State of the Connected Customer Regional Profile: EMEA 41 1,500 Consumers & 723 Business Buyers in France, Germany, the Netherlands, the Nordics, the United Kingdom 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 61% of all customers experiences to keep my business products/services more frequently than before 52% 54% 58% 46% say their standard for good customer 67% 68% 54% experiences is higher than ever 48% 53% I will pay more for a great experience recognize the good that can come from AI 62% 74% of all customers 45% of all customers 63% 72% believe AI presents good opportunities for society say the experience a company provides is as say AI is already or actively transforming 56% 58% important as its products/services their expectations of companies open to AI improving the customer experience 54% I’ve stopped buying from a company because recognize the good that can come from AI a competitor provided a better experience 82% of business buyers 51% of business buyers 69% 58% believe AI presents good opportunities for society 49% want the same experience as when they’re say AI is already or actively transforming 63% 62% their expectations of companies open to AI improving the customer experience buying for themselves 61% recognize the good that can come from AI 42% of consumers 60% Customers Dictate the Experiences They Want believe AI presents good opportunities for society say AI is already or actively transforming 52% their expectations of companies open to AI improving the customer experience 84% of all customers 11 channels are used, 10 channels are used, 50% say it’s very important for companies on average, by A Data-Value Exchange Rises as Customer Trust Falls business buyers on average, by consumers 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% 60% Channels When Communicating with Companies 32% 50% 51% 65% Online portals 36% 81% Mobile apps 38% 78% Top Actions That Increase Customer Trust Text/SMS 33% 74% Giving me control Showing a commitment 25% over what information to protecting my Having a strong Online communities 65% is collected about me information privacy policy Voice-activated personal assistants (e.g., Siri, Alexa) 17% 47% Giving me control Asking for my over what information Having a strong explicit consent to Prefer to use Total use is collected about me privacy policy use my information Salesforce Research