State of the Connected Customer Regional Profile: Latin America 39 600 Consumers & 300 Business Buyers in Mexico and Brazil 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 75% of all customers experiences to keep my business products/services more frequently than before 39% 83% 85% 35% say their standard for good customer 86% 86% 41% experiences is higher than ever 82% 84% I will pay more for a great experience recognize the good that can come from AI 77% 92% of all customers 69% of all customers 82% 82% believe AI presents good opportunities for society say the experience a company provides is as say AI is already or actively transforming 75% 74% important as its products/services their expectations of companies open to AI improving the customer experience 76% I’ve stopped buying from a company because recognize the good that can come from AI a competitor provided a better experience 90% of business buyers 67% of business buyers 85% 45% believe AI presents good opportunities for society 41% want the same experience as when they’re say AI is already or actively transforming 79% 47% their expectations of companies open to AI improving the customer experience buying for themselves 79% recognize the good that can come from AI 70% of consumers 81% 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 93% of all customers 12 channels are used, 11 channels are used, 74% 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 34% 40% Channels When Communicating with Companies 33% 35% 34% 43% Mobile apps 64% 94% Online portals 51% 92% Top Actions That Increase Customer Trust Online communities 40% 81% Showing a commitment Being transparent Giving me control 32% to protecting my about how my over what information Text/SMS 76% information information is used is collected about me Voice-activated personal assistants (e.g., Siri, Alexa) 32% 71% Showing a commitment Giving me control Being transparent to protecting my over what information about how my Prefer to use Total use information is collected about me information is used Salesforce Research