State of the Connected Customer Country Profile: Australia/New Zealand 25 300 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 70% of all customers experiences to keep my business products/services more frequently than before 57% 50% 58% 51% say their standard for good customer 61% 67% 61% experiences is higher than ever 54% 54% I will pay more for a great experience recognize the good that can come from AI 67% 80% of all customers 43% of all customers 57% 69% believe AI presents good opportunities for society say the experience a company provides is as say AI is already or actively transforming 46% 66% important as its products/services their expectations of companies open to AI improving the customer experience 48% I’ve stopped buying from a company because recognize the good that can come from AI a competitor provided a better experience 85% of business buyers 45% of business buyers 67% 62% believe AI presents good opportunities for society 51% want the same experience as when they’re say AI is already or actively transforming 53% 68% their expectations of companies open to AI improving the customer experience buying for themselves 58% recognize the good that can come from AI 42% of consumers 52% Customers Dictate the Experiences They Want believe AI presents good opportunities for society say AI is already or actively transforming 43% their expectations of companies open to AI improving the customer experience 85% of all customers 10 channels are used, 9 channels are used, 44% 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 48% 63% Channels When Communicating with Companies 30% 50% 57% 70% Online portals 43% 78% Text/SMS 45% 78% Top Actions That Increase Customer Trust Mobile apps 43% 73% Giving me control Asking for my over what information Having a strong explicit consent to Online communities 24% 59% is collected about me privacy policy use my information Voice-activated personal assistants (e.g., Siri, Alexa) 18% 43% Giving me control Vowing not to Explaining how my Prefer to use Total use Having a strong over what information is use my information Tie information provides a privacy policy collected about me without permission better customer experience Salesforce Research