State of the Connected Customer Regional Profile: JAPAC 40 1,500 Consumers & 750 Business Buyers in Japan, Australia/New Zealand, Hong Kong, India, and Singapore 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 69% of all customers experiences to keep my business products/services more frequently than before 48% 62% 66% 44% say their standard for good customer 71% 74% 50% experiences is higher than ever 57% 62% I will pay more for a great experience recognize the good that can come from AI 66% 82% of all customers 54% of all customers 69% 73% believe AI presents good opportunities for society say the experience a company provides is as say AI is already or actively transforming 67% 62% important as its products/services their expectations of companies open to AI improving the customer experience 63% I’ve stopped buying from a company because recognize the good that can come from AI a competitor provided a better experience 79% of business buyers 57% of business buyers 75% 52% believe AI presents good opportunities for society 45% want the same experience as when they’re say AI is already or actively transforming 71% 56% their expectations of companies open to AI improving the customer experience buying for themselves 69% recognize the good that can come from AI 52% of consumers 65% Customers Dictate the Experiences They Want believe AI presents good opportunities for society say AI is already or actively transforming 65% their expectations of companies open to AI improving the customer experience 79% of all customers 11 channels are used, 10 channels are used, 60% 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 48% 56% Channels When Communicating with Companies 33% 46% 55% 60% Online portals 49% 84% Mobile apps 55% 84% Top Actions That Increase Customer Trust Text/SMS 46% 83% Giving me control Asking for my 39% Having a strong over what information explicit consent to Online communities 75% privacy policy is collected about me use my information Voice-activated personal assistants (e.g., Siri, Alexa) 27% 59% Giving me control Vowing not to share Having a strong over what information my information Prefer to use Total use privacy policy is collected about me without permission Salesforce Research