State of the AI Connected Customer

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"> <span class=" header-text "> State of the AI Connected Customer </span> </h1> </div> <div class="headingComponent parbase section"> <p id="insights-from-16000-consumers-and-business-buyers-worldwide-on-bridging-the-trust-gap-in-an-era-of-rising-customer-expectations-and-more-powerful-technologies" class=" h3 text-night text-left salesforce-sans-light margin-10-bottom-lg " style="; "> <span class=" header-text "> Insights from 16,000+ consumers and business buyers worldwide on bridging the trust gap in an era of rising customer expectations and more powerful technologies. </span> </p> </div> <div class="bodyCopyComponent parbase section"><div class="margin-100-bottom-lg margin-20-bottom-sm text-size-default "> <p>Discover:</p> <ul class="enhanced-unordered-list"> <li>How the growing use of artificial intelligence (AI), including generative AI and agents, is shaping customer sentiment, expectations, and behaviours.</li> <li>What brands must do to earn and maintain customer trust amidst shifting technology and market dynamics.</li> </ul> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-12 col-md-6 col-lg-6"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-80-top-lg margin-0-top-xs margin-40-bottom-lg column-container-component"> <div class="bg-karl-the-fog bg-opacity" style="opacity:0.9;">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="formContainerV2 parbase section"><div class="form-container-v2 sfdc-form-day sfdc-form-closed sfdc-form-small "> <div class="form-header-wrap"> <div class="headingComponent parbase section"> <h4 id="looking-for-the-complete-state-of-the-connected-customer-fill-out-the-form-to-read-now" class=" h4 text-night text-left salesforce-sans-regular col-sm-12 col-md-12 col-lg-12 margin--10-top-xs margin-10-bottom-lg " style="; 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"> <span class=" header-text "> Thank you for downloading the State of the Connected Customer report. </span> </h2> </div> <div class="headingComponent parbase section"> <p id="you-can-access-the-report-below" class=" h4gn text-night text-left salesforce-sans-regular " style="; "> <span class=" header-text "> You can access the report below. </span> </p> </div> <div class="buttonCTAComponent parbase section"> <div class="margin-10-top-lg text-left "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg btn-primary salesforce-sans-regular " data-content-replacement-close-color="sfdc-swap-button-day" href="//www.salesforce.com/content/dam/web/en_us/www/documents/research/State-of-the-Connected-Customer.pdf" target="_blank"> <span> Download Now </span> </a> </div> </div> </div></div> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-20-top-lg margin-20-bottom-lg center-img-horizontally " alt="AI Agent" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/research-reports/Section_divider.png"/> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div class=" columns-wrapper bg-snow "> <div class="container"> <div class="row columns-wrapper "> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-20-top-lg center-img-horizontally " alt="AI Agent" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/research-reports/connected1.png"/> </div> </div> <div class="headingComponent parbase section"> <h2 id="personalisation-improves-considerably-while-data-caution-heightens" class=" avantgarde-lgr text-stratus text-center avant-garde-demi col-xs-12 col-sm-12 col-md-12 col-lg-12 margin-40-top-lg margin-10-top-sm margin-30-bottom-lg " style="; "> <span class=" header-text "> Personalisation Improves Considerably While Data Caution Heightens </span> </h2> </div> <div class="headingComponent parbase section"> <h3 id="seventy-three-percent-of-customers-say-companies-treat-them-like-an-individual-rather-than-a-number-a-staggering-leap-from-39-in-2023-at-the-same-time-71-of-customers-feel-increasingly-protective-of-their-personal-information" class=" h3 text-night text-center salesforce-sans-light margin-40-bottom-lg " style="; "> <span class=" header-text "> Seventy-three percent of customers say companies treat them like an individual rather than a number — a staggering leap from 39% in 2023. At the same time, 71% of customers feel increasingly protective of their personal information. </span> </h3> </div> <div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-20-top-lg margin-20-bottom-lg center-img-horizontally " alt="AI Agent" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/research-reports/Section_divider.png"/> </div> </div> </div> </div> </div> </div> </div> <div class="columnContainer parbase section"><div class=" columns-wrapper bg-snow "> <div class="container"> <div class="row columns-wrapper "> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-20-top-lg center-img-horizontally " alt="Trust Layer" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/research-reports/connected2.png"/> </div> </div> <div class="headingComponent parbase section"> <h2 id="the-importance-of-trust-heightens-as-ai-advances" class=" avantgarde-lgr text-stratus text-center avant-garde-demi col-xs-12 col-sm-12 col-md-12 col-lg-12 margin-40-top-lg margin-10-top-sm margin-30-bottom-lg " style="; "> <span class=" header-text "> The Importance of Trust Heightens As AI Advances </span> </h2> </div> <div class="headingComponent parbase section"> <h3 id="sixty-one-percent-of-customers-believe-ai-advancements-like-generative-ai-and-agents-make-it-even-more-important-for-companies-to-be-trustworthy-however-currently-64-believe-companies-are-reckless-with-customer-data-transparency-is-key-to-earning-trust-particularly-around-ai-agents-72-of-customers-say-its-important-to-know-if-theyre-communicating-with-an-ai-agent" class=" h3 text-night text-center salesforce-sans-light margin-40-bottom-lg " style="; "> <span class=" header-text "> Sixty-one percent of customers believe AI advancements, like generative AI and agents, make it even more important for companies to be trustworthy. However, currently 64% believe companies are reckless with customer data. Transparency is key to earning trust, particularly around AI agents: 72% of customers say it's important to know if they're communicating with an AI agent. </span> </h3> </div> <div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-20-top-lg margin-20-bottom-lg center-img-horizontally " alt="AI Agent" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/research-reports/Section_divider.png"/> </div> </div> </div> </div> </div> </div> </div> <div class="columnContainer parbase section"><div class=" columns-wrapper bg-snow "> <div class="container"> <div class="row columns-wrapper "> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-20-top-lg center-img-horizontally " alt="AI Agent" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/research-reports/connected3.png"/> </div> </div> <div class="headingComponent parbase section"> <h2 id="customers-consider-ai-agents" class=" avantgarde-lgr text-stratus text-center avant-garde-demi col-xs-12 col-sm-12 col-md-12 col-lg-12 margin-40-top-lg margin-10-top-sm margin-30-bottom-lg " style="; "> <span class=" header-text "> Customers Consider AI Agents </span> </h2> </div> <div class="headingComponent parbase section"> <h3 id="customers-are-still-forming-opinions-around-the-latest-breakthrough-in-ai-ai-agents-comfort-levels-depend-on-the-use-case-nearly-half-of-business-buyers-46-would-work-with-an-ai-agent-for-faster-service-and-38-of-customers-are-comfortable-with-agents-creating-personalised-content-while-only-17-are-comfortable-with-an-agent-making-financial-decisions-for-them" class=" h3 text-night text-center salesforce-sans-light margin-40-bottom-lg " style="; "> <span class=" header-text "> Customers are still forming opinions around the latest breakthrough in AI: AI agents. Comfort levels depend on the use-case. Nearly half of business buyers (46%) would work with an AI agent for faster service and 38% of customers are comfortable with agents creating personalised content while only 17% are comfortable with an agent making financial decisions for them. </span> </h3> </div> </div> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" hidden-xs hidden-sm hidden-md hidden-lg columns-wrapper column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-12 col-md-10 col-lg-10"><div class="spacerComponent parbase section"><div class="spacer hidden-sm hidden-md hidden-lg" style="height:20px;"></div> </div> <div class="spacerComponent parbase section"><div class="spacer hidden-xs" style="height:100px;"></div> </div> <div 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class=" columns-wrapper container-fluid margin-60-bottom-lg margin-30-bottom-md column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="cardComponent parbase section"> <div class="thumbnail margin-0-top-lg margin-0-bottom-lg bg-snow resource-hub-1 " data-equalize="resource-hub-1"> <div class="thumbnail-content thumbnail-linked" data-href="https://www.ai-readiness-assessment.com/?d=cta-bottom-row-1" data-new-window="true"> <a href="https://www.ai-readiness-assessment.com/?d=cta-bottom-row-1" class="card-destination-link 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<div class="card-overlay-container"> <a class="screen-reader-text" href="https://www.ai-readiness-assessment.com/"></a> </div> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="cardComponent parbase section"> <div class="thumbnail bg-snow resource-hub-1 " data-equalize="resource-hub-1"> <div class="thumbnail-content thumbnail-linked" data-href="https://www.salesforce.com/ap/form/pdf/trends-of-ai/?d=cta-bottom-row-2" data-new-window="true"> <a href="https://www.salesforce.com/ap/form/pdf/trends-of-ai/?d=cta-bottom-row-2" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs" target="_blank"></a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="Trends in AI for CRM Report" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_sg/www/images/resources/trends-of-ai-card.jpg"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <div id="report" class=" h5 text-stratus text-left salesforce-sans-bold " style="; "> <span class=" header-text "> Report </span> </div> </div> <div class="headingSmallLightComponent headingComponent parbase section"> <p id="learn-how-ai-is-transforming-the-enterprise" class=" h3 text-link text-left salesforce-sans-light margin-10-bottom-lg margin-10-bottom-md margin-10-bottom-sm margin-10-bottom-xs holiday-title" style="; " data-equalize="holiday-title"> <span class=" header-text head-text "> Learn how AI is transforming the enterprise. </span> </p> </div> </div> <div class="card-overlay-container"> <a class="screen-reader-text" href="https://www.salesforce.com/ap/form/pdf/trends-of-ai/"></a> </div> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-4 col-md-4 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