State of the Connected Customer Appendix 49 Technology Sets New Benchmarks for Innovation Percentage of Customers Who Believe the Following Technologies Will Transform Their Expectations of Companies, by Customer Type Already transformed Actively transforming Will transform within five years All Customers Consumers Business Buyers Smartphones 49% 32% 12% 49% 32% 12% % 31% 13% 51 Mobile apps 13 15 % 14% % 40% % 41% 37% % 38 39% 37 Social media 13 13 14 39 34% % 38 33% % 41 36% % % % % Cloud computing 39% % 38% % 41% % % 18 % 18 % 17 29 27 33 Cybersecurity 44% % 43% % 44% % 20% 23 18% 24 25% 22 Internet of Things (IoT) 40% 26% 40% % 41% % 20% 18% 26 24% 25 Voice-activated personal assistants 38% % 37% % 40% % 20% 25 19% 25 23% 25 3D printing 34% % 36% % 19% 30 17% 34% 30% 21% 30 Drones % 34% 29% % 33% 29% % 35% 29% 17 16 20 Artificial intelligence (AI) % 37% 36% % 36% 36% % 37% 36% 14 13 17 Chatbots 35% % 34% % 37% % 15% 27 14% 26 18% 29 Virtual/augmented reality 28 28 30 15% 34% % 13% 33% % 18% 37% % Cryptocurrencies 14% 30% % 12% 29% % 17% 33% % 27 27 28 Blockchain 11% 30% 31% 9% 27% 31% 16% 35% 31% Salesforce Research