State of the Connected Customer Contents 4 Executive Summary ..................................................................................................................................................... 5 01 Customer Expectations Hit All-Time Highs .................................................................................................. 6 02 Companies Face a New Connected Mandate ............................................................................................. 10 03 Technology Sets New Benchmarks for Innovation ..................................................................................... 15 04 Customers Balance Personalization and Privacy Amid a Crisis of Trust ................................................... 19 Last Look ........................................................................................................................................................................ 22 Country & Regional Profiles ....................................................................................................................................... 23 Appendix ........................................................................................................................................................................ 42 Demographics ............................................................................................................................................................... 56 Salesforce Research