State of the Connected Customer Country Profile: France 28 300 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 59% of all customers experiences to keep my business products/services more frequently than before 47% 70% 75% 40% say their standard for good customer 81% 86% 50% experiences is higher than ever 64% 70% I will pay more for a great experience recognize the good that can come from AI 66% 82% of all customers 48% of all customers 74% 82% believe AI presents good opportunities for society say the experience a company provides is as say AI is already or actively transforming 66% 58% important as its products/services their expectations of companies open to AI improving the customer experience 65% I’ve stopped buying from a company because recognize the good that can come from AI a competitor provided a better experience 91% of business buyers 57% of business buyers 83% 49% believe AI presents good opportunities for society 41% want the same experience as when they’re say AI is already or actively transforming 73% 53% their expectations of companies open to AI improving the customer experience buying for themselves 74% recognize the good that can come from AI 44% of consumers 69% Customers Dictate the Experiences They Want believe AI presents good opportunities for society say AI is already or actively transforming 63% their expectations of companies open to AI improving the customer experience 84% of all customers 11 channels are used, 9 channels are used, 61% 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 51% 63% Channels When Communicating with Companies 33% 49% 60% 70% Online portals 30% 77% Mobile apps 32% 73% Top Actions That Increase Customer Trust Text/SMS 30% 70% Giving me control Asking for my explicit Showing a commitment over what information consent to use my Tie to protecting my Online communities 21% 62% is collected about me information information Voice-activated personal assistants (e.g., Siri, Alexa) 17% 55% Asking for my explicit Giving me control Being transparent consent to use my over what information about how my Prefer to use Total use information is collected about me information is used Salesforce Research