State of the Connected Customer Appendix 51 Technology Sets New Benchmarks for Innovation Percentage of Customers Who Say the Following Technologies Are Revolutionary or Insignificant, by Customer Type Consumers Business Buyers Net Revolutionary vs. Net Revolutionary vs. Revolutionary Insignificant Difference Insignificant Revolutionary Insignificant Difference Insignificant Artificial intelligence (AI) 32% 3% 29% 9.7x 34% 4% 31% 9.1x more likely more likely Internet of Things (IoT) 28% 4% 24% 7.3x 31% 4% 27% 7.4x more likely more likely Blockchain 19% 5% 14% 4.1x 24% 5% 19% 4.8x more likely more likely Cryptocurrencies 18% 8% 11% 2.4x 20% 8% 12% 2.6x more likely more likely Virtual/augmented reality 22% 9% 13% 2.4x 26% 7% 19% 3.7x more likely more likely Chatbots 14% 14% 0% — 20% 11% 9% 1.8x more likely Cybersecurity 23% 2% 21% 10.2x 28% 3% 25% 10.1x more likely more likely Mobile apps 29% 4% 25% 6.9x 31% 4% 27% 8.4x more likely more likely Smartphones 44% 2% 41% 18.3x 40% 3% 38% 14.9x more likely more likely Social media 20% 8% 12% 2.6x 24% 6% 18% 3.9x more likely more likely Voice-activated personal assistants 21% 9% 12% 2.4x 24% 7% 17% 3.3x more likely more likely Cloud computing 29% 3% 26% 9.9x 31% 3% 29% 11.8x more likely more likely Drones 26% 6% 20% 4.2x 26% 5% 21% 4.8x more likely more likely 3D printing 38% 4% 34% 9.9x 36% 4% 31% 8.1x more likely more likely Net difference is based on the percentage of respondents viewing a technology as revolutionary and those viewing it as insignificant using the following formula: (revolutionary - insignificant). Respondents were not required to rate a technology as revolutionary or insignificant. Data is based off respondents who elected to rate a technology as such. Salesforce Research