State of IT in Europe 01 In a Tech-Driven World, Customer 7 Experience Is IT’s Top Job Customers today are empowered like never before. Technology Empowers Customers to Switch Brands Effortlessly These individuals are connected, day and night, to European customers who don’t get the consistent experience they want from a company the companies they buy from, whether through the can go elsewhere with the swipe of a finger. web, mobile, IoT or social, and they expect every interaction to come with consistent, contextualised customer care. Percentage of European Customers Who Believe Technology Has Made It Business buyers, in particular, demand consistency Easier Than Ever before to Take Their Business Elsewhere across communication channels and throughout every business unit. Nearly 75% of European business buyers are likely to switch brands if Business buyers 78% they receive inconsistent levels of service — for example, when they’re dealing with a sales rep Consumers 68% versus a service rep. Technological innovations have created companies that are disrupting every industry — as Uber has done in transport and Airbnb has done in hospitality — offering products and services that were unimaginable just a few years ago. That’s why 78% of European business buyers and 68% of European consumers say that technology has made it easier than ever to take their business elsewhere. Salesforce Research All data on this page comes from “State of the Connected Customer,” Salesforce Research, October 2016.