State of the Connected Customer Country Profile: Japan 32 300 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 48% of all customers experiences to keep my business products/services more frequently than before 53% 37% 36% 52% say their standard for good customer 47% 47% 54% experiences is higher than ever 32% 30% I will pay more for a great experience recognize the good that can come from AI 43% 63% of all customers 46% of all customers 54% 59% believe AI presents good opportunities for society say the experience a company provides is as say AI is already or actively transforming 76% 35% important as its products/services their expectations of companies open to AI improving the customer experience 46% I’ve stopped buying from a company because recognize the good that can come from AI a competitor provided a better experience 55% of business buyers 48% of business buyers 65% 58% believe AI presents good opportunities for society 55% want the same experience as when they’re say AI is already or actively transforming 81% 59% their expectations of companies open to AI improving the customer experience buying for themselves 52% recognize the good that can come from AI 45% of consumers 48% Customers Dictate the Experiences They Want believe AI presents good opportunities for society say AI is already or actively transforming 74% their expectations of companies open to AI improving the customer experience 67% of all customers 10 channels are used, 8 channels are used, 42% 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 58% 68% Channels When Communicating with Companies 42% 60% 66% 72% Text/SMS 32% 70% Mobile apps 29% 65% Top Actions That Increase Customer Trust Online portals 24% 65% Being transparent Asking for my explicit 20% about how my consent to use my Having a strong Online communities 55% information is used information privacy policy Voice-activated personal assistants (e.g., Siri, Alexa) 12% 44% Vowing not to share Being transparent Having a strong my information about how my Prefer to use Total use privacy policy without permission information is used Salesforce Research