State of the Connected Customer Country Profile: Hong Kong 30 300 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 71% of all customers experiences to keep my business products/services more frequently than before 48% 61% 76% 44% say their standard for good customer 69% 79% 49% experiences is higher than ever 57% 74% I will pay more for a great experience recognize the good that can come from AI 61% 86% of all customers 53% of all customers 73% 61% believe AI presents good opportunities for society say the experience a company provides is as say AI is already or actively transforming 61% 60% 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 78% of business buyers 59% of business buyers 75% 51% believe AI presents good opportunities for society 45% want the same experience as when they’re say AI is already or actively transforming 63% 54% their expectations of companies open to AI improving the customer experience buying for themselves 67% recognize the good that can come from AI 51% of consumers 72% Customers Dictate the Experiences They Want believe AI presents good opportunities for society say AI is already or actively transforming 61% their expectations of companies open to AI improving the customer experience 73% of all customers 12 channels are used, 11 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 61% 70% Channels When Communicating with Companies 49% 63% 67% 74% Mobile apps 64% 94% Online portals 46% 91% Top Actions That Increase Customer Trust Online communities 39% 88% Showing a commitment Vowing not to share 38% to protecting my Tie my information Having a strong Text/SMS 82% information without permission privacy policy Voice-activated personal assistants (e.g., Siri, Alexa) 19% 62% Vowing not to share Giving me control my information Tie Having a strong over what information Prefer to use Total use without permission privacy policy is collected about me Salesforce Research