State of the Connected Customer Country Profile: Netherlands 34 300 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 55% of all customers experiences to keep my business products/services more frequently than before 52% 46% 51% 50% say their standard for good customer 51% 60% 53% experiences is higher than ever 43% 47% I will pay more for a great experience recognize the good that can come from AI 56% 69% of all customers 40% of all customers 60% 53% believe AI presents good opportunities for society say the experience a company provides is as say AI is already or actively transforming 54% 57% important as its products/services their expectations of companies open to AI improving the customer experience 49% 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 37% of business buyers 56% 63% believe AI presents good opportunities for society 61% want the same experience as when they’re say AI is already or actively transforming 51% 64% their expectations of companies open to AI improving the customer experience buying for themselves 49% recognize the good that can come from AI 41% of consumers 62% Customers Dictate the Experiences They Want believe AI presents good opportunities for society say AI is already or actively transforming 56% their expectations of companies open to AI improving the customer experience 82% of all customers 11 channels are used, 10 channels are used, 49% 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 45% 64% Channels When Communicating with Companies 41% 57% 47% 68% Mobile apps 49% 85% Online portals 37% 81% Top Actions That Increase Customer Trust Text/SMS 27% 68% Showing a commitment Giving me control Being transparent Having a strong to protecting my over what information Tie about how my Online communities 28% 67% privacy policy information is collected about me information is used Voice-activated personal assistants (e.g., Siri, Alexa) 16% 45% Giving me control Asking for my explicit Being transparent over what information Having a strong consent to use my Tie about how my Prefer to use Total use is collected about me privacy policy information information is used Salesforce Research