State of the Connected Customer Country Profile: Mexico 33 300 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 82% of all customers experiences to keep my business products/services more frequently than before 35% 86% 85% 34% say their standard for good customer 87% 83% 35% experiences is higher than ever 86% 86% I will pay more for a great experience recognize the good that can come from AI 78% 94% of all customers 69% of all customers 80% 81% believe AI presents good opportunities for society say the experience a company provides is as say AI is already or actively transforming 76% 76% important as its products/services their expectations of companies open to AI improving the customer experience 75% I’ve stopped buying from a company because recognize the good that can come from AI a competitor provided a better experience 88% of business buyers 65% of business buyers 83% 36% believe AI presents good opportunities for society 30% want the same experience as when they’re say AI is already or actively transforming 80% 39% their expectations of companies open to AI improving the customer experience buying for themselves 77% recognize the good that can come from AI 88% of consumers 79% Customers Dictate the Experiences They Want believe AI presents good opportunities for society say AI is already or actively transforming 73% their expectations of companies open to AI improving the customer experience 93% 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 29% 36% Channels When Communicating with Companies 24% 31% 31% 39% Online portals 42% 93% Mobile apps 52% 92% Top Actions That Increase Customer Trust Online communities 32% 77% Being transparent Showing a commitment about how my to protecting my Having a strong Text/SMS 25% 74% information is used information privacy policy Voice-activated personal assistants (e.g., Siri, Alexa) 22% 70% Showing a commitment Giving me control to protecting my Having a strong Tie over what information Prefer to use Total use information privacy policy is collected about me Salesforce Research