State of the Connected Customer Country Profile: Brazil 26 300 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 67% of all customers experiences to keep my business products/services more frequently than before 43% 80% 84% 36% say their standard for good customer 85% 89% 47% experiences is higher than ever 78% 82% I will pay more for a great experience recognize the good that can come from AI 76% 89% of all customers 68% of all customers 84% 83% believe AI presents good opportunities for society say the experience a company provides is as say AI is already or actively transforming 75% 72% 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 92% of business buyers 68% of business buyers 87% 54% believe AI presents good opportunities for society 51% want the same experience as when they’re say AI is already or actively transforming 78% 55% their expectations of companies open to AI improving the customer experience buying for themselves 81% recognize the good that can come from AI 68% of consumers 82% 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 94% 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 38% 44% Channels When Communicating with Companies 42% 38% 36% 47% Mobile apps 76% 96% Online portals 59% 92% Top Actions That Increase Customer Trust Online communities 48% 84% Showing a commitment Giving me control Being transparent to protecting my over what information about how my Text/SMS 39% 84% information is collected about me information is used Voice-activated personal assistants (e.g., Siri, Alexa) 42% 72% Being transparent Showing a commitment Giving me control about how my to protecting my over what information is Prefer to use Total use information is used information collected about me Salesforce Research