State of the Connected Customer Country Profile: India 31 300 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 87% of all customers experiences to keep my business products/services more frequently than before 32% 92% 91% 27% say their standard for good customer 93% 91% 34% experiences is higher than ever 91% 91% I will pay more for a great experience recognize the good that can come from AI 88% 92% of all customers 71% of all customers 84% 89% believe AI presents good opportunities for society say the experience a company provides is as say AI is already or actively transforming 81% 88% important as its products/services their expectations of companies open to AI improving the customer experience 86% 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 74% of business buyers 85% 36% believe AI presents good opportunities for society 25% want the same experience as when they’re say AI is already or actively transforming 82% 42% their expectations of companies open to AI improving the customer experience buying for themselves 87% recognize the good that can come from AI 69% of consumers 84% Customers Dictate the Experiences They Want believe AI presents good opportunities for society say AI is already or actively transforming 80% their expectations of companies open to AI improving the customer experience 86% of all customers 13 channels are used, 12 channels are used, 86% 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 31% 25% Channels When Communicating with Companies 19% 13% 36% 31% Mobile apps 78% 98% Online portals 72% 95% Top Actions That Increase Customer Trust Text/SMS 65% 93% Showing a commitment Giving me control Having a strong to protecting my over what information Online communities 68% 93% privacy policy information is collected about me Voice-activated personal assistants (e.g., Siri, Alexa) 62% 89% Giving me control Being transparent Explaining how my Having a strong over what information about how my Tie information provides a Prefer to use Total use privacy policy is collected about me information is used better customer experience Salesforce Research