t value equality
Voice assistants 32% 66% 81% 68%
(e.g., Siri, Alexa) 24%
I actively seek to buy from I actively seek to buy from
Salesforce Research
Country Profile State of the Connected Customer 39
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
67%
I use a connected device
77%
80%
of customers expect
62%
companies to use new
60%
of customers
56%
of customers say it
43%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
48%
expect connected generally feels like they're companies need to 53%
experiences communicating with transform how they 46%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
37% I use every day
I'm open to the use of AI to 41%
improve my experiences 28%
53% 16%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
66% 69%
Trust Becomes More Important, Yet More Elusive
41%
I have stopped buying from a company I believe most companies aren’t
Online chat/live support 22% 37% 61% that did something distrustful transparent about how they use my data
(e.g., popup windows on website) 46% 59%
15%
6%
Online communities 11%
65% 46%
(i.e., forums) 26%
I actively seek to buy from I actively seek to buy from
7%
2%
Voice assistants 6% philanthropic companies environmentally sustainable companies
(e.g., Siri, Alexa) 13% 41% 51%
Salesforce Research
Country Profile State of the Connected Customer 40
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
72%
I use a connected device
84%
79%
of customers expect
65%
companies to use new
64%
of customers
57%
of customers say it
44%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
58%
expect connected generally feels like they're companies need to 55%
experiences communicating with transform how they 52%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
43% I use every day
I'm open to the use of AI to 49%
improve my experiences 33%
53% 18%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
68% 74%
Trust Becomes More Important, Yet More Elusive
44%
I have stopped buying from a company I believe most companies aren’t
Online chat/live support 45% that did something distrustful transparent about how they use my data
(e.g., popup windows on website) 27% 57% 60% 63%
13%
3%
Voice assistants 11% philanthropic companies environmentally sustainable companies
(e.g., Siri, Alexa) 22% 52% 56%
Salesforce Research
State of the Connected Customer 41
Regional Profiles
Please keep in mind that cultural bias
impacts survey results across regions.
Salesforce Research
Regional Profile State of the Connected Customer 42
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
69%
I use a connected device
81%
76%
of customers expect
62%
companies to use new
62%
of customers
55%
of customers say it
44%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
54%
expect connected generally feels like they're companies need to 52%
experiences communicating with transform how they 46%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
40% I use every day
I'm open to the use of AI to 46%
improve my experiences 31%
50% 16%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
65% 72%
Trust Becomes More Important, Yet More Elusive
40%
I have stopped buying from a company I believe most companies aren’t
Online chat/live support 41% that did something distrustful transparent about how they use my data
(e.g., popup windows on website) 25% 53% 60% 64%
12%
3%
Voice assistants 9% philanthropic companies environmentally sustainable companies
(e.g., Siri, Alexa) 20% 50% 55%
Salesforce Research
Regional Profile State of the Connected Customer 43
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
72%
I use a connected device
83%
80%
of customers expect
62%
companies to use new
64%
of customers
58%
of customers say it
49%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
57%
expect connected generally feels like they're companies need to 58%
experiences communicating with transform how they 46%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
51% I use every day
I'm open to the use of AI to 44%
improve my experiences 35%
58% 19%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
60% 69%
Trust Becomes More Important, Yet More Elusive
41%
I have stopped buying from a company I believe most companies aren’t
Online chat/live support 40% that did something distrustful transparent about how they use my data
(e.g., popup windows on website) 27% 51% 62% 60%
Salesforce Research
Regional Profile State of the Connected Customer 44
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
81%
I use a connected device
83%
81%
of customers expect
67%
companies to use new
76%
of customers
61%
of customers say it
65%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
65%
expect connected generally feels like they're companies need to 63%
experiences communicating with transform how they 58%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
65% I use every day
I'm open to the use of AI to 58%
improve my experiences 49%
72% 34%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
78% 73%
Trust Becomes More Important, Yet More Elusive
55%
I have stopped buying from a company I believe most companies aren’t
54% that did something distrustful transparent about how they use my data
Mobile app 34% 67% 70% 65%
Salesforce Research
State of the Connected Customer 45
Appendix
Salesforce Research
Appendix State of the Connected Customer 46
Introduction
87%
88%
New types/categories of products 83%
85%
84%
Ecommerce 73%
80%
Increased awareness of corporate 77%
values, ethics, and business practices
73%
79%
Peer reviews 73%
(e.g., Yelp, Amazon reviews) 57%
New business models 69%
(e.g., sharing economy, subscriptions, 67%
direct-to-consumer) 56%
71%
New methods of communication 66%
(e.g., messaging apps) 50%
64%
Emerging technologies 60%
(e.g., chatbots, voice assistants) 47%
Salesforce Research
Appendix State of the Connected Customer 47
59% 49%
I expect to find whatever I need from 57% I can generally find whatever I need 47%
a company in three clicks or less 49% from a company in three clicks or less 36%
76% 67%
I expect to solve complex issues 80% I can generally solve a complex issue 67%
by speaking to one person by speaking to one person
78% 62%
67% Companies generally provide 54%
I expect tailored engagement 67% tailored engagement based on 52%
based on past interactions 56% past interactions 42%
73% 58%
71% Companies generally provide 54%
I expect connected experiences 59% connected experiences 43%
I expect representatives of a 73% I often have to repeat or 67%
company to have the same 74% re-explain information to different 67%
information about me 67% representatives 64%
73%
I would rather use self-service 69%
for simple questions/issues 59%
56%
I get annoyed if I’m targeted for an ad 54%
for something I’ve already bought 51%
I generally ignore communications 50%
from companies unless they’re 45%
personalized for me 41%
73%
I expect companies to communicate 72%
with me in real time 69%
Salesforce Research
Appendix State of the Connected Customer 48
I expect to find whatever I need from 52% I can generally find whatever I need 40%
a company in three clicks or less 65% from a company in three clicks or less 56%
I will take my business to Amazon
I won’t buy from a company that 56% if a company can’t match their 56%
can’t ship quickly and cheaply shipping speed and cost
59% 66%
I expect to solve complex issues 77% I can generally solve a complex issue 63%
by speaking to one person by speaking to one person
79% 71%
Companies generally provide
I expect tailored engagement 60% tailored engagement based on 44%
based on past interactions 75% past interactions 64%
Salesforce Research
Appendix State of the Connected Customer 49
Online communities
(i.e., forums) 25% 42%
Voice assistants
(e.g., Siri, Alexa) 15% 39%
Salesforce Research
Appendix State of the Connected Customer 50
73% 66%
I expect the rate of innovation 70% AI will revolutionize how I interact 60%
from companies to accelerate with companies
59% 46%
50% 51%
I will pay more for a product or 41% I can think of an example of AI 40%
service that’s first to market 23% I use every day 24%
72% 46%
The way a company uses technology 67% Companies are transparent enough 40%
indicates how they operate in general 57% about how they use AI 26%
I expect companies to use 80% 60%
new technologies to create 76% 59%
better experiences 65% Voice assistants are revolutionary 50%
I expect companies to use existing 78% 45%
technologies in new ways to create 76% I would rather talk to my device 46%
better experiences 65% than type in it 34%
48%
Voice assistants will play as big of a role 47%
in my life as smartphones 31%
Salesforce Research
Appendix State of the Connected Customer 51
89%
88%
I’m more loyal to companies I trust 89%
76%
I won’t buy from companies 79%
I don’t trust 83%
56%
It’s harder than ever for a 55%
company to earn my trust
48%
I'm comfortable with relevant 62%
personal information being used in a 60%
transparent and beneficial manner 49%
63%
Most companies aren’t transparent 62%
about how they use my data
63%
56%
Most companies don’t use my data 53%
in a way that benefits me
53%
45%
I don’t believe companies care 39%
about the security of my data 38%
Salesforce Research
Appendix State of the Connected Customer 53
81%
AUTHENTICITY SECURITY
77%
57% 73%
61%
63%
78%
55%
CONFIDENCE 76% RELIABILITY
62%
64% 71%
65%
78%
64%
75%
64%
70%
ETHICS PRIVACY
66%
71% 72%
TRANSPARENCY
Salesforce Research
Appendix State of the Connected Customer 54
88%
I’m more loyal to companies I trust 90%
Salesforce Research
Appendix State of the Connected Customer 55
Customers Who Strongly Associate the Following with Trust, by Customer Type
HONESTY
Consumers
82% 81% Business Buyers
59%
75%
68%
CONFIDENCE RELIABILITY
58% 77%
66%
64% 75%
69%
73%
TRANSPARENCY
Salesforce Research
Appendix State of the Connected Customer 56
AUSTRALIA/NEW ZEALAND
UNITED KINGDOM/
IRELAND FRANCE
THAILAND GERMANY
SWITZERLAND
HONG KONG
Transparency 70% 68% 72% 65% 70% 68% 79% 54% 71% 78% 66% 82% 69% 67%
SINGAPORE ITALY Security 77% 76% 76% 76% 71% 84% 77% 70% 77% 83% 75% 86% 78% 79%
JAPAN Privacy 78% 73% 74% 74% 75% 82% 70% 63% 76% 79% 71% 79% 78% 78%
Confidence 55% 56% 82% 38% 46% 79% 67% 23% 62% 86% 71% 79% 53% 58%
Honesty 85% 85% 80% 74% 77% 86% 83% 66% 80% 83% 75% 86% 88% 87%
Authenticity 65% 57% 56% 52% 69% 70% 63% 49% 65% 64% 62% 61% 52% 64%
Ethics 70% 67% 55% 51% 61% 65% 65% 52% 71% 67% 56% 77% 64% 73%
Reliability 72% 72% 75% 76% 77% 76% 79% 77% 76% 83% 71% 84% 70% 73%
Salesforce Research
Appendix State of the Connected Customer 57
89% 76%
88% A company’s sustainability practices 74%
I’m more loyal to companies I trust 89% matter more than they did a year ago 71%
75% 61%
I believe emerging technology can 71% I actively seek to buy from 55%
make the world a better place 64% philanthropic companies
50%
I believe companies are 87% I actively seek to buy from 70%
responsible for ensuring they 89% environmentally sustainable 64%
use technology ethically companies 58%
89%
78%
I want companies to advocate 76%
for equal rights
72%
73%
I expect companies to clearly state 71%
their position on equal rights
68%
77%
I'm more loyal to companies 72%
that value equality 69%
57%
I won’t buy from companies that 54%
don’t value equality 55%
Salesforce Research
Appendix State of the Connected Customer 58
I believe emerging technology can 67% I actively seek to buy from 52%
xx%
make the world a better place philanthropic companies
xx% 79% 67%
I believe companies are I actively seek to buy from
responsible for ensuring they xx% 88% environmentally sustainable 61%
use technology ethically companies
xx% 89% 75%
Salesforce Research
Appendix State of the Connected Customer 59
Last Look
Salesforce Research
* Respondents were asked to rank the top three and bottom three industries by experience.
Appendix State of the Connected Customer 60
Last Look
Technology 36% 10% 38% 8% 43% 5% 44% 7% 41% 8% 71% 6% 59% 4% 35% 7% 42% 12% 50% 6% 34% 16% 50% 7% 42% 8% 41% 9%
Travel,
transportation, 42% 17% 43% 14% 35% 13% 33% 15% 44% 14% 14% 24% 39% 12% 36% 10% 43% 19% 45% 9% 27% 20% 20% 37% 33% 22% 39% 14%
and hospitality
Retail 44% 14% 36% 17% 34% 16% 36% 10% 33% 20% 23% 25% 34% 11% 42% 11% 31% 23% 34% 7% 21% 24% 17% 26% 47% 14% 39% 14%
Consumer goods 40% 11% 39% 11% 29% 12% 40% 11% 39% 16% 27% 25% 34% 10% 18% 21% 35% 21% 29% 8% 28% 23% 34% 20% 36% 12% 37% 9%
Healthcare 30% 31% 24% 34% 37% 19% 20% 30% 24% 32% 28% 27% 15% 50% 41% 20% 31% 29% 36% 26% 30% 26% 33% 19% 32% 24% 23% 44%
Nonprofit 26% 14% 24% 15% 30% 13% 26% 17% 16% 25% 7% 32% 21% 15% 14% 26% 10% 24% 24% 17% 24% 21% 21% 22% 27% 12% 31% 12%
Financial services 13% 51% 29% 31% 13% 53% 13% 49% 40% 24% 27% 25% 14% 45% 22% 40% 31% 35% 11% 58% 24% 38% 27% 21% 20% 43% 21% 32%
Education 21% 15% 20% 19% 24% 21% 16% 34% 12% 33% 25% 28% 17% 36% 19% 31% 20% 14% 29% 21% 30% 17% 21% 31% 19% 16% 23% 17%
Media and 15% 39% 16% 36% 18% 42% 32% 20% 23% 30% 14% 29% 27% 28% 22% 46% 18% 27% 17% 43% 19% 30% 41% 17% 17% 41% 18% 34%
communications
Manufacturing 13% 14% 11% 18% 14% 21% 13% 15% 10% 25% 25% 24% 17% 9% 24% 15% 10% 32% 13% 12% 22% 24% 13% 24% 10% 13% 13% 17%
Automotive 10% 22% 13% 29% 17% 23% 18% 26% 6% 15% 20% 20% 18% 14% 23% 10% 10% 29% 8% 15% 19% 28% 14% 15% 10% 27% 12% 25%
Government 10% 63% 7% 68% 7% 62% 8% 65% 11% 58% 17% 37% 6% 67% 6% 63% 19% 35% 4% 78% 21% 33% 9% 59% 7% 67% 4% 73%
Salesforce Research
* Respondents were asked to rank the top three and bottom three industries by experience.
State of the Connected Customer 61
Survey Demographics
Salesforce Research
Survey Demographics State of the Connected Customer 62
Salesforce Research
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