State of the Connected Customer Country Profile: United Kingdom 37 300 Consumers & 150 Business Buyers All Customers Business Buyers Consumers Customer Standards Hit All-Time Highs Customers Set New Benchmarks for Innovation Most companies fall short of my Companies need cutting-edge digital I expect companies to provide new expectations for a great experience 74% of all customers experiences to keep my business products/services more frequently than before 51% 61% 64% 43% say their standard for good customer 81% 76% 54% experiences is higher than ever 51% 57% I will pay more for a great experience recognize the good that can come from AI 71% 80% of all customers 47% of all customers 63% 83% believe AI presents good opportunities for society say the experience a company provides is as say AI is already or actively transforming 54% 65% important as its products/services their expectations of companies open to AI improving the customer experience 55% I’ve stopped buying from a company because recognize the good that can come from AI a competitor provided a better experience 84% of business buyers 60% of business buyers 73% 58% believe AI presents good opportunities for society 41% want the same experience as when they’re say AI is already or actively transforming 67% 67% their expectations of companies open to AI improving the customer experience buying for themselves 67% recognize the good that can come from AI 41% of consumers 58% Customers Dictate the Experiences They Want believe AI presents good opportunities for society say AI is already or actively transforming 47% their expectations of companies open to AI improving the customer experience 86% of all customers 12 channels are used, 10 channels are used, 50% say it’s very important for companies on average, by business buyers on average, by consumers A Data-Value Exchange Rises as Customer Trust Falls to treat them as a person, not a to communicate with companies to communicate with companies number, to win their business I’m confused about how companies I believe my personal info is vulnerable use my data to a security breach Percentage of Customers Who Use and Prefer the Following 39% 54% Channels When Communicating with Companies 19% 42% 49% 60% Online portals 44% 81% Text/SMS 43% 80% Top Actions That Increase Customer Trust Mobile apps 44% 78% Showing a commitment Giving me control to protecting my over what information Tie Having a strong Online communities 30% 60% information is collected about me privacy policy Voice-activated personal assistants (e.g., Siri, Alexa) 26% 50% Giving me control Being transparent over what information Tie Having a strong about how my Prefer to use Total use is collected about me privacy policy information is used Salesforce Research