CHAPTER 1 CHAPTER 2 CHAPTER 3 Every Customer Is Connected It's today's customers that are behind the Fourth Industrial Revolution. These customers are digitally savvy and empowered in their buying choices. They have access to smart technologies like fitness monitors and digital personal assistants that keep them connected and informed 24/7 — and they expect your business to be just as smart, always-on, and as connected as they are. In fact, 70% of B2B buyers want personalised experiences. Today's customers expect the same caliber of connected experience no matter what service or product they're purchasing. Source: "State of the Connected Customer," Salesforce Research, October 2016